Refund & Exchange Policy

Effective Date: January 1st, 2026

At Skatescape Sdn Bhd, we are committed to providing high-quality equipment and professional coaching. If you are not entirely satisfied with your purchase or enrollment, we are here to help.

1. Retail Products (Skates & Equipment)

For all physical goods purchased via our website or retail branches (Kajang, Damansara, etc.):

  • 7-Day Worry-Free Exchange: We understand that fitting is crucial in inline skating. We offer a one-time exchange within 7 days of purchase if the size is incorrect.

  • Conditions for Returns/Exchanges:

    • The skates must be in original, unused condition.

    • Wheels must show zero signs of wear (no outdoor use).

    • Products must be in their original packaging with all tags and accessories included.

  • 1-Year Warranty: All skates come with a 1-year limited warranty against manufacturing defects. This does not cover "wear and tear" items such as wheels, bearings, or brake pads.

  • Refunds: Refunds are only issued if the product is defective and a replacement is unavailable. We do not offer refunds for "change of mind."

2. Skatescape Inline Skating Club (SISC) Academy / Skatescademy:

Refund & Coaching Policy

2.1 - Session Scheduling & Confirmation

 * Confirmation Requirement: Students/Guardians must confirm their attendance for the upcoming session at least 24 hours in advance. Coaches are not dispatched to venues without a confirmed appointment.

 * Rescheduling: To reschedule a confirmed lesson, notice must be given 24 hours prior. Failure to provide timely notice results in the session being forfeited and deducted from the package.

2.2 Punctuality & Readiness

 * Strict Start Times: Coaching sessions begin and end at the precisely scheduled time.

 * Student Preparation: Students must be geared up and ready to begin at the start time. If a student is late or unprepared (e.g., still putting on skates), the coach is not required to extend the session beyond the scheduled end time. No refunds or "make-up minutes" will be provided for time lost due to student unreadiness.

2.3 Venue & Safety Requirements

 * Mandatory Safety Standards: For off-site or home coaching, the client is responsible for providing a venue that is clean, dry, level, and free of hazards (e.g., debris, foot traffic, or obstacles).

 * Coach’s Right of Refusal: The coach has the final authority to determine if a venue is safe. If a venue is deemed unsuitable or hazardous, the coach may refuse to conduct the session. In such cases, the session is considered forfeited to cover the coach’s travel and time.

 * Warnings: Repeated failure to rectify venue hazards after a verbal or written warning may result in the immediate termination of the coaching package without a refund.

2.4 Cancellation of Packages & Section 17 (CPA 1999)

In accordance with Section 17 of the Consumer Protection Act 1999, the following applies to the cancellation of long-term bundles:

 * Customer-Initiated Cancellation: A refund may be issued for the unused portion, minus a 5% administrative fee and the cost of attended sessions (billed at the standard single-lesson rate).

 * Termination for Breach of Terms: SISC Academy reserves the right to terminate a service contract if a client consistently fails to adhere to safety protocols, scheduling requirements, or punctuality. In cases where the service cannot be fulfilled due to the client’s non-compliance or refusal to provide a safe environment, the academy may retain funds as "reasonable compensation" for the loss of business and coach allocation.

2.5 Weather & Force Majeure

 * If a class is cancelled by the coach due to rain or unsafe conditions, a replacement slot will be provided. No cash refunds are issued for weather-related disruptions. 

3. Refund Process

  • How to Apply: Send an email to [Insert Email] or contact your respective branch manager with your receipt/order number and reason for the request.

  • Processing Time: Approved refunds will be processed via the original payment method (or bank transfer for cash payments) within 7–14 working days.

  • Shipping Costs: For retail returns, the customer is responsible for shipping costs unless the item arrived damaged or was incorrectly fulfilled by us.

4. Exceptions

  • Sale/Clearance Items: Items purchased during "Warehouse Clearance" or "Flash Sales" are sold as-is and are not eligible for exchange or refund unless defective.

  • Custom/Modified Orders: Any skates that have been heat-molded or custom-modified at the customer's request cannot be returned.