Returns

Refunds and Returns

At Skate Asylum we want you to be completely satisfied with your purchase. If you are unhappy with the products in any way you may return them within 14 days of receipt, for either a full refund (less delivery charges) or an exchange. All you pay for is the return postage. After 14 days returns are accepted at Skate Asylum’s discretion. International orders may only be returned for a refund. To receive an exchange, a second order must be placed.

When returning goods, you can either fill in the return form which is on the back of your invoice or include a note with your name, address, the order number from your invoice, contact telephone number and reason for return. Please also state whether you require a refund or exchange.

Clothing- must be unworn, with all tags and stickers attached and folded neatly and returned in its original packaging. We will not accept clothing returns with hair, skin, sweat, smoke smell or any which have been washed. 

Skates/shoes- must be unworn, to check that they fit, try them on clean carpet to keep the wheels/soles clean. The shoebox must be returned in its original condition also. 

Exchanges

Please Note: We are unable to offer exchanges on International orders.

If you require an exchange for an item that is more expensive we will give you a call to arrange the extra payment. We will dispatch the exchange as soon as possible, however if you need the item fast it is considerably quicker to place a second order and send the original order back for a refund.

Smaller items that are exchanged will be dispatched free of charge, however larger items may incur a re-send fee to non UK mainland addresses including the highland and islands of Scotland. Please contact us if you have any queries.

We would advise you to at least obtain proof of posting when returning goods, as loss or damage during return shipping is the responsibility of the customer.

Faulted Items

If you have received an item you believe is faulted or incorrect please contact us as soon as possible. We may ask for images of the faulted item which can speed up the return/replacement process. In some cases we will ask you to return the faulted/incorrect item and a refund on the return postage will be refunded upon receipt. However in some cases, depending on the size of the item, we will arrange a collection for the item and you will be advised on this once you have contacted us.

Skateboards: Due to the extreme nature of the sport skateboard decks are not covered under warranty for breaks/cracks/snaps etc as this is usually caused by landing a trick incorrectly. If you have a board that has de-laminated this may be covered under warranty, however the board will be returned to the manufacturer for inspection and they make the final decision.

Unfortunately we are unable to offer a refund on boards that have been customised to your needs eg, gripped, stickers applied as they cannot be re-sold as new due to the alterations made.

Scooters:

JD Bug offer a 30 day warranty for manufacturing defects.

Stunt Scooters have a 90 warranty for the deck for any manufacturing faults not caused by rider negligence/misuse eg, landing a trick incorrectly. The warranty for other parts will be detailed in the warranty form included in the parcel. Please read these details carefully before the scooter is used. If you have not received this information in your parcel you can request a copy at any time.

Please note: Bearings are not covered under warranty unless they are received faulty before use. In order to prolong the life of your bearings they need to be kept dry and clean.

Skates: The warranty details for skates will be included in the box with the skates, however please contact us if you have any queries.

DVD’s: Please note that dvd's cannot be returned for refund unless sealed as new in their cellophane wrap.

How to package returns

Returned items must be in a new and unused condition, with all tags and packaging included. Please cover the product box as received in either a strong plastic bag or box so that no tape/labels etc are on the actual product box. All returns are checked by us before a refund is issued. We will not accept returned goods that are not in a saleable condition. If we do not receive returns in a satisfactory condition we will either return the parcel back to you at your cost or process a partial refund only.

We would advise you to at least obtain proof of posting when returning goods, as loss or damage during return shipping is the responsibility of the customer.

Please note that dvd's and videos cannot be returned for refund unless sealed as new in their cellophane wrap.

Your statutory rights remain unaffected.

Our postal address for returned goods is:

Skate Asylum,
64a Newgate Street
Bishop Auckland
Co. Durham.
DL14 7EQ

If you require advice on any of the above please contact us on 01388 607231 or by e-mail using this contact form.

Complaints

At Skate Asylum we are committed to providing the highest possible service and quality to our customers. However, occasionally, mistakes are made or goods may prove to be faulty or defective. If, for any reason, you are not completely satisfied with our goods or services please contact us by:

e-mail - please use the contact form provided here

or phone - 01388 607231

or write to -

Skate Asylum,
64a Newgate Street
Bishop Auckland
Co. Durham.
DL14 7EQ

All complaints will be dealt with promptly.

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