Refund policy

Returns & Refunds

At Sky5 Store, we know that shopping online means you can’t always pick up and inspect a product before buying. We get it—and we want you to feel confident about shopping with us.

Below is how we handle returns, refunds and exchanges, including what to do if you change your mind or something isn’t quite right.

Changed Your Mind?

We’re happy to offer a refund or exchange if you’ve had a change of heart, provided the following conditions are met:

You contact us within 10 business days of receiving your item at store@sky5.com.au.
The item is unused, in its original condition and packaging, and still saleable.
You can provide proof of purchase, such as:
- The original receipt, or
- The order confirmation or invoice that came with your online or Click & Collect purchase.
You’re happy to cover the cost of return shipping.

If you don’t have proof of purchase, we may offer an exchange at the current value of the item—at our discretion, and only if we can confirm it was originally purchased from us.

Please note: This “change of mind” policy only applies to full-priced items. Sale items or items bought with a discount code are not eligible under this section.

Returning a Gift Certificate Purchase?

If you bought something using a gift certificate and want to exchange it, we can issue a replacement gift certificate, provided:

You email us within 10 business days of receiving your order.
The item is unused and in its original, saleable condition.
You can provide proof of the original gift certificate or purchase.
You cover any return shipping costs.

Your replacement gift certificate will be valid for 6 months from the date it’s reissued.

Again, this policy only applies to full-priced purchases. Sale or discounted items are not eligible for this type of return.

Faulty or Damaged Items

In the unlikely event your item arrives faulty, damaged, or not as described, please contact us at store@sky5.com.au within 24 hours of delivery.

Here’s what to do:

Keep the original packaging.
Let us know what’s gone wrong.
We’ll work with you to arrange a replacement, repair, or refund, including any shipping costs involved.

Under the Australian Consumer Law, you're entitled to a refund or replacement if a product has a major fault or doesn’t do what it’s supposed to. If the issue is minor, we may choose to repair the item instead.

A Quick Summary

✅ You can return full-priced items if you change your mind (10 business day window, unused, proof of purchase).
✅ You can exchange gift certificate purchases for a new certificate.
✅ Faulty or damaged items? We’ll sort it out at no cost to you.
❌ Sale or discounted items aren’t eligible for change-of-mind returns or gift certificate exchanges.

Got a question or need to arrange a return? Email us at store@sky5.com.au—we’re happy to help.