Returns, Exchanges & Guarantees
How to return - UK Mainland
We provide an easy returns option with Collect+ for your convenience, but you are welcome to arrange the return by your own means also (Royal Mail, Personal Courier, etc).
If you do wish to use Collect+, here is what you need to know:
- Parcels being returned via Collect+ must be no larger than 60cm x 50cm x 50cm
- Returned parcels must not weigh more than 10kgs
- Cost of return is just £4.95
Our Collect+ service is currently only available to UK customers. For information regarding International returns, please see section 2.
Should you require a returns form, you can download one here. If you have any problems with the collect plus site please give us a call on 01794 830005 or email firstname.lastname@example.org to request another. We will send this to you via email for you to print off and attach to your parcel.
When you have packaged your goods and attached the returns label, simply take the parcel to your nearest Collect+ point. You will be given a return receipt stating your tracking number. Please retain this receipt, as if the item doesn't make it back to us, we will need the tracking number as proof of postage. You can follow your return by visiting www.collectplus.co.uk/track/new and inputting your details.
To find your nearest point, please click the following link and pop your postcode into the ‘store finder’ search bo: https://www.collectplus.co.uk/store-locator
You do not have to return your goods via Collect+. If you choose to return your goods via a different courier, please use the address below:Skates.co.uk (YOUR Order Number Here)
Greatbridge Business Park
If you placed your order through Amazon or eBay then you must use the returns process specified on those sites.
Please check that you're eligible to return your order by reading the returns & exchange policies in sections 3-9 before returning. If you are not eligible for return and do so anyway, you may incur charges.
How to return - International
Unfortunately, we are currently unable to offer a prepaid returns service for international orders. However if you would like to return your goods, please use the returns address below:
Skates.co.uk (YOUR Order Number Here)
Greatbridge Business Park
Refunds and Exchanges
Skates.co.uk normally offers a 30 day returns policy, but during this whole Coronavirus time period - orders place from 1st April 2020 will get a 60 day time period to return, starting from the day of delivery. Customers are welcome return their goods for an exchange item or a refund if they wish, just use the Collect Plus label provided if you wish (£4.95 charge) or return via your own method. If the matter is more complex or the item is faulty etc, simply email us first email@example.com with details of the issue.
Returns can take up to 2 weeks to be fully processed and refunds will go back onto the card originally paid with within 2-3 working days from the time of processing. PayPal refunds are usually cleared within a few hours. We do not refund via bank transfer. Please note that due to the Covid-19 global pandemic, returns can take longer than usual (up to 30 days) whilst we're practising social distancing regulations within our business to keep everybody safe.
Please be aware that if have you received free shipping on a product and are returning for a refund you will be subject to a £4.95 shipping charge. This will be deducted from the refunded amount, as well as the £4.95 Collect+ fee if you chose to use this service. Please be aware that this doesn't apply to items returned for an exchange. Please see below for details on exchanging an item.
In order for your return/exchange to be accepted, the items need to show no signs of having been used. We ask that you retain the original packaging and include it when sending items back; this will prevent damage and loss of goods when the item is returned.
Custom designed scooters made via the "Custom Scooter Builder" are not eligible to be returned for a refund or exchange. This also applies to custom made longboards, skates and any other custom made products on the site.
E&OE. We are not able to cover the cost of sending an item via courier or special delivery unless authorisation has been given prior to returning. Please do not put sticky tape or labels directly onto the packaging or product box, you will be be charged for the resulting damage.
If you are returning your goods for an exchange, we will send out the exchange item FREE of charge, if in UK Mainland. The Collect+ cost still applies. Unfortunately, for international orders we are unable to offer a free exchange service. Due to the costs involved, customers are responsible for shipping postage.
Please be aware if you try and return your order after the 30 day period, your return will not be accepted and your item(s) will be sent back out to you (unless exceptional circumstances apply).
Please note that unused items will be refunded in full except for the postage cost that was originally paid.
Wrong Item Sent
In the unlikely event that you should receive the incorrect goods, please contact us directly within 7 days to let us know via firstname.lastname@example.org or calling us on +44 (0)1794 830005. Please also be ready to provide your order details and images of the incorrect item(s) received.
We will require the return of the incorrect goods before dispatching the correct item(s). If a tracking number can be provided for your return we can have the goods sent out right away, but please note that if we do not receive the return you will be charged accordingly.
If there is an error on our part, we will cover your returns postage charge. Note that we cannot promise this without previous permission, so please ensure you do contact us beforehand.
We again kindly ask that you do not put any sort of tape directly on the product or its packaging as you will be charged for any resulting damage.
For more information regarding your return, please see our ‘How to Return’ section.
If for any reason you receive your goods with a defect or cosmetic damage, please contact us before use; we'll be more than happy to help. We require contact within 30 days of delivery and for the item to be returned to us within a further 14 days. Unfortunately, if there are signs of use upon return we will not be able to refund or replace your item(s). If the item is damaged upon receipt, we will need an image sent to our email address (email@example.com) to prevent your return being refused. Please do not send the item back to us without authorisation first, as you will incur charges if the item is not deemed defective.
Skates.co.uk covers items for defects for a period of 30 days from the date of delivery. If any issues arise after this time, warranty cover will be passed over to the brands & suppliers we work with. Please note that each product carries a different warranty period per supplier/manufacturer this are broken down below.
In particular, you should note, any scooter or other products sold that used in an extreme manner or at a skate park, have limited warranty cover due to the nature of use they are put through. For a full breakdown of this information see below for each product area.
For a warranty claim to be raised, we require you to provide evidence that the item supplied was faulty, initially we will try to do this via email (firstname.lastname@example.org), by asking you to provide us details of the fault, plus a photograph or video to help provide us sufficient evidence. Please do not send items back to us without authorisation, as you will incur charges if there is no warranty case to be made.
We may also request that a product is returned to us for inspection after a warranty issue is reported. If the issue found is indicative of a manufacturing error, Skates.co.uk will reimburse your postage costs (up to a value of £7 for UK Customers) or we'll provide you a Collect plus label to help deal with the return easily. Skates.co.uk will also pay to return the product to you once fixed.
However, if the item has been damaged by user error or general wear and tear, you will be responsible for all postage costs and will also be charged for any repair work needed. An adviser will be in touch to make you aware of the costs before we undergo any repairs.
We will always strive to have every issue resolved as swiftly as possible, but as we are required to liaise with our suppliers, there is no set time frame for resolution available. That being said, usually warranties are completed within 3 weeks, and we will contact you any time there is a development in your case.
Failed / Refused Delivery
This rarely happens but is something we must cover just in case. For failed deliveries due to a customer repeatedly not being available (or the wrong address details being provided), there will be a £5.00 courier fee to return your parcel to us. Similarly, if the delivery is refused upon arrival there will be a £15.00 courier fee.
After the first delivery attempt you can arrange to collect your parcel from the nearest depot by calling the number left on your ‘missed delivery’ card.
To avoid any charges, please make sure accurate delivery details are given and that someone is available to receive the parcel.
In the unlikely event that an item is missing from an order or you have not received your order, we require contact within 14 days (UK Mainland) or 30 days (International) from when the order was placed.
Birthdays & Christmas
We offer an extended returns policy for orders placed for Birthday and Christmas presents. You must email us with you order number once the order has been placed to qualify for the extended return/warranty period.
If you are giving the gift as a birthday present you must state the relevant date you would like the 30 day returns period will start. All orders placed for Christmas presents can be returned (unused) up until January 13th for a refund or exchange.
We reserve the right to refuse any return received after this specified period, unless a returns authorisation has been given prior to us receiving the item. If you choose to return the item anyway, ignoring this advice, you will be charged for postage costs of sending the items back.
Disclaimers & Notes
Skate Shoes - Please note that none of the footwear sold on this site is covered under warranty for damage caused while skating. Although some shoes will have design features that are of benefit to the sport, they are essentially a fashion item and cannot be expected to withstand the potential damage caused by grip tape, braking and attempting skate tricks.
Scooters and Scooter Parts - All fitting information is given to the best of our knowledge, but due to the rapidly changing nature of scooter design, it is impossible for us to guarantee anything. We will advise you as well as we can, but we cannot be held responsible if a particular part does not work with your setup. We will, of course, still be happy to accept unsuitable items for refund or exchange, so long as they are unused and purchased less than 30 days prior to return.
Order Cancellation - We reserve the right to cancel and refund any order in situations where Skates.co.uk deems necessary.
Abusive Behaviour - Skates.co.uk will not tolerate rude or abusive speech or email content. We endeavour to help our customers to the best of our abilities as our aim is to serve and meet our customer's requirements, so we appreciate your polite cooperation.
If you have a question not answered here you're welcome to call us on our main customer number.... 44(0)1794 830005 or email us on email@example.com