Refund & Cancellation Policy

This Refund & Cancellation Policy describes the circumstances in which Sky High Exports (“Sky High”, “we”, “us” or “our”) accepts cancellations, returns and issues refunds for mobile phones, tablets, laptops, smart wearables, audio devices and electronic accessories supplied by us. This policy forms part of our Terms & Conditions.

1. Order Cancellation

• Before confirmation: You may cancel an enquiry or quotation at any time before we issue an order confirmation, free of charge.
• After confirmation: Once an order is confirmed and production, procurement or import has commenced, cancellation requests will be considered on a case-by-case basis. Any costs already incurred (materials, labour, customs, freight) will be deducted from any advance paid.
• Custom and private-label orders: Orders for custom-designed, branded or specially sourced goods cannot be cancelled once production or procurement has begun.
• All cancellation requests must be made in writing through the contact form on our website.

2. Returns

We accept returns only in the following circumstances:

• The goods delivered are materially different from the agreed specification or order confirmation.
• The goods are defective, damaged in transit or short-shipped.
• The wrong goods have been delivered.

To be eligible for a return, you must notify us in writing within 7 days of delivery, quoting the invoice number and providing photographs and a description of the issue. Goods must be unused, in their original packaging and in the condition in which they were received.

3. Non-Returnable Items

• Custom-made, private-label or made-to-order goods, unless defective.
• Goods that have been used, altered, washed, worn or damaged after delivery.
• Perfumes, cosmetics and personal care items that have been opened or whose seal has been broken, for hygiene and safety reasons.
• Goods returned without prior written authorisation.
• Samples and goods sold on a clearance or “as-is” basis.

4. Return Process

• Contact us through the contact form on our website within 7 days of delivery with your order details and supporting evidence.
• Our team will review your request and respond within 3 working days with a Return Authorisation and return instructions.
• Pack the goods securely and ship them to the address provided. For defective or incorrect goods, we will bear reasonable return shipping costs; in all other approved cases, return shipping is at the buyer's expense.
• On receipt and inspection of the returned goods, we will confirm the outcome and process a replacement, credit note or refund as applicable.

5. Refunds

Approved refunds will be processed within 7 to 10 working days of our receipt and inspection of the returned goods, to the original method of payment. Bank processing times may vary. Where goods were paid for by bank transfer, refunds will be made to the account from which payment was received. We may, at our discretion and with your agreement, offer a replacement or credit note instead of a refund.

6. Advance Payments

Advance payments made against confirmed orders are refundable only in accordance with Section 1 of this policy. Where an order is cancelled by us due to our inability to supply, the full advance will be refunded.

7. Damaged or Short Shipments

Please inspect all consignments at the time of delivery and note any visible damage or shortage on the carrier's delivery receipt. Claims for transit damage must be reported to us within 48 hours of delivery along with photographs of the packaging and goods, so that we can raise claims with the carrier or insurer.

8. Disputes

Any dispute relating to this policy shall be resolved in accordance with the dispute resolution and governing law provisions in our Terms & Conditions. Nothing in this policy limits your rights under the Consumer Protection Act, 2019 where applicable.