Refund policy
Refund & Return Policy
At Skynvea, customer satisfaction is important to us. We want every customer to have a clear and fair experience when ordering from our store.
We offer a 120-day customer support and refund review policy from the date your order is delivered, subject to the conditions below.
For any return or refund question, please contact us at:
contact@skynvea.com
Return eligibility
To be eligible for a standard return, your item must be in the same condition that you received it: unused, unopened, sealed, and in its original packaging. You will also need to provide your order number, receipt, or proof of purchase.
As our products are consumable items, opened or used products cannot normally be returned for hygiene and safety reasons.
Please do not send any items back before contacting us. Returns sent without prior approval may not be accepted.
Return address
If your return request is accepted, we will provide the correct return instructions and the return address for our authorized logistics center in Portugal.
Return shipping costs are the customer’s responsibility, unless the product received is damaged, defective, or incorrect and this has been confirmed by our support team.
Refund options for customers
Depending on the situation, we may offer customers two possible solutions:
Option 1 — Standard return and refund review
For orders over $50, customers may be asked to return all sealed and unopened products to our logistics center before a refund can be processed.
Once the return is received and inspected, we will notify you by email whether the refund has been approved.
Opened or used products cannot be refunded under the standard return procedure for hygiene and safety reasons.
Option 2 — Customer experience review
If the product has already been opened or used, we may offer an alternative review process.
In this case, the customer will be asked to complete a short customer experience questionnaire. This usually takes around 10 minutes and helps us understand:
- why the customer decided to purchase the product;
- what expectations they had before ordering;
- what may have made them hesitate before buying;
- what did not meet their expectations after trying the product.
Answers are used internally to improve our product page, customer experience, and communication. Responses may be reviewed anonymously.
After receiving the completed questionnaire and any requested photos, our team will review the case and decide whether a refund, partial refund, store credit, replacement, or another solution may be offered.
Completing the questionnaire does not automatically guarantee a full refund, but it allows our team to review the situation fairly and propose the most appropriate solution.
Photos and proof
For opened, damaged, defective, incorrect, or disputed products, we may ask you to provide photos of:
- the product received;
- the packaging;
- the shipping label, if available;
- any unopened or sealed items remaining.
This helps us verify the issue and process your request properly.
Damages and issues
Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item.
We will evaluate the issue and do our best to make it right.
Non-returnable items
Because our products are consumable, we cannot accept returns for products that have been opened, used, damaged after delivery, or removed from their original packaging, unless otherwise approved by our support team.
We also do not accept returns on gift cards, digital products, free gifts, or downloadable items.
Exchanges
The fastest way to receive another item is to contact us first. If an exchange is approved, we will provide the next steps by email.
European Union 14-day cooling-off period
If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days after delivery, without giving a reason.
To qualify, the item must be unused, unopened, sealed, and in its original packaging. You will also need the receipt or proof of purchase.
This legal right does not affect any additional commercial support we may offer under our 120-day customer support and refund review policy.
Refund processing
We will notify you once your return or refund request has been reviewed.
If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may need additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at: