Terms & Policies

To ensure timely processing and shipping, we have a strict window for order modifications:

• Frameset Orders: Any requested changes to an order containing a frameset (such as size, color, or model) must be submitted within 2 business days of our receipt of your order.

• Final Sale Policy: Please note that cancellations are not available once payment has been successfully processed. We encourage you to review all order details carefully before completing your purchase.

• Request Changes: All change requests must be made by contacting a Customer Service representative directly at info@skreambikes.com. Requests made through other channels may not be recognized in time.

We maintain a strict No Return Policy for all purchases once an order has been fulfilled. We encourage customers to double-check their specifications and sizing before completing a purchase.

However, your satisfaction is our priority. If you believe you have received a product that is damaged or defective, please contact us immediately at info@skreambikes.com. Our team will review your case and work with you to find a suitable solution.

Please ensure that your shipping address is entered correctly at checkout. If a package is returned to us by the courier due to an incorrect or incomplete address provided by the customer, the following terms apply:

• Refunds: Upon receipt of the returned package, we will issue a refund for the cost of the item(s) only. Please note that original shipping charges are non-refundable.

• Handling Fees: A 10% handling fee will be deducted. This fee covers the return shipping costs billed to us by the courier for undelivered packages.

• Reshipping: If you would prefer to have your order reshipped rather than refunded, a flat reshipping fee of 300 HKD will be charged to cover the additional logistics and courier costs.

If you are unavailable to sign for or receive your delivery, the courier will typically hold the parcel at a local depot. You will be notified by the courier with instructions on how to collect your package or schedule a redelivery.

Please be advised of the following:

• Customer Responsibility: Once a delivery attempt has been made, it is the customer's sole responsibility to coordinate with the local courier for collection or redelivery. As your local courier acts as a forwarder for our international shipping provider, we cannot intervene in the redelivery process.

• Abandoned or Destroyed Shipments: If a parcel remains uncollected for an extended period or if courier notifications are ignored, they may deem the package "abandoned" or "destroyed."

• Ineligibility for Refunds: If the package is "abandoned" or "destroyed" by the courier due to non-collection, the order is not eligible for a refund or replacement.

• Assistance: We will only be able to offer further assistance or processing if the parcel is officially returned to and physically received by our warehouse.

We provide two shipping options to suit your needs. Please select the method that best aligns with your local tax requirements:

EMS (Standard Express): This is our fastest direct shipping method from Hong Kong. Please note that EMS does not include VAT or import taxes. You will be responsible for paying all applicable duties and handling fees to the courier upon the parcel's arrival in your country.

DPD / DHL (Tax-Inclusive Routing): For a hassle-free experience, this method routes your order through our logistics hub in Belgium or Germany before final delivery to your address. The shipping fee for this method includes all import taxes and VAT. While this process takes longer to reach you, there are no additional charges or customs paperwork required upon delivery.

We ships internationally, and as the importer of record, the customer is responsible for all local customs duties, import taxes, and brokerage fees.

• Refused Shipments: If a customer refuses a delivery or fails to pay the required customs charges/import taxes in their country, the package may be returned to us or abandoned.

• Refund Policy on Duties: In such cases, the original shipping fees will not be refunded. Any additional return shipping costs or handling fees incurred by us will also be deducted from any potential product refund.

Please note: If you choose EMS and fail to pay the customs charges, the 10% handling fee and original shipping charges will be deducted from any potential refund.

Skreambikes is incorporated and headquartered in Hong Kong. All orders are subject to the laws of Hong Kong SAR, and the competent courts of Hong Kong shall have exclusive jurisdiction over any disputes.

By purchasing from us, you acknowledge that we do not adhere to non-local consumer laws, including the EU/UK 14-day right of withdrawal. All sales are final and governed by our specific company policies rather than the regulatory requirements of the delivery destination. We encourage all international customers to review our Return and Cancellation terms thoroughly before checkout.

An estimated ship date will be provided to you in your order acknowledgement. Transit time is dependent on shipment method and location of delivery.

We will notify you via email with tracking number when your shipment leaves our facility.

Products will be delivered to you in approximately 10-21 business days after the order is placed. No deliveries will be made to PO boxes or Shipping Agents.

Your trust is important to us. We manage all customer data according to Hong Kong’s Personal Data (Privacy) Ordinance. We ensure that your information is used only to process your order and provide you with the best possible service.