Overview

In order to ensure that you are satisfied with our products and enjoy quality after-sales service, SKYSHL provides you with a clear return and repair policy. Please refer to the following FAQs for relevant terms.

Return and Warranty Policy

    • 90-day unconditional return and exchange service.
    • Free replacement service within 1 year.
    • Free repair service within 3 years.
    • Lifetime limited warranty service.

Need help?

Contact us at af@skyshl.net for questions related to refunds and returns.

About Returns

1. Can a customer return a product?

Yes, you can apply for a return under certain conditions.

    • 90-day unconditional return service: You can return the product within 90 days after receiving it. Please return the product with the receipt of purchase after packaging.
    • If the product you received has quality problems, does not match the product you ordered, has any quality problems during use, or does not meet your requirements, you can apply for a return within 90 days after receiving the product.
2. How does a customer request a return?

You can apply for a return by following the steps below:

    1. Submit an application: Log in to your account, find the relevant order in the "My Order" page or submit an after-sales application to the customer service, explain the problem (such as return without reason, the product does not match the description, return due to quality problems), and upload relevant credentials (such as photos, order number, product SN code).
    2. Review the application: We will verify the problem and review the application, usually reply to the customer within 1-3 working days to confirm whether it meets the return policy.
    3. Product return: If you need to return the product, we will provide a warehouse address according to the situation in the customer's country. Please contact the logistics company to complete the shipment and keep the logistics certificate (see Article 3 for specific related fees).
    4. Submit the logistics certificate: Please send us the retained logistics certificate or waybill number.
    5. Return confirmation: After receiving the returned product, the warehouse will confirm the integrity of the product with us.
    6. Refund: After confirming that the product is intact, we will refund the original route.
    7. Complete the return service.
3. Is the customer responsible for return shipping costs?

The responsibility of return shipping fee depends on the reason of return:

    • If the return is because the item has quality problems, not as described or incorrectly shipped, we will bear the return shipping cost. [Customers are required to advance the shipping fee first, after the warehouse receives the item and submits proof of shipping cost and collection information (PAYPAL is recommended), we will refund your fee within 1-3 business days].
    • If the item is returned for personal reasons (e.g. dissatisfaction, wrong size, etc.) or returned without reason, the shipping cost will be borne by the customer.

About Exchange

1. Can customers exchange goods?

Yes, you can apply for an exchange under certain conditions.

If there is any problem with the item during use, you can request an exchange within 1 year of receiving the item.

2. How does a customer apply for an exchange?

You can apply for an exchange through the following steps:

    1. Submit an application: Log in to your account, find the relevant order in the “My Orders” page or submit an after-sales application to the customer service, explain the problem (such as the goods do not match the description, quality problems, the goods can not meet the requirements of the exchange of goods, etc.), and upload the relevant credentials (such as photographs, order number, product SN code), and if you need to replace the new If you need to change to a new delivery address, please let us know.
    2. Review application: We will verify the problem and review the application, usually within 1-3 working days to reply to the customer to confirm whether it is in line with the exchange policy.
    3. Return of goods: If you need to exchange goods, we will provide a warehouse address according to the customer's country, please contact the logistics company to complete the shipment, and keep the logistics voucher (please see Article 3 for the specific related costs).
    4. Submit logistics voucher: Please send the retained logistics voucher or waybill number to us.
    5. Return Confirmation: We will confirm the goods with the warehouse within 1-2 days after the warehouse receives the returned goods.
    6. Processing plan: After confirming the goods, we will send the goods to the customer according to the order address or the customer's new address.
    7. Logistic information: Once we have the latest logistic information after the new item has been reshipped, we will notify the customer.
    8. Refund of shipping fee: We will refund the advanced shipping fee sent by the customer according to Article 3.
    9. Completion of the exchange service.
3. Is the customer responsible for return shipping costs?

The responsibility of return shipping fee depends on the reason of return:

    • If the return is because the item has quality problems, the item is not as described or incorrectly shipped, we will bear the return shipping cost. [Customers are required to advance the shipping fee first, and after the warehouse receives the goods and submits the proof of shipping cost and collection information (PAYPAL is recommended), we will refund your fee within 1-3 working days].
    • If the item is returned for personal reasons (e.g. dissatisfaction, wrong size, etc.) or returned without reason, the shipping cost will be borne by the customer.

About Maintenance

1. What is the maintenance policy?

We offer return service for all products under warranty.

    • Free replacement service within 1 year: within 1 year from the date of purchase, if your product has quality problems, we will provide free replacement service.
    • Free repair service within 3 years: Within 3 years from the date of purchase, if your product malfunctions due to quality problems, we will provide free repair service.
    • Lifetime Limited Warranty Service: During the lifetime warranty period, we will provide limited warranty service for your product. Please refer to the product warranty manual for specific warranty coverage and terms.
2. How does a customer request a repair?

Maintenance application process is as follows:

  1. Submit an application: Log in to your account, find the relevant order in the “My Orders” page or submit an after-sales application to the customer service, describe the problem (e.g., quality problem of the product) and upload the relevant credentials (e.g., photos, videos, order number, product SN code).
  2. Preliminary after-sales service (e-mail): Through the customer's description of the problem (such as usage problems, calibration problems or general problems with the product), as well as the pictures and videos of the problems provided by the customer, the after-sales engineers will make targeted replies to the problems, which will include text descriptions, pictures, operation instructions, operation videos, upgraded software, and links for purchasing accessories.
  3. Appointment of remote video conference: If the problem still can't be solved, the after-sales engineer will make an appointment of remote video conference with the customer, in order to further collect the problem of the goods and solve the problem.
  4. Remote video conference: After-sales engineers communicate and analyze the problem by video face-to-face with the customer, and guide the customer to solve the problem in real time.
  5. Maintenance mode confirmation: If the remote video conference still can't solve the problem, we will consult with the customer about the maintenance mode according to the problem:

(1) Replacement service according to the return and exchange policy: refer to the content of “About Return” and “About Exchange”.

(2) Send the problematic parts back to the Chinese factory for repair: the customer sends back the parts and provides the address to which the parts will be sent after repair, otherwise the parts will be sent back according to the order address.

(3) Send new parts to the customer for replacement: the customer provides the shipping address, otherwise send the new parts according to the order address.

(4) The customer will send the goods to the customer's country repair center for repair: we provide the address of the repair center in the customer's country, the customer provides the send back address of the repaired parts (otherwise send the parts back in accordance with the order address), and the repair center completes the repair and sends it to the customer by the repair center.

(5) The customer will send the goods to the Chinese factory for repair: we provide the address of the Chinese factory, the customer provides the return address after the repair (otherwise send back the parts according to the order address), after the completion of the repair by the Chinese factory to send to the customer.

3. Does the customer have to pay for the return?

Depending on the circumstances, the cost may vary:

    • In the warranty period, if the product failure belongs to the quality problem or material problem, the return repair is free of charge, send back the cost of the customer please advance payment, and keep the logistics voucher, after the completion of the repair of our Division will return to you.
    • Outside the warranty period or product problems are due to customer reasons (such as misuse, physical damage, etc.), the return repair will incur costs, the cost includes but is not limited to the cost of repair and shipping costs.
4. What should I do if the customer is not satisfied with the return result?

If the customer is not satisfied with the results of the rework, the customer can make the following requests:

    • Re-assessment: If you think there is still a problem with the returned product, we can arrange for a re-inspection.
    • Replacement: In case the repair fails or cannot be repaired, we will provide you with a replacement product of the same model or equivalent value.
5. If an item is out of warranty, can it be returned for repair?

Even if the product is out of warranty, we can still provide you with chargeable repair services.

    • After the product is out of warranty, the repair service will incur a certain fee, which is determined according to the complexity of the product failure and the required parts.
    • After the product is out of warranty, we will provide continuous software upgrade service.

How do I contact the after-sales service?

If you have any queries regarding returns or refunds, you can contact the after-sales service team via the following methods:

After-sales Email: af@skyshl.com

Tell/Whatsapp: +86-18923700205

Through these comprehensive policies, SKYSHL ensures to provide you with efficient and convenient return and repair services to enhance your shopping experience. We are committed to providing our customers with quality products and services to ensure that you can rely on us for every purchase. If you have any questions, please feel free to contact the after-sales team and we will be happy to serve you!

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