Returns Procedure
We should be able to answer all your questions here. However if you need any further help please contact our Customer Service Team on 0121 501 1111 or email us at sales@skatehut.co.uk
1) How do I return my items?
2) Where do I send my items?
3) Can I return my item?
4) Product damaged/sent in error
5) When will my return be processed?
6) How long will it take for my refund to go through?
7) My exchange is URGENT, what do I do?
8) Returning products for warranty issues.
9) Problems with your scooter
At Skate Hut we offer a 30 day returns policy that commences upon the date of receipt. During these 30 days we can also exchange any unused items, however we advise you to contact us beforehand.
Please note that if you try to return your order after the 30 days period the return will not be accepted and the items will be sent back out to you, unless exceptional circumstances apply.
How do I return my items?
First of all, please make sure that you’re eligible to return/exchange the items by reading the information below.
If you wish to return an item to us please do so by obtaining a unique returns RMA code. Failure to do so may result in a delay processing your return.
Please take time to read the information below and then follow the link provided at the bottom of the page to get your code and start the simple returns process.
Along with your return please include the following where possible;
- Your unique RMA Code
- Your order number
- Your contact details
- A short note explaining the reason for return
Before processing the return it is important that you read the conditions below.
To begin the returns process, please visit www.skatehut.co.uk/account/returns and follow the steps provided
Please Note: Our Customers are responsible for the cost of Return Postage, unless the return is due to an error on our part.
We can only accept returns/exchanges which are in a new and unused condition, with all tags and packaging included. All returns are checked by Skate Hut before a refund is issued. We will not accept returned goods that are not in a saleable condition and will return them at a cost to the buyer.
While we understand that our customers will want to try items on, if returned, they cannot show signs of use.
If your product has been used in any way, please contact us before returning the item. Authorisation for this type of return is required; otherwise any cost incurred will be the customer's responsibility.
Where do I send my items?
Please address all returns to:
Returns Dept
Skate Hut Limited
Unit 2, Block 2
Shenstone Trading Estate
Halesowen
West Midlands
B63 3XB
Please do not put any tape or labels directly on the packaging of the product box. This may damage the packaging and cause the item to be unsalable. Due to this you may be charged for the resulting damage.
All exchanges will be sent out to you FREE of charge.
Can I return my item?
The item cannot be returned if:
- It has been used or worn for a prolonged period of time
- It is marked or dirty in anyway
- The packaging has been lost, thrown away or damaged (In a manner not caused by transportation).
- It has been damaged in return transit due to insufficient packaging.
Please do not return items deemed faulty to us without prior consent from the Skate Hut sales team.
In the unfortunate event that you have received an item thought to be faulty please follow these steps
1) If a manual is present please read thoroughly to ensure correct operation of the product
2) If the fault persists please email sales@skatehut with a description of the proposed fault and your order number. If you can attach a photo of the area this could help speed up the process a great deal. Alternatively please call to discuss this with our Customer Service team on 0121 501 1111.
3) Await for further instruction in reply from a member of our sales team. Emails are usually answered within 24 working hours.
If you think you may have a fault with your scooter please see the information below regarding possible scooter faults.
What if my product was damaged/sent in error?
If a product was delivered in error or the product was damaged on arrival we can refund the cost of return postage up to £10.00. It is important that we are notified within 48 hours of receipt of goods. 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.
Our postal address for returned goods is:
Returns Dept
Skate Hut Limited
Unit 2, Block 2
Shenstone Trading Estate
Halesowen
West Midlands
B63 3XB
When will my return be processed?
It can take 3 – 5 days for your return to be processed from date receipt of the goods. Please allow for this time period before contacting us. Once your return has been processed the Returns Team will contact you via email or phone to confirm this.
If there are any problems or extra payment needs to be taken for an exchange our Returns team will contact you via phone to discuss this. It is important therefore to ensure the correct number is provided with your return.
How long will it take for my refund to go through?
Once the refund has been processed by our team it can take up to 72 hours for the money to reach your account. All refunds will be credited back to the original method used to place the order.
My Exchange is URGENT, what do I do?
We understand that sometimes an exchange may be URGENT as it is needed for a certain event. In this case we strongly recommend that you place a new order through our website and then send the other items back as a return for a full refund. However, you must still ensure that you are within the 30 day return period for them to be accepted.
Please ensure that you check delivery times stated before ordering – we do have a cut off time for next day delivery.
Returning Products for Warranty Issues
At Skate Hut we want to offer the best service. Sometimes we are not able to help with a possible fault through communication alone. Due to this we may request that a product is returned to us for inspection after a warranty issue is reported. It may be that we need to do this to determine the fault. We may also ask for the opinion of the manufacturer on some warranty issues.
After we have inspected the item (which can take 3 – 5 days) we will determine whether this has a manufacturing fault or not. If a fault is found Skate Hut will reimburse your postage costs, and cover the postage costs to return the product to you, once fixed. However, if the products have been damaged through use or general wear and tear, you will be responsible for all postage costs. Our returns team will be in contact to discuss the return of the item.
Problems with your Scooter?
Is my scooter faulty?
If you are thinking about contacting us regarding a scooter you think may be faulty or developed a fault, please take the time to read the following information:
The 1st thing to do is to consult the manufacturer’s manual and to make sure everything is assembled to the standard that was intended by the manufacturer.
Most scooters are now used for tricks and as such are deemed a piece of extreme sports equipment, please feel free to visit our YouTube channel for a quick insight into what they are used for http://www.youtube.com/user/skatehutuk
Being at the forefront of scooters for the last 5 years has given us the opportunity to access and witness countless broken scooters over the years, with this in mind we are able to make informed decisions based on information provided by the customer and help out where possible through good will.
The life of a scooter or any other product can be increased with general maintenance, if the product is assembled to a satisfactory level as detailed in the manufactures manual this will drastically reduce the chance of breakages or problem occurring.
The most common problems that can develop within the life of a scooter can be avoided, and therefore are not covered under warranty, these include:
Rounded Bolts
It is important that when tightening bolts, make sure you are using the correct tools and any Allan Key or spanner is seated correctly, do not over tighten bolts and ensure the correct amount of leverage is used.
Poor Wheel Alignment
This can be caused by a loose headset and locking nut on threaded set ups, this can be tightened commonly with a 36mm wrench. A second cause can be an insufficiently tightened collar clamp.
Clunky / Noisy Headsets
Headsets have several moving parts, and can be quite delicate, therefore require some looking after, it is important to keep them clean, free of grit mud or water, if a headset starts to become less effective, it is important to take them apart and clean them (remembering the order of assembly) we also recommend using a purpose made lubricant and not grease.
Wheels
Wheels are a wearing part, and will need to be replaced after time, but can prematurely “de-hub” or “chunk” if they are bashed on curbs or copings.
Noisy Clicking Bearings
Like headsets, bearings are a moving part and need to be kept free from dirt, water and grime. This can be helped with a purpose made lubricant; however a lot of bearings are damaged during fitment as there is no give in metal they can be a tight fit so have to be inserted with great care.
Worn Brakes
Brakes by their very nature will wear, but this is not helped by over braking or braking with too much force
Griptape
Griptape will wear, if it didn’t it wouldn’t be doing its job, however to prolong the life of your tape try to keep it dry, and away from extreme temperatures.
Handlebar Grips
These will wear through use, and will have to be regularly changed for the safety of the rider, but damage can be caused trying to put them on, you can use hairspray or WD40 to assist with this.
Broken Handlebars
Please ensure that your collar clamp is suitable for the scooter that you are using and is sufficiently tightened up, if ridden with play in the bars this drastically increases the chance of them breaking around the clamp area.
For any further questions or general queries please contact sales@skatehut.co.uk or Telephone on 0121 501 1111
