Refund Returns

1. Eligibility for Refunds and Returns

• The return request is submitted within 30 calendar days from the date of receipt of the product. In line with the EU consumer rights directive, you have a 14-day cooling-off period to return products for any reason without providing an explanation.
• The product is in its original condition: unused, undamaged, with all original tags, packaging, and accessories (e.g., shoe boxes, dust bags for bags) intact. No signs of wear, stains, scratches, or modifications are allowed.
• The product is not in the non-returnable category, including but not limited to: customized shoes/bags (made according to your specific requirements), final sale items (clearly marked “Final Sale” on the product page), and products with damaged original packaging that affects secondary sales.

2. Refund and Return Process

• Submit a return request: You can submit a return request through the WooCommerce Returns Center on our WordPress Website, or contact our customer support via the contact information provided in Section 6. Please include your order number, product name, product SKU, and detailed reason for return when submitting the request.
• Request review: Our customer support team will review your return request within 24 business hours and notify you of the approval result via email. If your request is approved, we will provide you with a free return shipping label (for eligible cases) and the designated return address.
• Ship the product back: Package the eligible product securely with all original tags, packaging, and accessories, attach the provided return shipping label, and send it back to us within 7 calendar days of receiving the approval notice. Please keep the shipping tracking number for future reference.
• Inspection and processing: Once we receive the returned product (usually within 3-5 business days after you ship it), our team will inspect the product to confirm if it meets the return eligibility conditions. If the product is eligible, we will process your refund or exchange promptly.

3. Refund Details

• Refund method: We will process the refund to your original payment method (e.g., credit card, PayPal, debit card) within 7-14 business days after confirming the eligible return. The actual refund arrival time may vary depending on your bank or payment service provider’s processing cycle.
• Refund amount: For eligible returns, we will refund the full purchase price of the product. Shipping fees paid at the time of purchase will only be refunded if the return is caused by product quality issues, wrong delivery, or our operational errors. For returns initiated due to personal reasons (e.g., change of mind, incorrect size selection), the original shipping fees will not be refunded, and the return shipping costs will be borne by you.
• Data processing: When processing refunds and returns, we will collect and use the minimal necessary information (e.g., order ID, payment details, return reason, shipping tracking number) in accordance with GDPR Article 6 (1) (b) (fulfillment of a contract). We will retain this data for 90 days after the refund is completed, then securely delete or anonymize it to protect your privacy.

4. Exceptions and Special Cases

• Ineligible returns: If the returned product does not meet the eligibility conditions (e.g., used, damaged, missing tags or accessories), we reserve the right to reject the return request or deduct a reasonable fee based on the product’s actual condition before processing the refund (if applicable). We will notify you of the decision and related details via email.
• Quality defects or transportation damage: If the product has quality defects (e.g., broken zippers, loose soles, defective stitching) or is damaged during transportation, please provide clear photos or videos as evidence when submitting the return request. We will bear all return shipping costs and process your refund or exchange immediately after verifying the evidence.
• Partial returns: For orders with multiple items, you can request a return for individual items that meet the eligibility conditions. We will only process the refund for the corresponding items, and the shipping fees will be adjusted accordingly.
• Exchanges: If you wish to exchange the product for a different size, color, or style (if available), please indicate your exchange request when submitting the return request. We will process the exchange after confirming the returned product is eligible, and you will only need to bear the additional shipping costs (if any) for the new product.

5. Changes to This Policy