Refund policy
At SkiCatalogue.com, we strive to provide high-quality products and excellent customer service. Please review the following policy carefully before placing your order.
Order Cancellation Requests
Customers may request to cancel an order before it has been fulfilled by using the “Cancellation / Withdrawal Request” feature available within their customer account on SkiCatalogue.com or by contacting us at support@skicatalogue.com.
The Cancellation / Withdrawal Request feature can be accessed by logging into the customer account used to place the order. Customers may submit cancellation or withdrawal requests by providing the required order information through this feature.
Cancellation requests are not guaranteed and are subject to the order status at the time the request is received.
Orders that have already been fulfilled, processed for shipment, shipped, or have a shipping label generated may no longer be eligible for cancellation and will instead be subject to the applicable return policy.
General Return Policy
Returns must be requested within ten (10) days of delivery by contacting support@skicatalogue.com, unless otherwise required by applicable consumer protection laws.
To be eligible for a return, products must:
- Be unused and in new condition.
- Include all original packaging, tags, manuals, accessories, and documentation.
- Show no signs of installation, mounting, use, wear, damage, modification, or customization.
- Be returned in the same condition in which they were received.
Products returned in a condition different from their original state may be refused or may be subject to a restocking fee.
Non-Returnable Items
The following items are final sale and cannot be returned:
- Underwear and base layers
- Socks
- Customized or personalized products
- Products specially ordered for a customer
- Mounted skis, drilled skis, or products modified at the customer’s request
- Gift cards
- Any item specifically marked as non-returnable or final sale
Customized and Mounted Products
Products that have been customized, modified, mounted, drilled, adjusted, or specially ordered at the customer’s request may not be eligible for cancellation, return, exchange, or refund.
This includes, but is not limited to:
- Skis mounted with bindings
- Skis drilled for bindings
- Bindings adjusted to customer-provided boot sole length (BSL)
- Customized race equipment
- Special-order products not normally stocked by SkiCatalogue.com
- Products altered or configured to customer specifications
For customers residing in the European Union, customized, mounted, drilled, adjusted, configured, personalized, or specially ordered products may be exempt from the statutory right of withdrawal where permitted by applicable law.
Customers are encouraged to carefully verify all product specifications, sizing, and configuration details before placing an order for any customized or mounted product.
Shipping & Fees
Customers are responsible for return shipping costs unless the item is being returned due to a verified defect, damage in transit, or an error on the part of SkiCatalogue.com.
To ensure proper customs clearance and tracking, SkiCatalogue.com will provide a return shipping label and any required customs documentation. Unauthorized returns may be refused.
Once a Return Authorization has been approved and a return shipping label has been issued, the package must be dropped off with the designated carrier within three (3) business days. Returns that are not shipped within this timeframe may no longer be accepted, and the Return Authorization may be cancelled.
The applicable return shipping cost, if any, will be communicated in the Return Authorization email. Unless otherwise required by applicable law, return shipping charges may be deducted from the refund amount.
Original shipping charges are non-refundable except where required by applicable law.
Original duties, taxes, brokerage fees and customs charges are non-refundable.
Customers exercising their right of withdrawal are responsible for all return shipping costs. Original duties, taxes, brokerage fees and customs charges are non-refundable.
European Union Right of Withdrawal
For consumers residing in the European Union, applicable consumer protection laws may provide a statutory right of withdrawal.
EU consumers may withdraw from their purchase within fourteen (14) days of receiving the goods without providing a reason, unless an exemption applies under applicable law.
To exercise this right, customers may submit a request using the “Cancellation / Withdrawal Request” feature available within their customer account on SkiCatalogue.com or by contacting support@skicatalogue.com within the applicable withdrawal period.
Upon submission of the withdrawal request, customers will receive an electronic confirmation acknowledging receipt of their request.
Once a valid withdrawal request has been submitted, customers must return the goods without undue delay and in accordance with applicable law. Return instructions will be provided by SkiCatalogue.com after the withdrawal request has been reviewed.
Returned products must:
- Be complete and in their original condition.
- Include all original packaging, accessories, manuals, and tags.
- Be adequately packaged to prevent damage during transit.
Where permitted by law, the value of any diminished product condition resulting from handling beyond what is necessary to inspect the nature, characteristics, and functioning of the goods may be deducted from the refund.
Certain products may be excluded from the right of withdrawal where permitted by applicable law, including customized, personalized, mounted, drilled, adjusted, configured, or specially ordered products.
Refunds
Once a returned item has been received and inspected, we will notify the customer of the approval or rejection of the refund.
If approved, refunds will be processed to the original payment method used for the purchase.
Refund processing times may vary depending on the payment provider and financial institution.
Shipping charges, return shipping charges, duties, taxes, brokerage fees, customs charges, and other non-product fees are non-refundable except where required by law.
If a returned item is received damaged, used, incomplete, missing original packaging, or otherwise not in its original condition, SkiCatalogue.com reserves the right to deny the refund or issue a partial refund reflecting the diminished value of the product.
Damaged, Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact support@skicatalogue.com within forty-eight (48) hours of delivery.
Please include:
- Your order number
- A description of the issue
- Photographs of the product
- Photographs of the packaging
- Photographs of the shipping label
We will review the issue and provide appropriate resolution options.
Refused Shipments
If a shipment is refused by the customer, returned due to non-payment of duties, taxes, brokerage fees, import charges, failure to provide customs documentation, or failure to accept delivery, all costs incurred by SkiCatalogue.com including return shipping charges, customs fees, brokerage charges, storage fees, carrier charges, and any other related costs may be deducted from any eligible refund.
Orders returned due to an incorrect address provided by the customer, failure to collect the shipment, refusal to pay import charges, or refusal to accept delivery may be subject to return shipping charges, customs charges, brokerage fees, and carrier administrative fees, all of which may be deducted from any eligible refund.
Duties, Taxes and Customs Charges
For international shipments, duties, taxes, brokerage fees, customs charges, import fees, and related governmental or carrier charges may be collected at checkout or assessed during importation depending on the shipping service selected and destination country.
Duties, taxes, brokerage fees, and customs charges collected at checkout or assessed during importation are non-refundable once remitted to the applicable authorities, customs agencies, carriers, brokers, or service providers.
Customers remain responsible for complying with all import requirements applicable in their destination country.
Cancellation / Withdrawal Request Feature
The Cancellation / Withdrawal Request feature is available within the customer’s account on SkiCatalogue.com and serves as the primary method for submitting cancellation requests and European Union withdrawal requests.
Customers who are unable to access their account may alternatively contact support@skicatalogue.com and provide their name, email address, and order number.
Contact Information
For all return, cancellation, withdrawal, warranty, and customer service inquiries, please contact:
support@skicatalogue.com
SkiCatalogue.com reserves the right to update or modify this policy at any time without prior notice.