Refund policy

Refund Policy

Last Updated: 2026

At On The Sky, we want you to be fully satisfied with your purchase. This Refund Policy explains how returns, refunds, and exchanges are handled by ON THE SKY LTD

This policy applies to all orders placed through our website.

1. Company Information

This website is operated by:

Company Name: ON THE SKY LTD
Registered Address: 5 South Charlotte Street EDINBURGH EH2 4AN
United Kingdom
Phone Number: 020 4615 3196
Website: https://onthesky.co.uk/

2. Your Rights Under UK Consumer Law

If you are a customer in the United Kingdom, you have legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

This means:

You have the right to return most online purchases within 14 days of receiving your order
You have the right to a refund, repair, or replacement if an item is faulty or not as described

Nothing in this policy affects your statutory rights.

3. Change of Mind Returns (14-Day Cooling-Off Period)

If you change your mind, you may request a return within 14 days of receiving your order.

To qualify for a change of mind return:

The item must be unused and in original condition
The item must be returned in original packaging (where possible)
The item must not be damaged, worn, washed, or altered
You must contact us before returning the item

Important Note

You are responsible for return postage costs for change of mind returns unless we state otherwise.

4. Non-Returnable Items

For hygiene and safety reasons, some products cannot be returned if they have been opened, used, or unsealed.

Non-returnable items may include (where applicable):

Personal care or hygiene products
Items with broken seals
Underwear, swimwear, or intimate items (if opened/used)
Products that have been customised or made to order
Items that are damaged due to misuse

If you are unsure whether your item is eligible, please contact us before returning.

5. How to Request a Return

To request a return, please contact us with:

Your full name
Order number
The item(s) you wish to return
Reason for return (optional but helpful)

Once your request is approved, we will provide return instructions.

Please do not send items back without contacting us first, as this may delay your refund.

6. Return Condition Requirements

Returned items must be:

In original condition
Unused and resellable
Returned with all accessories, manuals, tags, and packaging (if included)

We reserve the right to refuse a refund if:

The item shows signs of use
The item is returned damaged
Parts are missing
The item is returned outside the return window

7. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible after delivery.

To help us resolve the issue quickly, we may request:

Photos of the item and packaging
A description of the issue
Your order number

If your claim is approved, we will offer an appropriate solution, which may include:

Replacement
Full refund
Partial refund
Store credit (only if you agree)

Where the fault is confirmed, we will cover reasonable return postage costs.

8. Refund Processing Time

Once we receive and inspect your returned item, we will process your refund.

Refunds are usually processed within:

5 to 10 business days

Please note:

It may take additional time for your bank or payment provider to reflect the refund in your account
Refunds are issued to the original payment method only

9. Refund Amounts

Refunds will include:

The price paid for the returned item(s)

Refunds may not include:

Original delivery fees (unless required by law or the item is faulty)
Return postage costs for change of mind returns

If an item is returned used, damaged, or incomplete, we may reduce the refund amount accordingly.

10. Exchanges

We may offer exchanges depending on the product and availability.

If you would like an exchange, please contact us with your order number and the item you wish to exchange.

If an exchange is not possible, we will offer a refund according to this policy.

11. Cancelled Orders

If you request cancellation before dispatch, we will cancel your order and issue a full refund.

If the order has already been dispatched, it must be returned under the change of mind return process.

12. Missing Parcels or Delivery Issues

If your parcel has not arrived within the expected timeframe, please contact us so we can investigate with the courier.

If tracking shows the parcel as delivered but you have not received it:

Check with household members or neighbours
Check any safe place instructions
Contact the courier if possible
Contact us for further support

We will assist where possible, but we may not be able to issue a refund if tracking confirms delivery to the correct address.

13. Chargebacks and Payment Disputes

We encourage customers to contact us first before filing a chargeback or payment dispute.

Unnecessary chargebacks after receiving goods may result in:

Account restrictions
Refusal of future orders
Evidence being submitted to the payment provider

We aim to resolve all issues fairly and professionally.

Refund Policy

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