SkaiaStore
How cancellations, delivery failures, faulty or misdescribed digital entitlements, gifts, refunds and payment disputes are handled.
Policy information
If a paid digital entitlement has not yet been supplied, contact SkaiaCraft Support as soon as possible. Where cancellation remains available, the purchase will be handled in accordance with the checkout terms, applicable law and the state of fulfilment.
When a purchaser expressly requests digital delivery and acknowledges the effect on cancellation rights, the statutory 14-day change-of-mind right may be lost once supply begins. This does not remove rights for faulty, materially misdescribed or undelivered digital content or services.
If an entitlement is not delivered, is duplicated incorrectly, is delivered to a recipient different from the confirmed purchase because of a SkaiaCraft error, or does not materially match its product description, contact SkaiaCraft Support. We may correct delivery, replace the entitlement, provide a price reduction or support an appropriate refund remedy.
The purchaser, rather than the recipient, should submit support requests for gift purchases. If a gift has already been delivered, any approved refund may require the related entitlement to be removed from the recipient.
A server sanction for conduct unrelated to the transaction does not automatically create a refund entitlement for a correctly supplied product. We will still consider the circumstances fairly and will not exclude any statutory right relating to the purchase itself.
If a refund is approved, it is handled through Tebex and the original payment method where supported. Timing after approval depends on Tebex, the payment provider and the customer's bank or card issuer.
A payment dispute or chargeback can place the related entitlements into review and may result in revocation if the payment is reversed. This does not prevent a customer from exercising Tebex-supported payment-provider or legal dispute rights. Contact SkaiaCraft Support first where practical so a genuine delivery or entitlement issue can be investigated.
For account, purchase, delivery or policy questions, contact SkaiaCraft Support.