Refund policy

Skillio World Ltd — Returns & Refunds Policy

Last updated: 04/05/2026

This Returns & Refunds Policy applies to purchases made directly through www.skillioworld.com.

If you bought your Skillio product from another retailer, marketplace, social media shop or third-party platform, please check that retailer’s own returns process. Their returns policy may apply to your purchase.


1. Contact Us First

To start a return, please contact us at: hello@skillio.com

Please include:

  • Your name;
  • Your order number;
  • The product you want to return;
  • The reason for the return, if you wish to provide one; and
  • Photos if the product is damaged, faulty, incomplete or incorrect.

We will provide return instructions and the correct returns address.

Please do not send products back without contacting us first, as this may delay your refund, replacement or exchange.


2. Your Right to Cancel

If you are a UK consumer buying online, you usually have the right to cancel your order within 14 days after the day you receive your goods, without giving a reason. You then usually have another 14 days to return the goods after telling us you want to cancel. 

To cancel your order, email us at hello@skillio.com within the cancellation period.

 

3. Change-of-Mind Returns

For change-of-mind returns, products should be returned:

  • Unused;
  • Complete;
  • With all original packaging;
  • With all accessories, cards, inserts, extras and promotional items included; and
  • With proof of purchase or your order number.

You may inspect the product as you would in a shop. However, if the product has been opened, used, damaged, marked, made incomplete, mixed with other items, or handled more than necessary, we may reduce your refund to reflect any loss in value where legally allowed.

For change-of-mind returns, you are responsible for return postage costs unless we agree otherwise.


4. Founder Drop Returns

Founder Drop products are covered by your statutory rights.

If you change your mind, you may cancel within 14 days after receiving your order and return the product in line with this policy.

Founder Drop products must be returned complete, including the Skillio Stick It! game pack and all included extras such as the keyring, sticker, pouch, autograph/message card, wristband and packaging items.

If any Founder Drop items are missing, used or damaged, we may reduce your refund to reflect the loss in value where legally allowed.


5. Damaged, Faulty, Missing or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, incomplete or incorrect, contact us as soon as possible at: hello@skillio.com

Please include your order number, a description of the issue and photos where possible.

Please tell us within 7 days where possible so we can resolve the issue quickly. This does not affect your statutory rights.

Where an item is confirmed to be faulty, damaged, missing or incorrect, we may offer a replacement, replacement part, missing item, refund or another suitable solution depending on the issue.

If a card is misprinted, missing or damaged inside a sealed game pack, we will aim to replace the affected card or product where reasonably possible.

If a Founder Drop item such as a keyring, sticker, pouch, wristband or autograph/message card is missing, we will aim to send the missing item once the issue has been verified.

Nothing in this policy affects your legal rights if goods are faulty, not as described, or not fit for purpose.


6. Exchanges

We do not currently offer automatic exchanges for change-of-mind returns.

The fastest way to get a different product is to return the original item in line with this policy and place a new order.

If your item is faulty, damaged, missing or incorrect, contact us and we will help resolve the issue.


7. Refunds

Once we receive and inspect your return, we will let you know whether the refund has been approved.

If approved, we will refund you to your original payment method where possible.

We will refund you within 14 days of receiving the returned goods, or receiving evidence that you have sent them back. UK guidance confirms that refunds for online returns must usually be made within 14 days of receiving the item back. 

We will refund the product price and the standard delivery charge you paid, where required by law. If you selected a more expensive delivery option, we only need to refund the cost of standard delivery. 

Your bank or payment provider may take additional time to process the refund.


8. Return Postage

For change-of-mind returns, you are responsible for the cost of returning the product to us unless we agree otherwise.

We recommend using a tracked postal service and keeping proof of postage.

If the product is faulty, damaged, incorrect or incomplete, we will explain the return or replacement process when you contact us.


9. Products That May Not Be Eligible for Return

Some products may not be eligible for cancellation or return where the law allows. This may include, for example:

  • Personalised products;
  • Products made to your specification;
  • Digital products once access or download has started, where applicable; or
  • Other products excluded by law.

Any product-specific return restrictions will be made clear on the relevant product page where applicable.

For current Skillio physical card game products, your statutory cancellation rights apply unless a legal exception applies.


10. International Orders

International customers may have additional rights depending on where they live.

If you return an international order, you are responsible for any return postage, customs forms, duties, taxes, charges or fees unless the product is faulty, damaged, incorrect or incomplete and we agree otherwise.

Original customs duties, import taxes, local fees or handling charges are usually not refundable by us because they are charged by customs authorities or third parties.


11. Contact

Questions about returns and refunds should be sent to: hello@skillio.com