Our product exchange policy aims to provide customers with complete security regarding the items purchased in our store.
All of our products come with a warranty against manufacturing defects.
We also accept exchanges for products that arrive different from what was originally ordered.
If you receive a product with a manufacturing defect or different from the one you ordered, please follow these steps to request an exchange:
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If more than 7 business days have passed and the product presents any issue or defect, contact us providing your ID number, order number, the item to be returned, and a description of the defect.
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Once we receive your email, we will forward your request to our quality department for verification. Authorization from this department will be required before an exchange can be processed.
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After the analysis, we will contact you with the result and confirm whether an exchange is necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
⚠️ Please note: we will not process exchanges or refunds after this period.
Complaint Analysis
Your complaint will be reviewed within a maximum of 7 business days. If the issue is confirmed, we will contact you via email and you may choose one of the following options:
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Receive a refund of the amount paid.
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Receive a replacement of the same product you originally ordered.
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Receive a product of similar value.
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Receive a store credit (coupon) in the value of the product for future purchases.
Order Cancellations (Right of Withdrawal)
In accordance with the Consumer Protection Code, requests to cancel online purchases must be made within 7 calendar days of receiving the product.
For credit card refunds, our finance department has up to 7 business days to process the request with the card issuer. Please note that the credit may take up to 120 days to appear on your statement, depending on your billing cycle and your credit card company’s policies.
If a bank transfer refund is required, it will be processed within 10 business days after quality analysis, and only to a bank account registered under the same personal ID used for the purchase on our website.
Important Conditions
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Products returned without prior communication, outside the allowed period, missing items, without tags, or without an invoice will be sent back to the customer.
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The same applies to exchanges denied by our quality department after analysis — these products will be returned to the customer via collect on delivery (COD) shipping, and the return shipping fee must be paid by the customer.
⚠️ Notice: Skynora is not responsible for return shipping costs in cases of refunds, chargebacks, or exchanges for other products. These costs are the customer’s responsibility.