Refund & Shipping Policy

1. Scope of this policy

This policy explains how Skynetera, LLC (“Skynetera”, “we”, “us”) handles cancellations, refunds, shipping, returns and warranty claims for purchases made from us under any of our brands. It covers:

• Online services, such as Callston (callston.com), our browser-based cloud phone service, including prepaid balances for calls and messages and phone numbers rented monthly.
• Professional services, such as Logicron (logicron.com), our software engineering and IT services brand, including projects, milestones, retainers and support plans agreed in a written proposal.
• Physical products from Skynetera Hardware & Robotics, our in-house hardware division: DIY microelectronic kits, automation and sensor modules, robotics platforms, vision modules and accessories.

Whichever brand you buy from, your contract is with Skynetera, LLC, card payments are processed by Stripe, and charges appear on your card statement as SKYNETERA. Callston publishes its prices on its own website, and Logicron projects and Skynetera Hardware & Robotics products and engineering work are priced in a written proposal or quote before you pay.

Online and professional services are never shipped: online services are available as soon as you sign up, and project deliverables such as source code, deployments and documentation are delivered online. Physical products ship from the United States. Sections 2 to 12 apply to physical products, Section 13 to online services and Section 14 to professional services; the remaining sections apply to every purchase.

This policy forms part of our Terms of Service. Brand-specific terms published on a brand’s website, and the terms of a proposal or statement of work you accept in writing, or of a signed enterprise agreement, may add detail for that service and take priority where they conflict with this policy. Nothing here limits your rights under the consumer laws of your country or U.S. state; see also Section 16. The version of this policy in effect when you place an order or are charged applies to that order or charge.

2. Order processing

Physical products are ordered by contacting us through our contact form or at [email protected]. We send you a written quote, and you pay it by card through a Stripe invoice or payment link. In this policy, “checkout” means that quote and payment step.

Processing time

We dispatch in-stock orders within 1 to 2 business days of payment. Orders paid before 12:00 p.m. Eastern Time on a business day start processing that day; later orders, and orders placed on weekends or U.S. federal holidays, start the next business day. Estimated delivery is processing time plus the transit time of your shipping method.

Order confirmation

We email an order confirmation, listing your order number, items, shipping address, method and total, as soon as payment goes through. Tell us right away if anything is wrong, and contact us if it doesn’t arrive.

Verification holds

Stripe, our payment processor, screens every payment for fraud. If an order is flagged, for example because the billing and shipping addresses don’t match or the address can’t be validated, we may hold it and ask you to confirm your identity or address. Processing starts when the hold clears. If we can’t verify an order, we cancel it and refund it in full.

Backorders and pre-orders

Backorder and pre-order products are labeled as such, with an estimated ship date, on your quote before you buy. You can cancel them for a full refund any time before they ship. If we can’t meet the estimated date, we email you beforehand with a new estimate and the option to cancel for a full refund.

Split shipments

If some items are ready before others, we may ship them separately, with separate tracking, at no extra shipping cost.

3. Domestic shipping

We ship parcels to all 50 states, the District of Columbia, Puerto Rico, U.S. territories and APO/FPO/DPO addresses. The shipping options available for your order, and their costs, are shown at checkout before you pay. Costs depend on the size, weight and destination of your order and the method you choose.

Method	Carrier	Estimated transit
Standard	USPS Ground Advantage or UPS Ground	3 to 6 business days
Expedited	USPS Priority Mail or UPS 2nd Day Air	2 to 3 business days
Overnight	UPS Next Day Air	1 business day

Freight orders are quoted separately under Section 5, and international rates are covered in Section 4.

Business days

Business days are Monday through Friday, excluding U.S. federal holidays. Transit times are counted from the day the carrier collects your package.

Alaska, Hawaii, territories, military and P.O. boxes

Orders to Alaska, Hawaii, Puerto Rico, U.S. territories, APO/FPO/DPO addresses and P.O. boxes ship by USPS only: Standard by USPS Ground Advantage and Expedited by USPS Priority Mail, at the rates shown at checkout. Overnight isn’t available. Transit is longer than the table shows, and military mail can take several weeks.

Holidays and carrier delays

Transit times are carrier estimates, not guarantees. Peak season (mid-November to early January), holidays, severe weather and carrier disruptions can add delays. We’ll help you follow up on late packages; Section 8 covers lost ones.

4. International shipping

We currently ship parcels to:

• Canada
• United Kingdom
• European Union member states
• Australia
• New Zealand
• Japan

We can’t ship to other countries yet.

Carriers, transit and rates

International orders ship by DHL Express, UPS Worldwide Expedited or USPS Priority Mail International and usually arrive 5 to 15 business days after dispatch, depending on the destination, the service and customs clearance. Rates are calculated at checkout from the package weight, destination and service, and are shown before you pay.

Duties, taxes and brokerage fees

Import duties, taxes such as VAT or GST, and customs brokerage fees are not included in our prices or shipping rates. The recipient pays them, usually to the carrier at delivery. The exception is when checkout shows a duties-paid option and you choose it: the duties and taxes then appear as a separate charge before you pay and aren’t collected again on delivery.

Refused or unclaimed shipments

If you refuse an international package, don’t pay the duties due, or don’t collect it, the carrier returns it to us, and we refund the item price minus the original shipping charge, the return charge and any duties or fees billed to us. If the carrier or customs abandons or destroys the package instead, we can’t issue a refund.

Customs paperwork

We prepare the commercial invoice and customs declaration, declaring the actual contents and the price you paid. We can’t mark an order as a gift or declare a lower value. If customs asks you for information such as a tax ID, please provide it promptly; a package held for your paperwork or payment isn’t considered lost.

Export controls and radio equipment

Our products are subject to U.S. export control and sanctions laws. We don’t ship to countries, regions or people under U.S. embargoes or sanctions, and we cancel and fully refund any order we can’t lawfully export. Some of our kits and modules contain Wi-Fi or Bluetooth radios, and radio rules vary by country. You’re responsible for checking that importing and using them is permitted where you live. If a product can’t lawfully be sold into your country, we won’t ship it and will refund it in full.

5. Freight and bulk orders

When freight applies

Orders of 10 or more units, which includes most classroom and school orders, and orders weighing over 70 lb (32 kg) in total ship on a pallet by less-than-truckload (LTL) freight.

Freight quotes

Freight is quoted separately from parcel shipping. We send a written quote showing the LTL carrier, estimated transit time and total delivery charge, including any accessorial fees, and take payment only after you confirm it. Quotes cover the contiguous United States; contact us about other destinations.

Delivery appointments and fees

The carrier contacts you to book a delivery appointment, and someone must be there to receive and sign for the shipment. LTL carriers deliver to loading docks by default, so sites without a dock, residences and limited-access sites such as schools need liftgate, residential or limited-access service, and bringing pallets indoors is inside delivery. These fees are quoted in advance. We add nothing you didn’t approve, except carrier charges for a missed appointment or for a service the site needed but that wasn’t disclosed, which we pass on at cost with the carrier’s invoice.

Inspect before you sign

Before you sign the bill of lading (the carrier’s delivery receipt):

1. Count the pallets and cartons against the bill of lading.
2. Check the shrink-wrap, cartons and pallet for crushing, punctures, tears or water damage.
3. Write any shortage or damage specifically on the bill of lading, such as “2 cartons crushed”. “Subject to inspection” alone is usually not enough for a claim.
4. Photograph the pallet and any damage before the driver leaves.

Send us the photos and signed bill of lading within 7 days of delivery. Report damage found inside cartons that looked intact within the same 7 days, and keep the packaging. We file the freight claim and replace or refund damaged items at no cost to you.

Refusing a damaged pallet

You may refuse a badly damaged pallet: write “refused, damaged” and a description on the bill of lading, take photos and tell us promptly. Once the carrier confirms the return, we send a free replacement or a full refund, including freight, whichever you prefer. If you refuse an undamaged shipment, we refund the product price once it’s back, minus the original freight charge and the carrier’s return charge.

6. Batteries and restricted items

Our kits and robotics platforms ship without batteries; where a product needs them, its guide lists standard batteries you can buy locally. We don’t ship loose lithium cells, so our products are eligible for ground and air transport, including Expedited, Overnight and international services.

If we ever sell an accessory that contains a lithium battery, it will ship by ground service only, as required by U.S. Department of Transportation (DOT) hazardous materials regulations and International Air Transport Association (IATA) rules. It may be unavailable for air services, some U.S. destinations and international orders, and any restriction will be shown on your quote before you pay.

Please remove all batteries before sending a product back to us.

7. Tracking and delivery

Tracking

When your order ships, we email you the carrier name and tracking number; the first scan can take up to one business day to appear. Freight orders receive the LTL carrier’s PRO number.

Address accuracy

We ship to the address you give us for your order, so please check it carefully, including any apartment or suite number. If the address was wrong and the carrier charges us an address-correction fee, we may pass that fee on at cost.

Undeliverable packages

If a domestic package comes back because the address was wrong, delivery was refused or it went unclaimed, we contact you. We re-ship once you confirm the address and pay the new shipping charge, or refund the item price minus the original shipping charge and any return charge the carrier bills us. If the error was ours, we re-ship free.

Signature on delivery

We may require a signature for high-value orders, at no extra cost to you. You can also ask for signature confirmation on any order before it ships.

Theft after delivery

Once tracking confirms delivery to the address you gave us, the package is your responsibility. If it’s marked delivered but missing, check with neighbors and wait one business day in case it was scanned early, then contact us within 7 days of the delivery scan. We’ll request the carrier’s delivery records and help you file a carrier claim and police report, but we can’t replace a package stolen after confirmed delivery to the correct address unless your local law places that risk on us.

8. Lost, damaged or incorrect items

Report deadlines

Contact us within 7 days of delivery if your order arrives damaged, incomplete or wrong. Include your order number and photos of the outer box with its shipping label, the inner packaging and the affected items. Keep the packaging until we resolve your report, as the carrier may inspect it.

Lost packages

Contact us if tracking hasn’t updated for 10 business days; for international orders, time held in customs for your paperwork or duties doesn’t count. We open a carrier trace, and if the carrier can’t find the package, we treat it as lost.

What we do

For lost packages, transit damage, missing items and our shipping mistakes, we:

• deal with the carrier and file any claim ourselves;
• ship a free replacement by your original shipping method or, if you prefer or the item is out of stock, refund the affected items in full, including their shipping;
• send you a prepaid label if we need a wrong item back, or tell you to keep it.

We don’t make you wait for the carrier’s claim to settle. If a kit is missing a single component, we usually just send that part.

Late reports

If you find a problem after the 7-day reporting period, contact us anyway. Manufacturing defects are covered by Section 11, and we review other late reports case by case.

9. Changing or cancelling an order

Before your order ships

Email [email protected] with your order number as soon as possible. Until your order is handed to the carrier, we can change the address or shipping method, add or remove items, or cancel it for a full refund, including shipping. Orders paid before 12:00 p.m. Eastern Time may be packed the same day, so we can’t guarantee a change, but we’ll tell you right away whether it worked.

After your order ships

Shipped parcel orders can’t be cancelled. Where available, we can request a carrier redirect and pass on the carrier’s fee at cost; otherwise, return the item under Section 10. Refused domestic parcels are handled as undeliverable packages under Section 7.

Freight, pre-orders and custom configurations

• Freight orders can be cancelled for a full refund until the carrier picks up the pallet. After pickup, the freight charge isn’t refundable and Section 10 applies.
• Backorders and pre-orders can be cancelled for a full refund at any time before they ship.
• Custom configurations, such as kits assembled or configured to your specification, can be cancelled for a full refund until we email you that preparation has started. After that, they can’t be cancelled or returned except for damage or defects.

Orders we cancel

We may cancel all or part of an order if the product is unavailable, the price or description was clearly wrong, we can’t verify payment or address, or we can’t lawfully ship to the destination, and we then refund everything paid for the cancelled items, including shipping.

Cancelling an online service is covered in Section 13, and ending a professional services project in Section 14.

10. Returns of physical products

Return window and refund amounts

You can return physical products within 30 days of delivery:

• Unopened products, in the original packaging with the factory seal intact, receive a full refund of the item price.
• Opened products that are complete, undamaged and resalable, with all components, cables, printed guides and original packaging, receive the item price minus a 15% restocking fee.

The restocking fee doesn’t apply to damaged, defective or incorrect items or to EU and UK withdrawals under Section 16. Freight orders are returnable on the same terms: we book the return freight, tell you the cost first and deduct it from your refund.

Items we can’t accept for return

• Products that have been soldered, modified, or damaged by misuse, such as incorrect wiring or the wrong power supply.
• Products missing components, cables, printed guides or packaging.
• Final-sale and clearance items, which are marked as final sale on your quote before you buy.
• Custom configurations.

If we receive an item that can’t be returned, we send it back to you at your shipping cost.

How to return an item

1. Email [email protected] within 30 days of delivery with your order number, the items, the reason and whether they’ve been opened.
2. Within 2 business days, we reply with a return merchandise authorization (RMA) number, the return address and packing instructions.
3. Pack the items securely, remove any batteries, and write the RMA number on the outside of the box.
4. Ship the return within 14 days of receiving your RMA, using a tracked service.
5. We inspect the return and refund you as described in Section 15.

Returns without an RMA number may be refused. Always send returns to the address on your RMA, which may differ from our mailing address.

Return shipping costs

You pay return shipping for change-of-mind returns, and the package is your responsibility until it reaches us, so use a tracked, insured service. If the return is due to our error or a damaged or defective item, we send you a prepaid label.

Original shipping charges

Original shipping charges, including Expedited, Overnight, international and freight charges, are not refundable unless we made an error or the item arrived damaged or defective.

11. Defective items and warranty

Dead on arrival

If a product doesn’t work on first use and you tell us within the 30-day return window, we send a free replacement or a full refund, including the original shipping charge, whichever you prefer.

Limited warranty

After the return window, hardware is covered by our 12-month limited warranty against defects in materials and workmanship, counted from delivery. The full terms, remedies and exclusions are in our Terms of Service.

Making a claim

Email [email protected] with your order number, a description of the problem, and photos or a short video. We may suggest troubleshooting first, since many problems turn out to be wiring or firmware settings. For a confirmed defect we send a prepaid return label or, for international addresses where we can’t, reimburse reasonable return postage. If only one part is faulty, we usually just send that part.

Advance replacements for classrooms

Schools, educators and training programs can request an advance replacement for a defective item so lessons aren’t held up. We ship the replacement first with a prepaid label, and you return the defective item within 14 days or we may invoice you for the replacement.

12. Exchanges

Damaged, defective and incorrect items are replaced at no cost under Section 8 or Section 11.

To exchange an item for a different product, ask for an exchange when you request an RMA within the 30-day return window. The return conditions in Section 10 apply, including return shipping and the 15% restocking fee for opened items. When the original arrives, we ship the new product, charging or refunding any price difference on your original payment method; shipping for the new product is quoted before you pay. For speed, you can order the new product separately and return the original for a refund instead.

13. Online services

This section applies to online services sold under our brands, such as Callston. Callston runs on a prepaid, pay-as-you-go balance for calls and messages, with phone numbers rented monthly and no long-term contract. Each online service publishes its prices on its own website, and its own terms may add detail for that service.

Cancelling

You can cancel at any time from your account or by emailing [email protected]. There’s no cancellation fee. Cancelling stops future charges; refunds of amounts already paid follow the rules below.

Prepaid balance

Calls, messages and other usage are charged to a prepaid balance that you top up in advance, either manually or through automatic recharge if you switch it on.

• Usage already consumed, such as calls made and messages sent, isn’t refundable, except for billing errors.
• Unused balance: you can ask for a refund of a top-up within 30 days of making it. We refund the top-up amount, less any usage charged to your balance since that top-up.
• Promotional or bonus credit, such as credit added free of charge as part of an offer, isn’t refundable and has no cash value.
• After 30 days, unused balance isn’t refundable except for billing errors, where the law requires a refund, or as described under “Service changes and discontinuation” below.

Closing your account doesn’t by itself refund your balance, so ask for any refund you’re eligible for, including under “Service changes and discontinuation” below, before or when you close it.

Recurring charges

Some charges recur, such as the monthly rental of a phone number, and renew automatically until you cancel them. Cancelling stops the next renewal; the service stays active until the end of the period you’ve paid for, and the current period isn’t refunded unless the law requires it, the service failed (see “Service outages” below), or “Annual terms” or “Service changes and discontinuation” below provide otherwise. When the rental of a phone number ends, the number is released and may not be available to you again.

Annual terms

If an online service offers an annual term:

• First annual charge: fully refundable if you cancel within 30 days of the initial purchase.
• Renewal reminder: we email you 30 days before each annual renewal with the date and amount.
• Renewals: fully refundable if you ask within 14 days of an automatic renewal.
• Otherwise, annual charges aren’t refundable, and the term runs to the end of the paid year.

Service outages

If an online service doesn’t work because of a problem on our side, such as an outage, contact [email protected] with the dates and details. We may issue a credit to your balance or a refund at our discretion, or as the brand’s published terms or your agreement provide.

Service changes and discontinuation

If we discontinue an online service you pay for, we refund your unused prepaid balance (not promotional credit) and the unused part of any prepaid recurring charge. We do the same if you close your account within 30 days after a change takes effect because the change materially reduces the service’s core functionality, or because a material change to our Terms of Service adversely affects you. Sections 13, 17.2 and 20 of the Terms of Service set out these rights.

Billing errors

Billing errors, such as a duplicate charge, a charge after cancellation or a wrong amount, are refunded in full.

Closing your account and exporting data

When you close your account, your account data stays available for export for 30 days. Our Privacy Policy explains how long we keep data after that.

Refund requests

Email [email protected] from your account email with the invoice or receipt number; approved refunds are processed under Section 15.

14. Professional services

This section applies to professional services sold under our brands, such as Logicron’s software development, mobile, cloud, AI and IT consulting projects and its support and maintenance plans, and to engineering projects carried out by Skynetera Hardware & Robotics. Every engagement starts with a written proposal or statement of work that sets out the scope, deliverables, schedule, fees and payment terms.

Fees and payments

Fees follow the proposal or statement of work you accept, which may set a fixed price, milestone payments or a monthly retainer. A proposal is valid for 30 days unless it states otherwise. Deposits and milestone payments cover the work scheduled or performed for that stage.

Ending a project

Either you or we may end a project, retainer or support plan by giving 14 days’ written notice. When an engagement ends early:

• you pay for work performed up to the end of the notice period;
• we refund amounts you’ve paid for work not yet performed, less any non-refundable third-party costs we committed on your behalf, such as software licenses, hosting or hardware;
• you receive the work you’ve paid for, including work in progress, and Section 6.6 of our Terms of Service applies to it.

Defects

Each delivery has a 10-day review period under Section 6.5 of our Terms of Service. If a deliverable doesn’t conform to the proposal or statement of work in a material way and you tell us in writing during that period, before you accept it, we correct it at no charge. A deliverable is accepted when you approve it in writing, when the review period ends without a written report of a material defect, or when you put it into live operation, whichever happens first. Minor issues that don’t prevent use are handled as the statement of work provides. Changes to the agreed scope and new features are quoted separately. Problems found later are handled under your support plan, if you have one, or quoted as new work.

Disputes about deliverables

If you disagree with us about a deliverable, an invoice or a refund, contact your project lead or [email protected] first. Disputes that can’t be settled that way go through the informal resolution process in Section 18 of our Terms of Service before either of us files a claim.

15. How refunds are issued

Where refunds go

All refunds go to your original payment method through Stripe, not to a different card or in cash. If your card has been replaced, your bank normally forwards the refund; if the bank rejects it, we’ll contact you to arrange another method. Credits we issue under Section 13 are added to your account balance and aren’t paid out.

Timing

• Returns: we inspect returned items and issue your refund within 5 business days of receiving them.
• Cancellations, online services and professional services: refunds are issued within 5 business days of approval.
• Bank posting: your bank or card issuer then usually takes 5 to 10 business days to show the refund. If it hasn’t appeared by then, we’ll give you the refund reference so your bank can trace it.

Currency

Charges and refunds are in U.S. dollars. If your card uses another currency, your bank converts the refund at its own rate, so the amount you receive may differ from what you paid. We aren’t responsible for exchange-rate differences or bank foreign transaction fees.

Partial refunds and confirmation

A refund may be less than the total paid when a restocking fee applies, shipping isn’t refundable, you return only part of an order, prepaid usage has already been consumed, or project work has already been performed. Sales tax on refunded amounts is refunded with them. We email a confirmation with the amount and payment method for every refund.

16. EU and UK consumer rights

If you’re a consumer in the European Union or the United Kingdom, these rights apply in addition to the rest of this policy, and where they differ, the terms that protect you more apply.

Right of withdrawal for physical goods

You can withdraw from a purchase of physical goods without giving a reason within 14 days of the day you, or someone you name other than the carrier, receive the goods. If your order arrives in several deliveries, the period runs from the last one. To withdraw, send us a clear statement before the period ends, for example by email to [email protected]. You may use the model withdrawal form, but you don’t have to.

Return the goods within 14 days of notifying us; you pay the direct cost of returning them. Within 14 days of receiving your notice, we refund all payments for the withdrawn goods, including delivery up to the cost of our least expensive standard option, to your original payment method at no fee. We may hold the refund until we receive the goods or proof of return shipment, whichever comes first. The restocking fee doesn’t apply, but you’re liable for any loss in value caused by handling beyond what’s needed to establish the goods’ nature, characteristics and functioning, such as soldering or modifying a kit.

Online services and professional services

You can withdraw from a contract for an online service, such as Callston, or a professional service, such as a Logicron project, within 14 days of entering into it, without giving a reason, by sending us a clear statement, for example by email to [email protected]. If you asked us to start providing the service during that period, we may deduct an amount proportionate to what we provided before you told us, such as calls and messages already charged to your balance or project work already performed, unless Section 13 or Section 14 gives you a larger refund.

If a service has been fully performed within the 14 days at your express request, and you acknowledged that you would lose the right of withdrawal once it was fully performed, the right ends at that point. Digital content supplied as part of a service, such as downloadable files, is treated the same way once supply has begun with your express consent and acknowledgment.

Legal guarantee of conformity

Goods, digital content and digital services must match their description, be fit for purpose and be of satisfactory quality. In the EU, the legal guarantee for goods lasts at least two years from delivery; in the UK, your rights come from the Consumer Rights Act 2015. Remedies include free repair or replacement and, in some cases, a price reduction or refund. These rights are not limited by our 12-month limited warranty or anything else in this policy.

17. Chargebacks and payment disputes

Charges from every brand appear on your card statement as SKYNETERA. If you don’t recognize a charge or have a problem with an order, service or project, please contact [email protected] first. We can usually resolve it, including any refund due, faster than a bank dispute.

If you file a dispute or chargeback, we respond through Stripe with the relevant documentation, such as the order confirmation, payment, shipping and delivery records, service usage records, accepted proposals and statements of work, and our correspondence with you. While a dispute is open, we can’t issue a separate refund for the same charge. If your card was used without permission, tell your bank and us right away so we can stop any related shipment or service.

18. Contact us

For questions about this policy, contact Skynetera, LLC:

• Returns, shipping and hardware orders: [email protected]
• Online services, projects, billing and refunds: [email protected]
• Phone: +35794550204
• Hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. Eastern European Time. Excluding Holidays.
• Mailing address: Skynetera, LLC, aristeidou 3, 101, limassol, Cyprus 3095, United States

Please include your order, invoice or account number, or use our contact form. For help using a service, you can also reach the Callston and Logicron teams through callston.com and logicron.com. Send returns only to the address on your RMA.