Return & Refund Policy — SkyWitch

At SkyWitch, we take pride in delivering warm, carefully made pieces to every customer who supports us. ✨ Please read this policy carefully before placing your order.

By completing a purchase, you confirm that you have read and agreed to the terms outlined below.

Pre-Order Model

All items sold by SkyWitch are pre-orders. Production begins after your order is placed, which affects when an order can still be changed or cancelled. Please see "Order Cancellations" below.

Right of Withdrawal (Customers in the EU, EEA and UK)

If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, contact us at skywitch@atomicmail.io with your order number and a clear statement that you wish to withdraw. Return shipping costs are borne by the customer unless the item is faulty. Refunds are issued within 14 days of us receiving the returned item.

Items must be returned in the condition in which they were received. Nothing in this policy limits your statutory rights, including the 2-year conformity guarantee under EU law.

Returns (All Other Customers)

Because every item is produced to order, we do not accept returns for change of mind outside the withdrawal right described above.

Returns are accepted where a product arrives damaged, defective, or incorrect. To be eligible:

• Proof of purchase must be provided
• The issue must be reported within 30 days of delivery
• Photographs clearly showing the issue must be included

Damaged or Incorrect Items

If your order arrives damaged or you received the wrong item, contact us at skywitch@atomicmail.io within 30 days of delivery with your order number and clear photos.

Each case is reviewed individually. Where a claim is confirmed, we will offer a replacement, a partial refund, or a full refund depending on the circumstances.

Bundle orders. Where a bundle contains multiple items and only one arrives damaged or incorrect, the remedy applies to the affected item, calculated proportionally against the bundle price paid.

Product Appearance and Natural Variation

Every SkyWitch piece is produced individually. The item you receive may differ from the images shown on our website in colour, tone, finish, texture, exact proportions, and in the brightness or warmth of any light effect.

Product photography is taken under studio lighting and digitally processed, and screens differ in colour calibration. Lifestyle imagery is staged — light effects shown vary with room size, bulb, distance, and ambient conditions.

Some images are renders or AI-assisted visualisations rather than photographs of the exact unit you will receive. Where this is the case, the image is illustrative of design and mood only.

Variation of this kind is a characteristic of how our pieces are made, not a defect, and is not on its own grounds for a return or refund under this policy.

This does not affect your statutory rights. If the item you receive is faulty, not fit for its purpose, or materially different from the description given on the product page, contact us — those cases are handled under "Damaged or Incorrect Items" above.

Order Cancellations

Orders may be cancelled within 24 hours of purchase, free of charge, provided production has not begun.

After 24 hours, your item has entered production and the order can no longer be cancelled. Because each piece is produced individually as a pre-order, work and materials are committed at that stage.

This 24-hour window is separate from, and does not replace, the statutory right of withdrawal described above.

Delays Are Not Grounds for Refund

As stated in our Shipping Policy, pre-orders may take 4 to 8 weeks or longer from order to delivery. A delay within or moderately beyond this range does not, on its own, entitle the customer to a refund.

If your order has not shipped within 60 days of purchase and we cannot provide a firm dispatch date, you may request cancellation and a full refund.

Optional Digital Services

The optional digital services offered at checkout — Priority Handling, 30-Day Extended Support, and Shipping Assistance — are described in full in our Shipping Policy.

These services are consumed at the point of purchase and are non-refundable once your order has entered production, except where refundable under applicable consumer law.

Purchasing or declining any of these services does not affect your statutory rights.

Show Some Support (Tip)

Tips left under our "Show Some Support" feature are voluntary contributions not tied to any product, service, or guarantee. Tips are non-refundable except where required by applicable law.

Chargebacks

If you have an issue with your order, please contact us first at skywitch@atomicmail.io — most problems are resolved within a few days.

Where a chargeback is filed without prior contact, we will respond to the payment provider using our store policies, order records, production timestamps, and shipment documentation. This does not limit any right you hold with your bank or card issuer.