Store Policies

Welcome to Sky Deep! We are committed to providing you with the highest quality products and a transparent shopping experience. This page outlines our key policies regarding shipping, returns, and product warranties to ensure you have all the information you need before making a purchase.

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Shipping & Pricing Policy

The final price of your order and the shipping process are determined by the type of product you purchase. We have two distinct scenarios to ensure accuracy and transparency.

1. For In-Stock Inventory Products

For all products that are currently in our local inventory, the price you see at checkout is the final and all-inclusive price. This price covers the cost of the product, handling, and standard shipping directly from our local warehouse to your provided address. There will be no additional charges or separate invoices for these products.

2. For Pre-Order & Specialized Items

For items that are listed as pre-order, custom orders, or are being procured specifically for you from a supplier/manufacturer, the price you see at checkout is not the final, all-inclusive cost. This is a two-step payment process.

• Step 1: Initial Checkout Payment
  Your initial payment at checkout covers only the Supplier / Manufacturer Listed Price of the product itself.
• Step 2: Subsequent Invoice for Additional Charges
  The additional charges related to international shipping and import will be calculated and billed to you separately, once your item is ready for shipment. These costs are a standard and necessary part of international trade. The subsequent invoice will include:
  • Customs Duties: The taxes and duties levied by customs authorities in your country.
  • Clearing Charges: Fees associated with the administrative and logistical process of clearing your shipment through customs.
  • Forwarders' Charges: The cost of the freight and handling services from our international forwarders.
  • Local Transportation Cost: The final cost of transporting the package from the port of entry or our local warehouse directly to your shipping address.

Your order will not proceed to the final delivery stage until this second invoice has been paid. This process ensures full transparency and allows us to provide the most accurate pricing for the complex logistics involved.

Shipping & Delivery

• For In-Stock Products: These items are processed and dispatched within 2-3 business days of your order confirmation.
• For Pre-Order & Specialized Items: As these products are shipped internationally and subject to customs clearance, shipping times can vary significantly. We will provide an estimated delivery timeline at the time of your order.
• Order Tracking: Once your order is shipped, you will be provided with a tracking number to monitor its journey.
• Delivery Responsibility: Please ensure that the shipping address provided is accurate and complete. We are not responsible for packages that are delayed or not delivered due to incorrect address information.

What to Do Upon Delivery

We highly recommend that you:

1. Inspect the Packaging: Before signing for the delivery, carefully inspect the outer packaging for any visible signs of damage.
2. Document with Video: For all products, we strongly advise you to film an unboxing video of the package. This serves as critical evidence in the rare case of a dispute or a claim for damage.
3. Receipt & Unboxing: Keep your order receipt and the unboxing video readily available. These are essential for any potential damage claims, as outlined in our Refund & Return Policy.

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Refund & Return Policy

Due to the high-value, sensitive, and often custom-ordered nature of our products, we have a strict policy regarding returns and refunds. We encourage you to read this policy carefully before placing your order.

1. Non-Refundable & Final Sale Items

The following items are considered final sale and are not eligible for a refund, return, or exchange under any circumstances:

• Order Cancellation: We have a strict "No Refund Policy in Case of Cancellation of Order" for all specialized items.
• Custom Orders: Products that are custom-made or specially configured for you cannot be returned or refunded.
• Discount Sales Campaign Products: All products purchased during a discount sale or promotional campaign are final sale.
• Opened Optics with Handling Marks: If an optical product has been opened and shows any signs of handling, it is considered used and is not eligible for return.
• Consumables: Consumable items, including but not limited to cleaning kits, opened software, batteries, and other single-use products, cannot be returned once their packaging has been opened.

2. Conditions for a Return

We will only accept a return and provide a refund or replacement if the following conditions are met:

• Product Damage: The return is initiated at the time of receiving your goods due to verifiable damage. This includes damage to corrector plates, glass, lenses, or mirrors, or a significant dent on optical tubes.
• Defective, Unused Item: The item is found to be defective and has not been used or mounted in any way.

3. The Return & Claims Process

If your product meets the criteria for a return, you must follow this mandatory process:

1. Inform Us Immediately: You must inform us of the issue within 12 hours of receiving your delivery. Claims submitted after this time window will not be accepted.
2. Required Documentation: Your claim must be accompanied by the following proof:
   • Your Order / Receipt Number.
   • A comprehensive unboxing video of the product.
   • Clear, close-up photos of the damage or defect from multiple angles.
   • A detailed written description of the issue.
3. Submitting Your Claim: All claims must be submitted by contacting us directly. Please send all required documentation to our email at support@skydeep.com.pk or via WhatsApp at +92 302 8400296.

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Warranty Policy

As a reseller, we do not provide a separate warranty on our products. Instead, we honor and facilitate the original manufacturer's international warranty, ensuring you receive the coverage and support you are entitled to.

1. Manufacturer's International Warranty

The warranty for your product is provided and upheld directly by the original product manufacturer. The terms, duration, and conditions of the warranty are specific to each product and are outlined in the official documentation provided by the manufacturer. We highly recommend that you review your product's manual and warranty card for complete details.

2. Warranty Exclusions

The manufacturer's warranty does not cover issues arising from any of the following:

• Misuse or Mishandling: Damage caused by improper use or negligence.
• Physical or Accidental Damage: Including drops, impacts, or any other physical damage.
• Water Damage: Any damage resulting from exposure to water, moisture, or other liquids.
• DIY Modifications: Any alterations, modifications, or attempted repairs performed by the customer.
• Normal Wear and Tear: The warranty does not cover routine maintenance or the replacement of parts due to normal use and aging.

3. The Warranty Claims Process

To ensure your claim is handled correctly, all warranty claims must be submitted through our store. We will act as your liaison with the manufacturer to facilitate the process.

1. Step 1: Contact Us
   You must initiate your claim by contacting our customer support team directly at support@skydeep.com.pk or via WhatsApp at +92 302 8400296. Do not contact the manufacturer directly, as all claims must be processed through us.
2. Step 2: Provide Required Information
   To submit a successful claim, please provide your Order / Receipt Number, a detailed description of the issue, and photos or videos showing the problem.
3. Step 3: Our Role
   Upon receiving your claim, our team will review the information and, if it meets the manufacturer's warranty criteria, we will forward the claim to them. We will keep you informed throughout the process and guide you on the next steps.
4. Step 4: Resolution
   The final resolution (repair, replacement, or other solution) is at the sole discretion of the manufacturer. Please note that you may be responsible for the cost of shipping the product to and from the manufacturer's designated service center. We will communicate all details and any associated costs to you before proceeding.