This Returns & Refunds Policy explains how Skylar (“Skylar”, “we”, “us” or “our”) handles requests involving returns, exchanges, damaged or incorrect items, cancellations and refunds for orders placed through skylar-brand.com. It is designed to work alongside our Shipping Policy. Nothing in this Policy is intended to remove or limit any consumer right or remedy that cannot lawfully be excluded under applicable Nigerian law.

1. Business and Contact Details

• Business: Skylar
• Website: https://skylar-brand.com
• Address: 98, Gberigbe Road, Gberigbe, Ikorodu, Lagos, Nigeria
• Telephone: +234 810 253 8812

To request a return, exchange or refund, contact Skylar by telephone or at the business address above. Please provide your order number, the telephone number used at checkout and a clear description of the issue. Do not send an item back before contacting us for instructions, unless applicable law requires otherwise.

2. When This Policy Applies

This Policy applies to purchases made through skylar-brand.com, unless the terms of a specific promotion or order lawfully provide otherwise. If a product listing or order confirmation gives a specific return arrangement, it will be read together with this Policy. Where there is a conflict, mandatory legal rights take precedence.

3. Eligible Return Reasons

You may contact us to request a remedy if:

• The item delivered is damaged, defective or materially faulty.
• The item is different from what you ordered, including a wrong style, size, colour or product, where the difference is attributable to fulfilment.
• An item is missing from the order or the quantity supplied is incorrect.
• The order is materially not as described on the website.
• You wish to request a change-of-mind return or exchange, subject to the eligibility conditions in Section 4 and any rights under applicable law.

We may ask reasonable questions or request photographs to understand the issue and determine an appropriate resolution. We will assess each case fairly and in accordance with applicable law.

4. Change-of-Mind Returns

If you simply change your mind, choose the wrong size or no longer want an item, a return or exchange may be accepted at Skylar’s discretion, subject to the conditions below and any non-excludable rights under applicable law. Before publishing, Skylar should confirm whether it wishes to offer a defined voluntary change-of-mind period.

• The item should be unworn, unused, unwashed and undamaged, with original tags, labels and packaging where reasonably applicable.
• The item must be returned with accessories or other components supplied as part of the purchase.
• The customer should retain proof of purchase or provide sufficient order details for verification.
• Items showing wear, washing, alteration, stains, perfume, odour, damage caused after delivery or missing components may be ineligible for a voluntary change-of-mind return, subject to applicable law.
• For hygiene reasons, certain items may be excluded from voluntary returns where clearly disclosed before purchase and permitted by law.

A change-of-mind request does not affect your rights where an item is defective, damaged, incorrect or otherwise fails to meet applicable legal requirements. Any voluntary return window, if offered, should be clearly stated on the live website and applied consistently.

5. Items That May Be Excluded from Voluntary Returns

Subject to mandatory legal rights, Skylar may exclude the following from voluntary change-of-mind returns where the exclusion is disclosed before purchase and lawful:

• Items that have been worn, washed, altered or damaged after delivery.
• Items returned without required tags, parts or accessories where their absence affects resale or verification.
• Personalised or made-to-order items, if Skylar offers them and the item was produced to the customer’s specifications.
• Hygiene-sensitive items where the seal has been broken, if relevant to the products sold and lawful.
• Items clearly marked as final sale under a disclosed promotion, except where the item is faulty, incorrect or applicable law provides a remedy.

These exclusions do not apply to the extent they would unlawfully remove a consumer’s legal rights.

6. Reporting Damaged, Defective, Incorrect or Missing Items

Please inspect your order promptly after delivery. If an item is damaged, defective, incorrect or missing, contact us as soon as reasonably possible. To help us investigate, provide:

• Your order number and the name or telephone number used at checkout.
• A description of the problem and when you first noticed it.
• Clear photographs of the item, labels and packaging where relevant.
• Any relevant delivery information, including whether the outer packaging was visibly damaged.

Prompt reporting helps us investigate and coordinate with our fulfilment or courier partners, but it does not remove any rights you may have under applicable law. Please keep the item and packaging until we advise whether they are needed for inspection or collection.

7. How to Request a Return or Exchange

Follow these steps:

1. Contact Skylar using the details in Section 1 and state whether you are requesting a return, exchange, replacement, repair where applicable, or refund.
2. Provide the order information and supporting details requested for assessment.
3. Wait for our response and return instructions. We may provide a return address, collection arrangement or other appropriate process.
4. Pack the item securely, including relevant tags, components and packaging, and follow the instructions provided.
5. Keep proof of dispatch or collection until the case is resolved.

Do not send returns to the business address without first confirming that this is the correct return destination and that the parcel can be received there.

8. Return Shipping Costs

If the return is required because Skylar supplied a damaged, defective, incorrect or materially misdescribed item, or because an item is missing due to our fulfilment error, Skylar will arrange or reasonably cover the return or collection cost as appropriate, subject to applicable law.

For an approved voluntary change-of-mind return or exchange, the customer may be responsible for return delivery costs unless Skylar states otherwise. Any cost responsibility will be explained before the return is completed. We will not impose undisclosed fees.

If Skylar arranges collection, we will communicate the collection process and any relevant conditions. Do not use an expensive or unusual delivery service for a return unless we approve it or applicable law requires reimbursement.

9. Exchanges and Replacements

Exchanges and replacements depend on stock availability and the nature of the issue. If the requested size, colour or replacement item is unavailable, we will discuss reasonable alternatives, which may include another item with your agreement or a refund where appropriate. We will not substitute a different product without your agreement.

For a change-of-mind exchange, any price difference and additional delivery cost will be explained before the exchange proceeds. If the issue is caused by a faulty, incorrect or materially misdescribed item, the remedy and allocation of costs will be handled in accordance with applicable law.

10. Refund Eligibility and Method

A refund may be available where required by law or where Skylar approves a refund under this Policy. Depending on the circumstances, a resolution may instead involve replacement, exchange, repair where applicable or another lawful remedy. We will explain the proposed resolution before proceeding.

Where practicable, refunds will be returned through the original payment method. If that is unavailable or cannot reasonably be used, we may request information to arrange another lawful and secure method. We will not ask you to disclose your full card PIN, password or one-time authentication code to process a refund.

The refund amount will reflect the remedy agreed or required by law. Original delivery charges, return delivery charges and any partial refund will be handled according to the circumstances, the information disclosed at purchase and applicable law.

11. Refund Processing Time

As a proposed service target, Skylar aims to initiate an approved refund within 5–10 business days after the return is received and inspected, or after the refund is otherwise authorised where a physical return is not required. This target must be confirmed by Skylar before publication and is not a guarantee.

After Skylar initiates a refund, the payment provider or bank may require additional time to credit the funds. The time taken depends on the provider and payment method. We will communicate if further information is needed or if a material delay arises.

12. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. We will try to cancel it if it has not been packed, dispatched or otherwise progressed beyond the point at which cancellation is practicable. Once dispatched, the request may need to be handled under the return process.

If Skylar cancels an order because an item is unavailable, payment cannot be confirmed, delivery is not serviceable or another valid fulfilment issue arises, we will notify you where reasonably possible and arrange any refund due. This section does not affect mandatory legal rights.

13. Returned Items and Inspection

We may inspect returned items to verify the stated reason and condition. We will handle items with reasonable care and use the inspection only for the purpose of assessing the request and managing the return. If a voluntary return does not meet the disclosed eligibility conditions, we will explain the reason and discuss whether the item can be sent back to you. Any return delivery charge for sending an ineligible item back must be disclosed in advance and be lawful.

14. Orders Not Received, Lost or Misdelivered

If an order has not arrived within the latest estimate communicated to you, contact Skylar with your order number. We will check the order and, where relevant, raise an enquiry with the courier. If the parcel is confirmed lost or misdelivered, we will investigate and work with you to determine an appropriate resolution, which may include replacement, redelivery or refund as required by applicable law.

Please also refer to our Shipping Policy for delivery estimates, failed delivery attempts, address accuracy and delivery investigations.

15. Promotional Items, Discounts and Bundles

If an item was purchased using a discount, voucher or bundle offer, any refund will be calculated consistently with the offer terms disclosed at purchase and applicable law. Where only part of a bundle is returned, the refund may reflect the price paid for the returned item and the conditions of the promotion, provided those conditions were clearly disclosed and are lawful. We will explain the calculation where relevant.

16. Fraud Prevention and Abuse

We may review return patterns or supporting information to identify suspected fraud, misuse or errors. We may request reasonable verification or decline a voluntary change-of-mind return that does not meet disclosed conditions. We will not use this section to deny a remedy that is legally required for a faulty, incorrect or otherwise non-compliant item.

17. Consumer Rights and Complaints

This Policy is intended to operate consistently with applicable Nigerian consumer-protection and data-protection requirements. Nothing in it excludes or restricts any statutory right that cannot lawfully be excluded. If you disagree with our decision, contact us with your order number and an explanation of the issue so we can review the case. You may also pursue any remedies available through the relevant consumer-protection or dispute-resolution channels.

18. Privacy

Information supplied during a return, exchange or refund request will be used to verify the purchase, assess the issue, communicate with you, process the remedy and maintain required records. Relevant details may be shared with payment providers, couriers or service providers where necessary. See Skylar’s Privacy Policy for more information.

19. Policy Changes

We may update this Policy to reflect changes to our processes, products or legal obligations. The current version will be published on skylar-brand.com with an effective or revision date. Any update will be applied in accordance with applicable law and will not unlawfully remove rights relating to an existing purchase.

20. Contact Skylar

• Skylar
• 98, Gberigbe Road, Gberigbe, Ikorodu, Lagos, Nigeria
• Telephone: +234 810 253 8812
• Website: https://skylar-brand.com