RETURN AND EXCHANGE
At OneUpSkates, we strive to provide our customers with high-quality products and exceptional service. We understand that sometimes a product may not meet your expectations or fit perfectly. Therefore, we have developed the following exchange policy for skates to ensure your satisfaction.
1. Eligibility for Exchange:
- Skates must be returned within 14 days from the date of purchase or delivery.
- Skates must be in their original condition, including all original packaging, tags, and accessories.
- Skates must be unused, unworn, and free from any signs of damage, wear, or alteration.
- Proof of purchase, such as a valid receipt or order confirmation, is required.
2. Exchange Procedure:
- Contact our customer service team by phone or email to initiate the exchange process. Provide them with your order details and the reason for the exchange. You can find the contact details HERE.
- Ensure that the skates are packed into its original condition, with all the tags, packaging and accessories still intact before making your way down to the store.
- Once we receive the skates and verify their eligibility for exchange, we will process your exchange request!
3. Exchange Options:
- Size Exchange: If the skates do not fit properly, you can exchange them for the correct size, subject to availability.
- Style Exchange: If you are not satisfied with the style of the skates, you can exchange them for a different model or design, subject to availability.
- Defective Product Exchange: In the rare event that the skates have a manufacturing defect or arrive damaged, we will exchange them for a new pair of skates at no additional cost.
4. Exchange Limitations:
- If the requested size or style is not available, we will offer you a refund or store credit as an alternative.
- The customer is responsible for any price differences between the original product and the exchanged product, if applicable.
- Any promotional discounts or coupons applied to the original purchase may not be applicable to the exchange.
- Customized skates, including those with personalized engravings or alterations, are not eligible for exchange unless there is a manufacturing defect.
5. Refund Policy:
- Refunds will only be provided if the skates are deemed ineligible for exchange based on the criteria mentioned in section 1.
- Refunds will be issued in the original form of payment, excluding any shipping charges incurred during the initial purchase or return.
6. Additional Information:
The customer is responsible for all return shipping costs, unless the exchange is due to a manufacturing defect or shipping error on our part.
We reserve the right to refuse an exchange if the skates do not meet the eligibility criteria mentioned in section 1 or if the exchange policy is abused.
If you have any further questions or require assistance regarding our exchange policy for skates, please contact our customer service team. We are here to help and ensure your satisfaction with our products.