Refund policy

Return & Refund Policy

Last updated: 11.07.2026

This Return & Refund Policy applies to all purchases made on skillberry.eu, operated by SIA Skillberry, trading as Skillberry.

1. Personalized Products (Most Items)

The majority of our products are made to order and personalized — engraved with your chosen text, name, date, image, or design. In accordance with Article 16(c) of EU Directive 2011/83/EU (implemented in Latvian law), personalized and made-to-specification goods are excluded from the standard 14-day right of withdrawal. This means we generally cannot accept returns or offer refunds simply because you changed your mind, ordered the wrong text, or no longer want the item — please double-check all personalization details before confirming your order.

2. Non-Personalized Products

If you purchase a standard, non-personalized item from us, you have the right to withdraw from your purchase within 14 calendar days of receiving it, without giving a reason. To exercise this right, contact us at info@skillberry.lv within 14 days of delivery, stating your order number. The item must be returned unused, in its original condition and packaging. Return shipping costs are the customer's responsibility unless the item is faulty.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or does not match what you ordered (including a personalization error caused by us), contact us within 14 days of delivery at info@skillberry.lv, providing your order number together with clear photos or video evidence of the issue. We will assess each claim individually and, where a genuine defect is confirmed, offer a repair, replacement, return and refund, at our discretion.

4. What Is Not Covered

We cannot offer a refund or replacement for:

Change of mind on personalized/engraved items
Errors in personalization text or spelling that you submitted at checkout
Natural variation in material (wood grain, stone texture, porcelain glaze) — these are not defects
Minor wear from normal use
Damage caused after delivery (e.g. dishwasher/microwave misuse contrary to care instructions, accidental drops)

5. How Refunds Work

Approved refunds are issued to your original payment method within 10-14 business days of approval.
If a repair or replacement is agreed instead, we will cover the cost of producing and shipping the corrected item.
Shipping costs from your original order are refunded only if the return is due to our error (damaged, defective, or incorrect item).

6. How to Start a Claim

Email info@skillberry.lv with:

Your order number
A short description of the issue
Clear photos (or video) of the product and, where relevant, the packaging

We aim to respond within 3 business days.

7. Complaints & Dispute Resolution

If we can't resolve an issue directly, you may contact:

Patērētāju tiesību aizsardzības centrs (PTAC) — Latvia's Consumer Rights Protection Centre, www.ptac.gov.lv
The EU Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr