Return and Refund Policy
OUR RETURN AUTHORIZATION FORM
Once you’ve verified you meet the following criteria for a repair or replacement, please click here to fill out the RMA form. If you have already filled out the form and need to edit information, simply visit that link under the same account and you should be able to edit any fields.
Please ensure you fill this form out accurately with as much detail and accuracy as possible, to avoid unnecessary delays. For example, if your product is used, do not mark it as new. We check all products thoroughly and fees will be appropriately assessed according to the condition of the product.
Again, the form MUST be filled out before we can proceed with any requests. Any requests for products sent in without filling out the form will not be entertained.
OUR 30 DAY PRODUCT GUARANTEE
We firmly stand behind the quality of our products. We believe you deserve a brand new product that works out of the box. So that’s why we made our 30 day guarantee.
It boils down to this: if the product comes defective out of the box to you, we will replace the item and ship it back to you for free. All fees associated with the replacement—including the return shipping, the replacement and the shipping back—will be fully covered by us. If there is no replacement unit available, we will ensure the unit is properly repaired with brand new components and ship it back free of charge. The item must be new and unused to qualify for this. This policy applies only to first time repairs: the customer must be responsible for shipping and any repair fees for any repairs after the first repair.
Once you use your item, you are no longer covered under the guarantee but our 30 day warranty instead. This means if your product shows any signs of use, we will repair the product and ship it back for free. However, you must be responsible for the cost of shipping to us.
We accept refunds for only brand new, unused products. There is a 15% restocking fee for all refunds. This fee is not for us to make money but to cover the expenses for the shipping and time involved in fulfilling your order.
We absolutely do not accept refunds for used products. If we receive a used product and a request for a refund, we will reach out to you to cover the shipping costs to return the item to you.
In exceptional cases, where a refund is requested for a used product (which includes but is not limited to: hoverboards with scratches, cracks, blemishes, discoloration, etc), a 65% repair and restocking fee will be applied, to cover shipping, handling and repair expenses, which is why we prompt our customers to test the hoverboard before actually riding it.
If you find yourself out of the 30 days warranty, we highly recommend our customers to go to a local repair shop or technician for the most time effective solutions.
Our biggest recommendation is to immediately test the product once you receive it to make sure it is fully functioning before using it in your daily life. If you experience an issue, you should let us know right away and we can get you squared away. Please test it indoors to ensure the product is brand new and unused.
FREQUENTLY ASKED QUESTIONSOrders & Shipping
- How long does shipping take?
We usually ship out the same or next business day (weekends don't count). Then it usually takes anywhere from 2-6 business days to receive the package. If you are experiencing any issues with your tracking number, just email us at support.
- How much is shipping?
Shipping is 100% free, no strings attached.
- What is your shipping policy?
We work with all our carrier partners such as UPS, Fedex, and USPS. Your order is typically processed in one business days. During the business holiday season, please expect five business days for processing. The order will be delivered to you in three to five business days. After your order is placed and processed, we will e-mail you a tracking number.
We ship to any address in the United States except Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific, American Samoa, Federated States of Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, Hawaii and the United States Virgin Islands.
- Can I cancel my order?
If you’d like to cancel your order, you must contact us within 24 hours of your order at support. If the order has not been shipped out yet, we will provide a full refund to the credit card which you used to place the order. If it is after 24 hours or the order has already been shipped out, you must contact us at support. to notify us you’d like to return the product. You will be responsible for a 15% restocking fee. This fee is not for us to make money but to cover the expenses for the shipping and time involved in fulfilling your order.
- There’s something missing in my order
We're really sorry for that inconvenience. We'll definitely make sure to square it away for you. Just send us your name, order number and a description of the item not received to support. Please wait for our verification and we will provide you an update via e-mail.
- I need more details on the 30-day product guarantee
We believe we have one of the most transparent and fairest policies on the web for Products. Please take a look at our Returns Policy Page carefully before purchasing your Product. While we are committed to our customers, we are strict with our policy, especially concerning returns and refunds.
Regarding Product Replacement or Repairs
If the product is found to be new yet defective out of the box, we will replace it and ship it back to you for free.
All fees associated with the replacement—including the return shipping, the replacement, and the shipping back—will be fully covered by us. If there is no replacement unit available, we will ensure the unit is properly repaired with brand new components and ship it back free of charge. If the product shows any signs of use (any scratches, blemishes, wear on the tires, etc.), you are no longer covered under the 30 Day Product Guarantee and instead covered under our 30-day warranty. This warranty means that we will repair the product and ship it back free of charge. However, you are responsible for the cost of shipping to us. If there are any signs of use or if you do not contact us within 3 days of the delivery date, you may not be eligible for a prepaid shipping label.
Regarding Product Refunds
We only provide refunds for Products that are in new condition. A 15% restocking fee is applied to all refunds. This fee is not for us to make money and helps us cover the expenses we incur, such as the shipping. We do not provide any refunds for Products in 'used' condition (scratches, blemishes, signs of use). For 'used' Products, we only provide the 30-day repair service. Requirements for a Refund or Replacement
To qualify for a refund or replacement, please ensure that:-The board has no signs of wear or usage.-We only accept refunds for new and unused Products without signs of use.
-The product was purchased in the last 30 days at Skynfly.com-All product(s), accessories, documentation and packaging materials must be returned in their original packaging as you received it-Proof of purchase or sales receipt is included.
-You ship the Product at your own expense, obtain a tracking number and ensure the shipment or accept the risk of loss/damage while in transit to Sky & Fly.
-If the Product is in ‘new’ condition (no scratches, blemishes, signs of use) we apply a 15% restocking fee against your refund. This fee is not for us to make money and helps us cover the expenses we incur, such as the shipping. Please note, the 30 Day Satisfaction Guarantee does NOT apply to damage caused by improper use, negligence, or personal alterations of our products. We strongly recommend you review our entire policy before purchasing. While we are dedicated to incredible customer service, we are strict with our policies, especially concerning refunds.
*Next Steps if You Qualify for a Refund or Replacement
- To qualify for a refund or replacement, please fill out the form at RMA Form. You can find more instructions at the bottom of this page to initiate the process by filling out our RMA form.
- Do you actually follow this policy?
Yes, we absolutely do. This is one of the things that we pride ourselves on: we follow through on the promises we make. If you get a defective unit upon receipt, you absolutely will be guaranteed a new unit without incurring any fees.
- I don’t like this policy and refuse to follow it. Now what?
We’re really sorry about the inconvenience but we’ve created these policies after surveying what our competitors did and what we thought would benefit our customers the most without putting us out of business. We truly believe we have one of the most transparent and straightforward policies out there. We abide by our policies strictly so please read them before a purchase. We highly suggest that you do not attempt a chargeback as it usually ends up being a situation in which the customer is ultimately unsatisfied. We have all necessary documentation to successfully fight any inaccurate claims . Of course, we would prefer to solve the issues directly before it ever gets to a chargeback issue. If you’re truly upset, reach out to us at support and we can try to see what we can do. But be warned that we typically follow all guidelines outlined on this page.
- I read the policy and understand my situation. What’s the next step?
Please click here to fill out the RMA form. You need to create a Google account to fill out the form. If you have already filled out the form and need to edit information, simply visit that link under the same account and you should be able to edit any fields. Please ensure you fill this form out accurately to avoid unnecessary delays. For example, if your product is used, do not mark it as new. We check all products thoroughly and fees will be appropriately assessed according to the condition of the product.
You can also fill out the form by visiting: here to fill out the RMA form.
- How do I reach your Customer Service Team?
You can reach out to us by e-mailing us at support. By far, e-mail is the fastest way to get a response to your inquiry. At this time, we do not provide phone support.