Refund policy
We want you to feel confident purchasing from SkyWell. If you decide your SkyWell system isn't right for you, we accept eligible returns within 14 days of delivery.
Return Eligibility
To be eligible for a return, you must request a return within 14 days of receiving your order.
The system must be returned:
- In its original condition, without damage or signs of misuse
- With all included accessories, components, manuals, and packaging
- With the original proof of purchase
Because SkyWell systems are large and specialized equipment, returns that are approved and received in complete, like-new condition are subject to a restocking fee of 15%.
Any missing components, damage, excessive wear, or damage to the original packaging may result in additional deductions from the refund.
How to Request a Return
To request a return, contact us at jacob@eternapacks.com within 14 days of delivery. Please include your order number and the reason for the return.
Do not ship a product back without receiving return authorization from SkyWell first. Unauthorized returns may not be accepted.
Once your return is approved, we will provide instructions for preparing and shipping the system.
Return Shipping
Because SkyWell systems are large and heavy, we will coordinate the return shipment with you. The cost of return shipping will be deducted from your refund along with any applicable restocking fee.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery and contact us as soon as possible if your system arrives damaged, defective, or incorrect.
If your product arrives damaged in transit, take photographs of the packaging and product before discarding any materials and contact us promptly so we can evaluate the issue and coordinate a resolution.
Products experiencing a manufacturing defect are handled under our 1-Year Manufacturer Warranty rather than the standard return policy.
Warranty
All SkyWell systems are backed by a 1-year manufacturer warranty covering eligible manufacturing, mechanical, electrical, and component defects.
The warranty is separate from our 14-day return policy and does not extend the return period.
For complete warranty terms and coverage, see our Warranty Policy.
Refunds
Once we receive and inspect your returned system, we will notify you whether your refund has been approved.
If approved, your refund will be issued to the original payment method, including any applicable restocking fee, return shipping costs, or deductions for missing or damaged components.
Please allow up to 10 business days for your refund to be processed after the return has been approved. Your bank or payment provider may require additional time to post the refund.