Refund and Returns Policy of Skynera Fulfillment S. de R.L. de C.V.

Last updated: October 26, 2025

At Skynera Fulfillment S. de R.L. de C.V., we are committed to providing transparent, reliable, and efficient logistics and fulfillment services for eCommerce businesses and online sellers operating in Mexico and abroad.
This Refund and Returns Policy outlines how we handle return shipments, refunds related to our service fees, and inventory processing under our fulfillment and 3PL operations.

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1. Scope of This Policy

This policy applies to:

• Clients using our warehousing, order fulfillment, and return management services;
• Return shipments received and processed through our Skynera Hub system;
• Any service fees, packaging, or logistics-related transactions handled by Skynera Fulfillment.

This policy does not apply to final consumers of our clients’ brands or products, unless Skynera has been explicitly designated as the responsible fulfillment provider in that transaction.

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2. Return Shipments Received at Skynera Facilities

Skynera Fulfillment acts as an authorized return address for eCommerce sellers, brands, and international merchants shipping to Mexico.
When a product return arrives at our Mérida or Nuevo León fulfillment centers, the following process applies:

1. The package is scanned and registered in Skynera Hub using the original tracking or reference number.
2. The item is inspected for condition (sealed, opened, damaged, used).
3. Based on your return preferences, it is:
   • Re-stocked and re-labeled for resale;
   • Held in quarantine for quality control; or
   • Disposed of or returned to origin per your instructions.
4. All movements are visible to you in real time within Skynera Hub.

Skynera Fulfillment does not make direct refunds to final buyers on behalf of our clients. Refunds to customers must be processed by the seller or brand owner through their respective sales platform (Amazon, Shopify, Mercado Libre, etc.).

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3. Refunds for Skynera Service Fees

Refunds for Skynera’s service charges (storage, pick & pack, labeling, shipping, or returns processing) may be issued in the following cases:

• A service was billed but not provided due to cancellation or system error;
• A double charge or invoice discrepancy has been verified by our finance department;
• A shipment was processed under incorrect service parameters attributable to Skynera.

Refunds are not applicable when:

• The issue arises from carrier delays, customs procedures, or force majeure events;
• The client provides incorrect product data, barcodes, or shipping instructions;
• Services have already been fully performed.

Refunds, when applicable, will be credited to your Skynera account balance or original payment method within 5–10 business days after verification.

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4. Return Labels and Carrier Accounts

Skynera Fulfillment can generate or apply return labels using:

• The client’s carrier account (DHL, FedEx, Estafeta, UPS, etc.); or
• Skynera’s negotiated carrier accounts, upon prior agreement.

All return shipping costs are the responsibility of the client, unless otherwise defined in the service contract.

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5. Lost, Damaged, or Misdelivered Return Parcels

In the event that a return package is lost, damaged, or misdelivered before reaching our facility, Skynera Fulfillment will assist in carrier claim procedures but will not assume financial liability beyond the coverage provided by the carrier.

If an issue occurs after arrival at our warehouse, Skynera Fulfillment assumes responsibility in accordance with the Storage and Handling Agreement signed with each client.

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6. Communication and Support

For refund requests, return instructions, or clarification regarding this policy, please contact our Returns Department at:
📧 team@skynera.com.mx
🕓 Monday–Friday, 9:00 AM – 6:00 PM (CST)

All requests must include:

• Company name
• Client ID or service agreement number
• Description of the issue and relevant documentation (invoice, tracking ID, photos if applicable)

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7. Policy Updates

Skynera Fulfillment reserves the right to update or modify this policy at any time.
Any change will be communicated through our official website:
🌐 https://skynerafulfillment.com.mx/refund-and-returns-policy

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Skynera Fulfillment S. de R.L. de C.V.
Calle 17-A 350, Paraíso Maya, 97134 Mérida, Yucatán, México
Phone: +52 (999) 440 8341
Email: team@skynera.com.mx