Effective Date: July 21, 2026
Last Updated: July 22, 2026

This Store Policy governs all purchases made directly through skates.guru. By placing an order, you agree to the terms below, including our return, refund, exchange, shipping, warranty, and customer service procedures.

Policy Version History

• Orders placed on or after July 21, 2026 — this policy applies.
• Orders placed before July 21, 2026 — see Policy for orders placed before Jul 21, 2026.
• Orders placed before May 27, 2026 — see Policy for orders placed before May 27, 2026.

1. Quick Reference — Deadlines and Fees

This table is a summary for convenience only. The full terms in Sections 2–31 govern in all cases.

2. Definitions

• “We,” “us,” “our,” “Skates.Guru” — SKATE GURU INC.
• Business day — Monday through Friday, excluding U.S. federal holidays and posted closures, measured in Pacific Time.
• Delivery date — the delivery date recorded by the shipping carrier’s tracking system. Where an order ships in more than one package, each item has its own delivery date, being that of the package containing it.
• Return request date — the date your written RMA request containing the information listed in Section 5, Step 1 is received at [email protected], measured in Pacific Time.
• 30-day return window — the period from the carrier-confirmed delivery date through the 30th calendar day after it. It is measured against the return request date only. It governs when a return must be requested, not when the package must be shipped or received.
• Shipped (a return) — the date the carrier accepts the package, evidenced by the drop-off receipt or the first carrier acceptance scan.
• Individual list price — the price at which the item was listed for individual sale on skates.guru on the date your order was placed. If an item was not offered for individual sale on that date, its individual list price is the manufacturer’s suggested retail price in effect on that date.
• RMA — Return Merchandise Authorization, the reference number we issue that authorizes a return.
• New / resellable condition — unused, unworn, clean, undamaged, complete with all original components and packaging, and suitable for resale as a new item.
• Customer-preference return — a return for any reason other than a confirmed defect, confirmed damage, or confirmed fulfillment error. This includes wrong size or color selected, changed mind, fit or stiffness preference, ordered by mistake, or item no longer needed.
• Final Sale item — any item marked, listed, or sold as Final Sale, sold as-is. See Section 4.
• Confirmed error — an error we verify after review, such as shipping the wrong item, wrong size, or wrong model, or shipping an item that does not match its listing.

3. Return Eligibility

Scope. The condition, original-packaging, and completeness requirements below apply to customer-preference returns. They do not apply to items returned as damaged, defective, or incorrect under Section 13, to a Final Sale fulfillment-error return under Section 4, or to warranty claims under Section 14. For those returns, the item must be returned complete, with the components and packaging it arrived with, and in the same condition in which you received it, apart from the reported defect, damage, or mismatch. Every other requirement below — the 30-day return window, a valid RMA, protective outer shipping packaging, and the 14-day ship-back deadline — applies to every return. Nothing in this section limits any consumer right that cannot be waived under applicable law, including rights under the California Song-Beverly Consumer Warranty Act.

To qualify for a customer-preference return, all of the following must be met:

1. The return request is initiated within 30 days of the carrier-confirmed delivery date.
2. A valid RMA has been issued by Skates.Guru before the item is shipped back (Section 5).
3. The item is unused, unworn, clean, undamaged, and in new/resellable condition.
4. The item is returned in its original manufacturer packaging, undamaged and unmarked by you. If the original manufacturer box is missing, or was already damaged when your order arrived, say so in your RMA request (Section 5) and include photos. If we approve, the RMA we issue will authorize a sturdy replacement inner box in writing. A replacement box used without that written authorization is treated as missing original packaging and may result in refusal or a deduction under Section 12. Any original packaging materials supplied with the order must still be returned with the item. Requesting substitute-box authorization does not extend the 14-day ship-back deadline.
5. All original components are included, including but not limited to both skates, blades, blade guards and covers, laces, tools, inserts, manuals, tags, accessories, and any promotional or free items included with the order.
6. The item is shipped inside a protective outer shipping box or bag. The manufacturer or retail box must never be used as the outer shipping container.
7. The return is shipped within 14 days of the RMA issue date. A return shipped inside a valid RMA window is timely even if it is shipped or delivered to us after day 30 of the 30-day return window. An RMA that is not used within 14 days expires and the return is no longer authorized; meeting the 30-day request deadline does not by itself preserve eligibility once the RMA has expired. At our discretion we may re-issue an expired RMA once, provided the original request was received within the 30-day return window and the item is still unused and in new/resellable condition, in which case a new 14-day shipping deadline runs from the re-issue date. We are not obliged to re-issue an expired RMA, and will not re-issue one more than once.

Returns that do not meet these requirements may be refused, returned to the customer at the customer’s expense, or accepted with deductions applied to the refund under Section 12.

If we refuse a return. We will email you within the 5-business-day inspection window (Section 9) with the condition photographs and notes recorded under Section 12, an itemized statement of the documented costs of shipping the item back to you, and your options: (a) we ship the item back — you pay the reshipment cost, any address-correction fee or carrier surcharge, and any repackaging fee, which we will either invoice by email or, where a partial refund is otherwise due on that order, deduct from it; or (b) you accept the refund with the deductions stated in our notice, calculated under Section 12. You may instead prepay the reshipment cost or arrange your own carrier pickup within 30 days of our notice. Amounts we collect under this paragraph are limited to costs we actually incur and can document. Disposition of merchandise you do not reclaim is governed by “Unclaimed and Abandoned Merchandise” in Section 18.

Items That Cannot Be Returned

• Final Sale items, except for a confirmed fulfillment error (Section 4).
• Shipping labels and shipping services purchased as products, which are non-refundable once issued.
• Items showing use, wear, or outdoor use, including sharpened, mounted, heat-molded, or otherwise modified skates.
• Items for which no return request was initiated within the 30-day return window, except where a non-waivable consumer right applies. The 30-day return window is a deadline for requesting a return, not for the return reaching us; a return shipped within the 14-day RMA period is not excluded merely because it arrives after day 30.

4. Final Sale Items (Sold As-Is)

Items marked or sold as Final Sale are sold as-is and are not eligible for return, refund, partial refund, exchange, store credit, or post-delivery price adjustment, except as stated in “The Only Exception” below or where a non-waivable consumer right applies.

Final Sale items are commonly customer returns, open-box items, discontinued items, closeout items, special markdowns, limited-availability products, or items with visible wear, cosmetic damage, packaging damage, defects, missing or imperfect packaging, or other disclosed or reasonably expected condition issues.

Current Final Sale items are listed at skates.guru/products/final-sale.

What You Acknowledge When Buying a Final Sale Item

• The item is sold as-is and the sale is final.
• The item may have scratches, scuffs, dents, stains, marks, signs of use, packaging damage, cosmetic imperfections, defects, or other condition issues.
• Photos are illustrative and may not capture every minor cosmetic mark, such as light scuffs, shelf wear, or packaging blemishes.
• We disclose in the listing description all condition issues known to us that are material to the item’s function, safety, or value. If we failed to disclose such an issue, the exception below applies.
• Additional minor cosmetic condition issues discovered after delivery are not valid grounds for return, refund, exchange, or store credit, except where a non-waivable consumer right applies. This does not apply to an undisclosed defect that is material to the item’s function or safety.
• Customer preference, condition sensitivity, cosmetic expectations, fit preference, stiffness preference, blade or boot appearance, packaging condition, or dissatisfaction with disclosed as-is condition are not valid grounds for return.

The Only Exception

A Final Sale item may be returned only if Skates.Guru confirms the delivered item is materially different from the Final Sale listing — for example, the wrong displayed size, wrong displayed model, wrong displayed item, or another clear fulfillment error.

To claim this exception, you must notify us within 7 days of delivery at [email protected] with your order number and clear photos showing the mismatch. Claims received more than 7 days after delivery do not qualify for this exception and are declined, except where a non-waivable consumer right applies.

Disclosed defects, visible defects, cosmetic flaws, and open-box or customer-return condition do not qualify under this exception and are not handled as damage, defect, or warranty claims. A defect that is material to the item’s function or safety and was not disclosed in the listing does qualify: report it to [email protected] within 7 days of delivery with your order number and photos, and if we confirm it we will issue an RMA under Section 5 and refund you in full, including return shipping.

5. How to Return an Item (RMA Process)

All returns require an RMA before the item is shipped back. Returns received without a valid RMA may be delayed, refused, or returned to sender at the customer’s expense. If we cannot identify the order or customer, the return will not be processed until sufficient proof of purchase is provided.

Step 1 — Request an RMA

Email [email protected] and include:

• Order number
• Customer name
• Item being returned
• Reason for return
• Clear photos, if the item is damaged, defective, or incorrect

Step 2 — Choose Your Return Shipping Method

See Section 6.

Step 3 — Pack the Item Correctly

Follow the packing instructions in Section 8, including marking your RMA number on the outer container and enclosing identifying paperwork. Damage caused by poor return packaging may reduce or void your refund.

Step 4 — Ship Within the RMA Window and Keep Your Receipt

Ship the return within 14 days of the RMA issue date. You are responsible for the package until it is delivered to our returns address. Use a trackable method and keep the drop-off receipt until the refund is issued.

6. Return Shipping and Labels

For customer-preference returns, return shipping is the customer’s responsibility. For returns caused by our confirmed error, or a verified defective or incorrect item reported within 7 days of delivery and before use, we cover return shipping (Section 13). Defects that appear after the item has been used are warranty matters under Section 14. Where we cover return shipping we will, at our option, either issue a prepaid return label of our choosing, or reimburse return shipping we approved in writing in advance. Where we ask you to arrange your own return shipping, use the least expensive trackable ground or standard service reasonably available; reimbursement is limited to the documented actual cost of that service and in no event exceeds USD $30 for domestic U.S. returns or USD $60 for international returns.

Option A — Reduced-Cost Prepaid Return Label

• Fee: $10, charged once. Either purchase the label in advance using the link below, in which case nothing further is deducted from your refund, or ask us to issue the label without prior payment, in which case the $10 is deducted from your refund. You cannot generate the label yourself — we issue it to you once your RMA is approved. You are never charged for the same label twice. Once issued, the label is non-refundable, including if you decide not to ship the return. Buying a label does not authorize a return — an RMA must be issued first (Section 5).
• Available for domestic U.S. orders placed on www.skates.guru, subject to availability. Not available for international returns (Section 19).
• You must use the carrier shown on the label.
• You must keep the drop-off receipt until the return is delivered and processed.
• Purchase here: Reduced-cost UPS/FedEx return-service label

Option B — Your Own Carrier

After receiving an RMA, you may ship using any carrier. You are responsible for using the correct return address, purchasing postage, using a trackable method, and retaining the tracking number. We are not responsible for returns lost or damaged in transit to us.

Shipping Label Purchase Links

• Outbound prepaid shipping label: Purchase outbound shipping label

7. Return Address

Send returns only after an RMA has been issued.

SKATE GURU INC — Returns Department
2696 Lavery Ct, Unit 22
Newbury Park, CA 91320
United States
[email protected]
(818) 722-1288 — carrier and administrative use only

All returns and RMA requests are handled by email at [email protected] — see Section 5. We do not accept return or RMA requests by phone (Section 27).

8. Packing Instructions

Returned items must be packed carefully. Damage caused by poor return packaging may result in refund deductions or refusal of the return.

1. Label the package with your RMA number. Write the RMA number clearly on the outside of the outer shipping container and place a printed copy of the RMA email — or a note with your order number and the name the order was placed under — inside the box. Do not write on the manufacturer or retail box. A return that arrives with no RMA number on the outside and no identifying paperwork inside cannot be matched to an order: under Section 5 it will not be processed until sufficient proof of purchase is provided, and it may be delayed, refused, or returned to sender at your expense.
2. Do not use skates outside. Items must be returned in the same condition received.
3. Repack all components. Include both skates and every original item that came with the order — blade covers and guards, laces, inserts, manuals, accessories, tags, tools, and promotional items.
4. Pack skates correctly. Place the skates sole-to-sole so the blades face opposite directions with toe picks pointing away from each other. This prevents blades from damaging the boots in transit.
5. Use the original manufacturer box. If it is missing or arrived damaged, request substitute-box authorization in your RMA request (Section 5) before shipping — do not ship in a replacement box unless your RMA authorizes it. Either box still goes inside a separate outer shipping container (next step).
6. Protect the inner box. Place it inside a separate outer shipping box or shipping bag. The manufacturer or retail box must never be the outer shipping container.
7. Add packing material. Use packing paper, bubble wrap, or similar so the inner box cannot move during transit.
8. Seal securely. Apply strong packing tape to all seams of the outer container.
9. Never tape or label the manufacturer box. Tape, postage, labels, writing, and carrier stickers go only on the outer container.
10. Attach the return label to the outer container only.
11. Remove or fully cover old labels and barcodes on the outer container.
12. Use the carrier shown on the return label if using a prepaid label.
13. Keep the drop-off receipt. You are responsible for proving the return was shipped and for tracking it until delivery.

9. Refunds

For refunds involving returned merchandise, the refund is issued only after the returned item is received and inspected. We inspect returns within 5 business days of receipt, and issue approved refunds within 5–7 business days of completing inspection. Where no item is returned to us — including order cancellations under Sections 10, 15, and 16, and claim resolutions under Sections 13 and 17 — no inspection applies and the refund is issued within 5–7 business days of our approving the cancellation or claim, except where Section 15 states a different timeline for non-shipment. All refunds, whether or not an item is returned, are subject to the payment-method, deduction, discount, bundle, and loyalty terms in the rest of this section.

Refunds are issued to the original payment method only. We do not issue refunds by cash, check, bank transfer, or to any alternate payment method or third party. Your bank, card issuer, or payment provider may require additional time to post the refund.

How Your Refund Is Calculated

Refund = the total amount you paid on the order that is attributable to the returned item(s) — including any shipping, insurance, duties, and taxes paid on them − applicable deductions

The deductions below are how the charges described in “What Is Never Refunded” are applied. They are subtracted once, not twice.

Example. You paid $300 for the item plus $20 outbound shipping — $320 total. You return it as a change of mind using our $10 prepaid label. Refund = $320 − $20 (original outbound shipping) − $10 (return label) = $290.

Deductions are limited to the following:

• Prepaid return label fee ($10), only where we issued the label without prior payment (Section 6)
• Original outbound shipping charge
• Shipping insurance or Route Package Protection, if purchased
• Repackaging fee of up to $20 (Section 12)
• Damage, use, missing-item, or missing-packaging deductions (Section 12)
• Import duties, import taxes and VAT, brokerage fees, and other non-refundable third-party charges (does not include U.S. sales tax — see “Sales Tax”)
• Actual, documented carrier or customs charges incurred on your specific return or on a failed delivery (Sections 18 and 19) — passed through at cost, with no markup
• Reversed bundle discount, promotion, free-shipping-threshold, or free-gift value (see “Discounts, Bundles, and Loyalty Rewards” below)

This list is exhaustive. No deduction other than those listed above will be taken from a refund. We do not charge a restocking fee. Whenever a deduction is applied, we email you an itemized breakdown — each deduction, its amount, and the reason for it — together with your refund confirmation. Total deductions on an item never exceed the amount you paid for that item, and we never charge you beyond withholding from your refund.

Sales Tax

U.S. sales tax collected on a returned item is refunded together with the refunded item price. Fees we retain — the $10 prepaid return label, the repackaging fee, and any damage, use, or missing-component deduction under Sections 6 and 12 — are service charges, not merchandise, and no sales tax is charged on them; retaining such a fee does not reduce the sales tax we refund on the item. Sales tax is not refunded on merchandise you keep, and sales tax on shipping is refunded only to the extent it was collected on a shipping charge we are refunding.

What Is Never Refunded

Original shipping charges, shipping upgrades, express shipping, shipping insurance, Route Package Protection, import duties, import taxes and VAT, brokerage fees, and similar optional or third-party services are non-refundable once the order ships — unless required by law or unless the return results from our confirmed error. U.S. sales tax is handled separately; see “Sales Tax” above.

Discounts, Bundles, and Loyalty Rewards

• Refunds reflect the actual amount paid after any discount, coupon, or promotion — not the full list price.
• If a return causes the order to no longer qualify for a discount, promotion, free shipping threshold, or free gift, the value of that benefit may be deducted from the refund, or the free item must be returned with the order. This deduction applies only where you return or refuse items. Where part of an order is cancelled by us, is out of stock, or never ships, the benefit is re-evaluated against the items actually shipped and no benefit is deducted from your refund on account of a shortfall we caused.
• Bundles: partial returns of a bundle are permitted. The bundle discount is reversed on the items you keep — they are re-priced at their individual list price (Section 2), not the promotional bundle price, and your refund is reduced by the difference. Example: you buy a bundle of skates and blade guards for $200, then return the skates and keep the guards; the guards are re-priced at their full individual list price and that amount is deducted from your refund. This reduction is capped at the amount of your refund: a bundle return will never result in a balance owed to us, and if the reversal would exceed your refund, the refund is $0 and no further charge is made. We email you the recalculation before processing the refund.
• Loyalty rewards: points or credits earned on a refunded order are reversed. Points redeemed on a refunded order are forfeited and are not restored to your account.

Gift Orders and Gift Returns

A gift return must be initiated by, or with the agreement of, the person who placed the order, and the refund is issued to that person’s original payment method (see above) — so the purchaser will see it. The 30-day return window runs from delivery of the original order, not from the date the gift was given, and is not extended for holidays. All other terms in this policy apply identically. Consistent with Section 24, we will not confirm order contents, prices, or purchaser details to a recipient.

Price Adjustments

Prices, promotions, and markdowns change without notice. We do not issue price adjustments, partial refunds, or store credit if an item you already ordered is later reduced in price. The price that applies is the price shown at checkout.

Installment and Buy-Now-Pay-Later Orders

For orders paid through Afterpay, Klarna, Affirm, or similar providers, refunds are returned to the provider, which then adjusts your payment plan under its own terms and timeline. Skates.Guru does not control the provider’s refund posting schedule or any interest or fees it charges.

10. Order Cancellations and Changes

To cancel or change an order, email [email protected] as soon as possible with your order number.

• Before the order ships: we will cancel and refund in full where possible. Orders often process the same business day, so cancellation is not guaranteed once an order is in the pick-and-pack queue. This does not limit your right under Section 15 to cancel an order we have not shipped within the promised or default 30-day shipping time, or an item we do not have in stock, and receive a full refund.
• After the order ships: the order cannot be cancelled and must be handled as a return under this policy. Refusing delivery does not qualify as a cancellation and is handled under Section 18.
• Address changes cannot be guaranteed once an order is processed. Address correction fees charged by the carrier are the customer’s responsibility.

11. Exchanges

Because inventory changes quickly, Skates.Guru does not offer customer-initiated exchanges and does not reserve or hold items during a return unless expressly confirmed in writing. This applies to exchanges for a different size, model, or colour by customer preference. It does not limit Section 13 or Section 4, where we may elect to send a replacement or exchange to resolve a damaged, defective, incorrect, or materially mismatched item, subject to product availability.

To exchange an item:

1. Request an RMA for the original item.
2. Place a new order for the size, model, color, or item you want.
3. Return the original item under this policy.

All return eligibility rules and fees still apply. We recommend placing the new order promptly, since availability is not held. Final Sale items are not eligible for exchange except where we confirm a material mismatch under the Section 4 exception, in which case we choose the remedy — return, replacement, exchange, or refund — based on availability.

12. Deductions for Damage, Use, and Missing Components

Customer-preference returns must be returned in new/resellable condition. Deductions or refusal may apply if the item is used, worn, damaged, incomplete, dirty, or returned in damaged retail packaging. Items returned as damaged, defective, or incorrect under Section 13, or under the Section 4 Final Sale exception, must be returned complete and in the same condition in which they were received; deductions under this section then apply only to customer-caused use, damage, missing components, or packaging damage, and never to the reported defect, damage, or mismatch itself.

Examples that may result in deductions or refusal:

• Skates used outdoors or on rough surfaces
• Wheels, stoppers, blades, boots, or liners showing wear
• Blades or boots scratched by improper packing
• Missing blade guards or covers, laces, tools, manuals, tags, inserts, or accessories
• Manufacturer box damaged because it was used as the shipping box
• Tape, labels, postage, or writing applied directly to the manufacturer or retail box
• Replacement or non-original inner box used without written authorization on the RMA
• Item returned without protective outer packaging
• Item returned dirty, odorous, damaged, or otherwise unsuitable for resale as new

Returns shipped without a protective outer shipping box or bag may be refused or charged a repackaging fee of up to $20, depending on the condition received.

If an item cannot be resold as new due to customer use, damage, missing components, or packaging damage, the refund may be reduced accordingly or the return declined where permitted by law.

How deductions are calculated. A deduction reflects the item’s actual loss of resale value: for missing components (blade guards or covers, laces, tools, manuals, tags, inserts, accessories), our cost to replace those parts; for damaged or missing manufacturer packaging, our cost to replace the retail packaging; for used, worn, dirty, or otherwise non-new items, the difference between what you paid for the item and the price at which it can realistically be resold in its returned condition. Total deductions on an item never exceed the amount you paid for that item.

Notice and disputes. Where a deduction or refusal is applied, we record the condition of the return on receipt and retain reasonable supporting evidence, which may include photographs, serial numbers, weight records, and inspection notes. We email you an itemized breakdown — each deduction, its amount, and the reason — together with your refund confirmation, and we will share the evidence we hold on written request to [email protected] made within 30 days of that notice. If you disagree, reply to that email within 14 days and we will review the intake documentation and respond in writing within 5 business days; if a deduction was applied in error we refund the difference to your original payment method. The form and extent of the documentation we keep are at our discretion, and the absence of any particular record does not invalidate a deduction supported by our inspection findings. This does not change the refund timing stated in Section 9.

13. Damaged, Defective, or Incorrect Items

If a non-Final Sale item arrives damaged, defective, or incorrect, you must notify us within 7 days of delivery at [email protected], before the item has been used. Reporting within 7 days lets us file a carrier claim, cover return shipping, and resolve the issue fastest. This 7-day period is a service deadline: it does not shorten the implied warranties of merchantability and fitness, which under California law (Civ. Code §1791.1(c)) run at least 60 days and up to one year from the date of sale. A defect that appears only after the item has been used, skated on, sharpened, heat-molded, mounted, or worn is handled under Section 14 regardless of when it is reported.

Your message must include:

• Order number
• Description of the issue
• Clear photos of the item
• Clear photos of the packaging, shipping label, and any visible shipping damage
• Any additional documentation we reasonably request to verify the claim

“Incorrect item” means the wrong size, model, colour, or a different item than ordered, or — in the limited case described in Section 20 — a blade attachment method other than one we confirmed to you in writing before shipment. A shortage — an item, one skate of a pair, or a listed component missing from a shipment you received — is treated as a fulfillment error rather than an incorrect item, and is handled under “Missing Items and Shortages” below.

If we confirm the issue after review, we make it right at no additional merchandise or shipping cost to you. We select the remedy at our sole discretion from: a replacement (subject to availability), a comparable alternate item, an exchange, a refund of the amount paid for the item, a prepaid return label, or approved return-shipping reimbursement. A confirmed claim does not entitle you to choose a specific remedy and does not create a customer-initiated exchange under Section 11. Replacements and refunds are issued after the affected item is returned using the label we provide, shipped within 14 days of the RMA issue date, unless we expressly waive return in writing. The remedy we provide is your sole remedy for the affected item and does not extend to third-party services or costs such as sharpening, mounting, fitting, or shipping you arranged yourself. This paragraph is subject to Section 29 and the Limitation of Liability section and does not limit any consumer right that cannot be waived under applicable law.

Missing Items and Shortages

If a package arrives without an item, one skate of a pair, or a listed component you ordered and paid for, notify us within 7 days of delivery at [email protected] with your order number, photos of the outer package as received, photos of all contents, and a photo of the shipping label. This applies to Final Sale items as well — Final Sale condition disclosures do not excuse an item we did not ship. If we confirm the shortage after review, including against our packing and carrier weight records, we resolve it at no cost to you by shipping the missing item or refunding it. Shortage claims submitted after 7 days may be declined, as package contents and carrier weight records can no longer be reliably verified, except where a non-waivable consumer right applies.

Late Claims

Damage, defect, and incorrect-item claims reported more than 7 days after delivery are not handled as damage, defect, or incorrect-item claims under this section, and are not eligible for free return shipping, shipping reimbursement, replacement, exchange, or a no-cost resolution. Reporting late also means we may no longer be able to file a carrier claim. The item may still be returned as a standard customer-preference return if the request is made within the 30-day return window, an RMA is issued, and the item is returned complete and in the condition in which you received it — with return shipping at your expense and any applicable deductions under Section 12. None of this affects a genuine manufacturing defect, which is handled under Section 14, or any non-waivable consumer right. Any accommodation we extend outside these terms is a one-time courtesy and does not waive this deadline.

Final Sale Items — Damage and Defect Claims

Disclosed defects, visible defects, cosmetic flaws, scratches, scuffs, stains, signs of wear, packaging damage, and open-box or customer-return condition are not treated as damage or defect claims on Final Sale items. See Section 4.

14. Warranty Claims

Skates.Guru follows applicable manufacturer warranty terms for defective products. A defect discovered after use is handled as a warranty claim rather than a return. Where the manufacturer’s warranty applies we will process the claim with the manufacturer. Independently of that, during the implied-warranty period Skates.Guru remains directly responsible to you under Cal. Civ. Code §1792, and we will not require you to pursue the manufacturer as a condition of that remedy. Claims within the implied-warranty period are handled at no charge to you and we pay shipping both ways; the customer-paid shipping terms below apply only to claims made after that period under a longer manufacturer warranty. This does not apply to damage excluded under “Not Covered as Manufacturing Defects.”

Warranty Terms Available Before You Buy

Not every product we sell carries a written manufacturer warranty. Where a product is covered by one, the full text of that warranty is available to you free of charge before you purchase. Email [email protected] with the brand and model and we will send you the complete warranty terms, normally within 1–2 business days. Where the manufacturer publishes its warranty online, we also link to it from the product page. Warranty terms are set by the manufacturer, not by Skates.Guru, and may change; the terms in effect on your purchase date govern your claim.

Warranty coverage depends on the manufacturer’s policy, product type, time since purchase, product condition, and whether the issue is determined to be a manufacturing defect.

Not Covered as Manufacturing Defects

Damage caused by misuse, improper fit, outdoor use, improper installation, improper sharpening, improper blade mounting, improper maintenance, normal wear and tear, impact damage, water damage, heat exposure, modification, or unauthorized repair.

Warranty Procedure

The customer is responsible for shipping the product to our facility for inspection and for return shipping. If inspection confirms a defect in materials or workmanship covered by the manufacturer’s warranty, the product will be repaired or replaced at the manufacturer’s discretion. We may assist with submitting the claim, but manufacturer approval is not guaranteed.

Jackson Ultima Warranty

Jackson Ultima Skates warranties the quality of all figure skates and boots for six months from the date of purchase against defects in material or workmanship under normal use and care. Product found to be defective will be repaired or replaced at our discretion. Repaired product (or replacement product) will carry a six month guarantee from the original date of purchase.

Jackson Ultima Help Center

Final Sale Items — Warranty Coverage

Disclosed defects, visible defects, cosmetic flaws, as-is condition, open-box or customer-return condition, and condition issues reasonably associated with the Final Sale listing are not handled as warranty claims through Skates.Guru. An undisclosed manufacturing defect in materials or workmanship that is unrelated to the item’s disclosed as-is condition may be submitted as a manufacturer warranty claim under the Warranty Procedure above. Warranty coverage on Final Sale items is not guaranteed: some Final Sale items are discontinued, closeout, or prior-customer-return stock that may have limited or expired manufacturer coverage, and manufacturer approval is always required. A warranty claim, whether approved or declined, does not create a right of return, refund, partial refund, exchange, store credit, or price adjustment from Skates.Guru — the remedy is repair or replacement at the manufacturer’s discretion. The Section 4 Final Sale bar is otherwise unaffected.

15. Shipping and Order Processing

Orders ship Monday through Friday, excluding holidays. Shipping operation hours are Monday–Friday, 10:00 AM–5:00 PM Pacific Time.

Express or Ground orders placed before 2:00 PM Pacific Time are typically processed the same business day when the item is in stock and no additional confirmation is required.

Same-day processing is not guaranteed. Delays may occur due to inventory verification, payment review, address issues, fraud prevention, customer confirmation requirements, order volume, weather, holidays, carrier delays, or other circumstances outside our control.

Shipping Time, Stock, Delays, and Your Right to Cancel

We ship your order within the time stated on the product page or at checkout. If no time is stated, we ship within 30 days of receiving your properly completed order, including payment.

If we cannot ship within that time, we will email you before the original shipping date with a revised shipping date and the option to accept the delay or cancel for a full refund at no cost to you. If the revised date is 30 days or less after the original date, you may cancel at any time before shipment, and if you do not respond we may treat that as consent to the revised date. If the revised date is more than 30 days after the original date, or if we cannot give a revised date, the order is cancelled and refunded automatically unless you expressly tell us you still want it.

If an item becomes unavailable, we cancel that line and refund it in full within 5 business days of the determination, and ship the remainder of the order. We never substitute a different model, size, or colour without your written approval. For an item not yet in stock we authorize but do not capture payment until the item is picked for shipment.

You may cancel any unshipped order that is late under this section, and we will refund it in full — including original shipping — with no restocking, repackaging, or return-shipping deduction. Refunds for non-shipment are issued promptly: if you paid by cash, cheque, money order, or debit card, within 7 working days of cancellation; if the order was billed to a credit card or other credit account, we credit that account within one billing cycle. The inspection window, the 30-day return window, the RMA process, and the deductions in Sections 3, 5, 9, and 12 do not apply to a cancellation for non-shipment — there is no item to inspect or return. Your 30-day return window is unaffected; it runs from delivery, per Section 3.

Split and Partial Shipments

An order may ship in more than one package or on more than one date. Every deadline in this policy that runs from delivery — including the 30-day return window (Section 3) and the 7-day damaged, defective, or incorrect item report (Section 13) — is measured per item, from the carrier-confirmed delivery date of the package containing that item. Splitting a shipment does not change the price you paid, and you are not charged additional shipping for the extra package.

16. Order Holds and Customer Confirmation

Some orders require customer confirmation before shipment, including but not limited to:

• Incomplete or unclear shipping address
• Possible size mismatch
• Product selection concerns
• Payment review or high-value order verification
• Inventory substitution or availability issue
• International shipping or customs clarification

If we request confirmation and do not hear from you within 7 days, we will cancel the order and refund it in full to your original payment method, or release the payment authorization if the charge was never captured. If you reply after 7 days but before we have cancelled, we will try to keep the order active, subject to availability and current pricing. We send confirmation requests to the email address on your order, so please whitelist [email protected] and [email protected] (Section 27).

17. Delivery, Carrier Delays, and Lost or Stolen Packages

Once a package is accepted by the carrier, delivery timing is controlled by the carrier. Skates.Guru is not liable for carrier delays caused by weather, high-volume periods, holidays, operational disruptions, incorrect routing, customs delays, or other carrier-related issues.

Once a package is marked delivered by the carrier, Skates.Guru is not responsible for theft, loss, misplacement, mailroom or package-room errors, delivery to a front desk, delivery to a mailbox or parcel locker, or receipt by someone other than the intended recipient.

Your Responsibility to Protect Delivery

For high-value, urgent, or time-sensitive orders, you are responsible for selecting appropriate delivery-protection options when available — signature-required delivery, shipping insurance, Route Package Protection, delivery to a secure or business address, or delivery to a carrier pickup location.

Route Package Protection and shipping insurance are optional paid add-ons. Route Package Protection is included in your order by default; the protection line and its exact amount are shown separately in your cart before you pay, and you can remove it there before placing the order. Shipping insurance upgrades are added only if you select them. If you complete an order with protection you did not want, email [email protected] before the order ships and we will remove it and refund the charge in full.

We bear the risk of loss until the carrier records the package as delivered to the address you provided. Declining package protection does not affect your rights for a package that is never delivered. Once tracking shows delivery to your address, we are not responsible for theft or loss at the delivery location, and package protection or signature-required delivery is your protection against that risk.

For orders over $100, we strongly recommend insured and/or signature-required shipping when available.

If a Package Is Lost, Stolen, or Marked Delivered but Not Received

You are responsible for:

• Contacting the carrier and filing any applicable carrier claim
• Checking with household members, neighbors, front desk, building management, mailroom, parcel locker provider, or local delivery office
• Submitting a Route or insurance claim if protection was purchased

Reporting deadline. Report non-delivery, loss, or theft in writing to [email protected] with your order number and tracking number within 7 days of the carrier-recorded delivery date, or, where the package was never marked delivered, within 30 days of the ship date. Carrier and package-protection claim windows close quickly and are controlled by the carrier or provider, not by us. Reports received after these deadlines cannot be submitted to the carrier or provider and will be declined, except where required by law.

If tracking shows the package was never delivered, or shows no carrier movement for 7 consecutive business days, contact us and we will open a trace with the carrier as shipper of record. Once the trace closes: if the carrier confirms the package was lost, we will replace the order or issue a refund, at our discretion and subject to stock availability, whether or not you purchased protection; if protection or insurance was purchased, the claim is handled under Section 22 and resolution is controlled by the provider; if the trace concludes the package was delivered, the “marked delivered” terms above apply.

If tracking shows the package was delivered to your address but you did not receive it, we will help you open a carrier investigation and, if you purchased Route or shipping insurance, assist with that claim — but we are not required to issue a refund, replacement, store credit, or reshipment where the carrier confirms delivery, except as required by law or as we may elect as a courtesy. Section 25 continues to apply to repeated non-delivery claims.

18. Undeliverable, Refused, or Returned-to-Sender Packages

If a package is returned to us because it is undeliverable, refused, unclaimed, or was shipped to an incorrect or incomplete address provided by the customer, the customer is responsible for all related shipping costs.

The following may be deducted from the refund:

• Original shipping cost
• Return shipping cost charged by the carrier
• Address correction fees
• Carrier service fees
• Any other documented carrier fee caused by the failed delivery

If you want the order reshipped, additional shipping charges apply.

A package returned to us as undeliverable, refused, or unclaimed is treated as a customer-preference return, with the following adjustments. Because the carrier returns these packages to us without a return request from you, the RMA requirement (Sections 3 and 5), the 14-day ship-back deadline, and the 30-day return-request window do not apply; we process the package on receipt and email you at the address on the order. All other eligibility rules do apply, including the exclusions in Sections 3 and 4 — Final Sale items, shipping services purchased as products, and used, worn, or modified items remain non-returnable and are not refunded if refused or returned to sender — as do the condition, original-packaging, and completeness requirements. If the package arrives back to us sealed and unopened, we refund the item price less the charges listed above. If it arrives opened, used, incomplete, or damaged other than in transit, we refund the item price less those charges and less any deduction applied under Section 12.

Unclaimed and Abandoned Merchandise

If merchandise in our possession cannot be completed as a return, an exchange, or a reshipment — because the return was refused under Section 3, because we cannot match the shipment to an order or customer under Section 5, or because a package was returned to us undeliverable, refused, or unclaimed — we will send written notice to the email address on the order, or, where no order can be identified, to any return address or contact information supplied with the shipment. If within 30 days of that notice we have not received, as applicable, payment for return or reshipment postage, sufficient proof of purchase, or written reshipment instructions, we will send one final reminder; if there is still no response within a further 15 days, the merchandise is deemed abandoned and we may restock, donate, liquidate, or dispose of it to the extent permitted by applicable law, without further notice. Where no contact information of any kind accompanies a shipment, the 30-day period runs from the date we receive it. We do not provide storage beyond these periods and we do not charge a storage fee. Abandonment does not eliminate a refund you are otherwise entitled to: where the order is identified and the return is refund-eligible, we still issue the refund calculated under Section 9, net of the deductions in Sections 12 and 18. Where a shipment cannot be matched to any order, no refund or credit is owed.

19. International Orders

International customers are responsible for understanding and complying with their country’s import requirements. We recommend selecting a shipping option that includes duties, taxes, and import fees upfront when available, which typically creates a faster, more predictable import process.

• International returns follow the same eligibility rules as domestic returns.
• International customers pay all return shipping costs unless the return results from our confirmed error or is required by law.
• Import duties, customs fees, brokerage fees, and import taxes are non-refundable unless the return results from our confirmed error or a refund is required by law. U.S. sales tax is refunded with the item price; see Section 9.
• The reduced-cost prepaid return label is not available for international returns.
• Returns must be marked as returned goods on the customs declaration. Return shipments that arrive with duties or fees payable by us may have those charges deducted from the refund, or may be refused.
• Skates.Guru is not responsible for customs delays, import restrictions, refusal by customs, abandoned packages, or fees imposed by customs authorities or carriers.

20. Blade Attachment for Complete Skates

Complete skates may ship with blades attached or detached, depending on manufacturer configuration, inventory, and standard skate-fitting practice. If the product page states an attachment method for that model, the product page controls. If it does not, assume the blades may ship detached — higher-support and competitive-level skates are routinely shipped detached because blade mounting must be positioned to the individual skater, and a detached blade on these models is normal, not a defect or a missing part.

If you require a specific blade attachment method, leave clear instructions in the order comments at checkout. We will try to accommodate the request, but attachment method is not guaranteed unless confirmed by us in writing before shipment.

Whether blades ship attached or detached is not by itself a defect, and the attachment method alone is not a valid reason for a free return, prepaid return label, shipping reimbursement, or defect claim. Blade mounting, adjustment, alignment, sharpening, and final fitting are standard procedures normally completed by a qualified skate technician or rink pro shop as part of regular fitting. This exclusion does not apply where blades arrive damaged, insecurely mounted, or mounted in a way that makes the skate unsafe to use, or where we confirmed a specific attachment method to you in writing before shipment and shipped the skates otherwise. Those situations are handled as damaged, defective, or incorrect items under Section 13 and must be reported within 7 days of delivery. A statement about attachment on a product page that we have not confirmed in writing does not create such a commitment (see Section 29). Nothing in this section limits your rights under the California Song-Beverly Consumer Warranty Act.

21. Payment Authorization

When an order is placed, your payment method may be authorized at checkout. Depending on the payment method and order status, the charge may be captured after the order is reviewed, confirmed, or prepared for shipment. Some payment providers display an authorization or pending charge before the transaction is fully captured.

Payment processing may involve third-party providers including Stripe, Afterpay, and PayPal.

22. Third-Party Shipping Insurance and Route Package Protection

Route Package Protection, shipping insurance, and similar third-party services are non-refundable once the order ships, unless required by law or unless the return results from our confirmed error (Section 9). Exception: because protection is included by default, if you did not want it, it is fully refundable on request at any time before the order ships (Section 17).

Route claims must be submitted directly through Route’s claims process at claims.route.com. We may assist with information needed for a claim, but approval, denial, timing, and resolution are controlled entirely by the third-party provider.

23. Personal Belongings Included with Returns

Return only the purchased merchandise and its original accessories. Do not include personal belongings or any item that was not part of the original purchase.

Personal items are not inventoried, tracked, or stored as part of our return processing, and we cannot guarantee that an item included by mistake will be found or recovered. If we do find a personal item in a return shipment and can identify the sender, we will email you within 5 business days of receipt and hold the item for 30 days at our facility; return shipping for that item is at your cost. We will not knowingly discard an identifiable personal item without first attempting to contact you at the email address on the order. SKATE GURU INC is not otherwise responsible for personal items accidentally included with a return, regardless of where the shipment originated.

By submitting a return, you acknowledge that only purchased merchandise should be returned. This policy governs orders placed on skates.guru; terms for purchases made through any other sales channel are set by that channel.

24. Customer Privacy and Purchase Information

SKATE GURU INC does not disclose or confirm any customer’s personal information, purchase history, order details, return history, or ownership of merchandise to other customers or to members of the public. We do share the information necessary to process, ship, insure, and support your order with our service providers — including the providers listed in Section 28 — and with carriers, manufacturers, insurers, and payment providers when needed to file or defend a shipping claim, warranty claim, insurance claim, or payment dispute as described in Sections 14, 22, 25, and 26. We may also disclose information where required by law or valid legal process.

Return documentation. To process returns, deductions, and claims we collect the photos you submit and the photographs and serial numbers we record when a return is received. This material is used only for the purposes described in Section 25, and is retained for 24 months after the related claim is closed, or longer where an open payment dispute, carrier claim, warranty claim, or legal obligation requires it. We do not sell it or use it for marketing. To request access to or deletion of this material, or a copy of our current privacy practices, email [email protected].

After a returned item is processed, we are unable to identify, trace, or disclose any subsequent ownership or disposition of that item. We do not contact other customers on behalf of third parties, facilitate communication between customers, or arrange the purchase, sale, or transfer of merchandise between private parties.

Requests requiring disclosure of customer information or involvement in third-party transactions will be respectfully declined.

25. Policy Abuse, Fraud, and Refusal of Service

Skates.Guru reserves the right to refuse, limit, or cancel orders, returns, exchanges, warranty assistance, or customer service requests where we reasonably suspect policy abuse, fraud, misrepresentation, excessive returns, chargeback abuse, return of used items as new, altered products, missing components, false defect claims, false Final Sale condition claims, attempts to relitigate disclosed as-is condition, or other conduct violating our policies.

We reserve the right to document return condition, packaging condition, serial numbers, photos, videos, carrier records, and customer communications for fraud prevention, carrier claims, warranty claims, payment disputes, and policy enforcement.

26. Payment Disputes and Chargebacks

Please contact us before filing a chargeback or payment dispute. Most issues are resolved faster directly, and a chargeback filed while a return or claim is already in progress delays resolution for everyone.

When a dispute is filed, we respond with the complete order record — order details, tracking, delivery confirmation, return condition documentation, and all written communication. Filing a chargeback does not waive the terms of this policy. If a dispute is resolved in your favour on an order where the merchandise was delivered and was not returned to us in accordance with Sections 3 and 5, you remain obligated either to return the merchandise at your expense under an RMA we issue, within 14 days of the dispute being resolved, or to pay its purchase price. We may invoice you for that amount together with documented dispute-handling costs, and may refer any unpaid balance for collection where permitted by law. Accounts with a history of unreturned disputed merchandise are also subject to Section 25.

Nothing in this policy limits or affects any right you have to dispute a charge with your card issuer, bank, or payment provider. We simply ask that you contact us first so we can resolve the issue directly.

27. Customer Support

Support is available Monday–Friday, 10:00 AM–5:00 PM Pacific Time, excluding holidays, by email at [email protected].

We typically respond within 1 business day. During high-volume periods, holidays, weekends, or when investigation is required, responses may take 1–2 business days.

Please whitelist these addresses so you do not miss order updates:

• [email protected]
• [email protected]

Why We Do Not Offer Phone Support

Skates.Guru does not provide phone-based customer service. We prioritize written support because it lets us give faster, more accurate, and better-documented help. Written support allows us to:

• Review order details, availability, tracking, and account information accurately
• Investigate issues before responding
• Provide links, documentation, photos, and detailed instructions
• Maintain a clear case record for both sides
• Escalate without losing information or making you repeat details

Read more: Why we don’t offer phone support

Accessibility and Alternative Formats

We want every customer to be able to use this policy. If a disability prevents you from using email, you may request an accommodation and we will provide one at no cost. Request an accommodation by emailing [email protected] with “ACCOMMODATION REQUEST” in the subject line, or by writing to SKATE GURU INC — Returns Department, 2696 Lavery Ct, Unit 22, Newbury Park, CA 91320. Accommodations we can provide include a scheduled callback or video call, a paper RMA form mailed to you with a prepaid return envelope, large-print or plain-text versions of this policy, or accepting your return request in another reasonable written or recorded form. We acknowledge accommodation requests within 2 business days of receipt.

Authorized representatives. You may designate a family member, caregiver, or other person to open and manage a return, exchange, warranty claim, or RMA on your behalf. We will ask for written authorization from the account holder — an email from the address on the order, or a signed letter — and may verify order details before acting. Refunds are still issued only to the original payment method on the order (Section 9), regardless of who submits the request.

Effect on deadlines. Requesting an accommodation never shortens or forfeits any deadline in this policy. Deadlines that apply to you — including the 30-day return window, the 14-day RMA ship-back deadline, and the 7-day defect or Final Sale mismatch reporting window — are paused from the date we receive your accommodation request and resume on the date we provide the accommodation, giving you the full remaining time you had when you asked. If we cannot provide an accommodation, we will not deny your return, refund, or warranty claim on timeliness grounds for the period the request was pending.

28. Third-Party Providers

Order fulfillment, payment processing, shipping, tracking, insurance, and delivery may involve third-party providers whose own terms also apply:

• Stripe — stripe.com
• Afterpay — afterpay.com
• UPS — ups.com
• FedEx — fedex.com
• USPS — usps.com
• ShipStation — shipstation.com
• Route — route.com

Skates.Guru is not responsible for third-party decisions, outages, delays, denied claims, service limitations, or fees except where required by law.

Limitation of Liability

The remedies expressly stated in this policy — return, refund, exchange, replacement, prepaid or reduced-cost return label, and shipping reimbursement as described in Sections 9 through 14 — are your sole and exclusive remedies. Nothing in this section reduces or withholds any remedy this policy expressly promises you.

To the maximum extent permitted by law, and except as stated below, our total aggregate liability arising out of or relating to any order, product, shipment, return, exchange, warranty claim, or this policy will not exceed the total amount you actually paid us for the order giving rise to the claim, including shipping charges paid on that order.

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost time, lost opportunity, missed or forfeited events, competitions, tests, tryouts or performances, travel or accommodation costs, lessons, coaching fees, ice time, club or registration fees, rescheduling costs, or the cost of third-party services you obtain separately (including sharpening, mounting, blade attachment, heat molding, punching, or fitting), even if we have been advised of the possibility of such damages.

Nothing in this section limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by our negligence, for gross negligence, willful misconduct, or fraud, or any non-waivable consumer right preserved under Section 29. Because some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, some of the above may not apply to you.

29. Governing Law and Severability

This policy is governed by the laws of the State of California, without regard to conflict-of-law principles, except that if you live outside California, nothing in this policy deprives you of the protection of any mandatory consumer-protection law of your state or country of residence. You and SKATE GURU INC consent to jurisdiction in the state and federal courts located in Ventura County, California, and that is where we will bring any claim against you unless the law of your home jurisdiction requires otherwise. This is not an exclusive forum for you: nothing in this policy prevents you from bringing a claim in the small claims court of the county, state, or country where you live, or in any venue made available to you by the California Consumers Legal Remedies Act (Civ. Code §1780(d)) or other applicable consumer-protection law.

Nothing in this policy limits or waives any consumer right that cannot be waived under applicable law, including rights under the California Song-Beverly Consumer Warranty Act, the federal Magnuson-Moss Warranty Act, and federal billing-dispute rights under the Fair Credit Billing Act.

If any provision of this policy is found unenforceable, that provision is severed and the remaining provisions remain in full force. Our failure to enforce any provision is not a waiver of that provision.

Where a product page, promotional email, or other communication conflicts with this policy, this policy governs unless we have confirmed an exception in writing.

30. Policy Updates

Skates.Guru may update this policy from time to time. The version posted at the time of your purchase applies to that order, unless a later version is required by law or is more favorable to you. Favorability is assessed by comparing policy versions as a whole, not clause by clause; you may not combine terms from different versions, and if a later version applies it applies in its entirety. Superseded versions are archived and linked at the top of this page.

31. Contact Details

Email (all inquiries — orders, returns, exchanges, warranty, shipping):
[email protected]

Mailing / Returns Address:
SKATE GURU INC — Returns Department
2696 Lavery Ct, Unit 22
Newbury Park, CA 91320
United States

Support Hours:
Monday–Friday, 10:00 AM–5:00 PM Pacific Time, excluding holidays

Technical / administrative phone: (818) 722-1288

This number is not a customer-service line. We do not offer phone-based customer service, consultations, or order support. For the fastest and most accurate help, contact us by email so we can review your order, tracking, product details, photos, and written case history. See Why we don’t offer phone support.