Return & Exchange Policy

Return & Exchange Policy
(For any return or exchange inquiries, please contact us via WhatsApp or email)

 

1. Once an online order is paid and generated, cancellation and returns are generally not supported. Therefore, it is recommended that customers carefully consider their purchases before making payment. If there are any questions about the product, such as size or actual color, we welcome customers to contact us or visit our store for inquiries and purchases. Additionally, the product recommendations provided by our company are for reference only and cannot be used as a valid reason for cancellation or returns by customers.

 

2. Customers who purchase sneakers online (clothing, bags, accessories, and discounted items are not eligible for this policy) can make exchanges if the sizes are not suitable, but they must meet all of the following conditions:
   a. Please handle the exchange by mail or visit the store within seven days from the date of receiving the goods. Any requests submitted after seven days will not be processed. The buyer is responsible for the shipping fee for mail exchanges.
   b. Ensure that the product is in perfect condition. For example, the shoebox must be intact and undamaged before it is sent out to the customer. The shoe body should not have any obvious wrinkles or defects caused by human factors. All product accessories must be included, and most importantly, the unique identification tag of KICKSCROWD and the original receipt from the time of purchase should not be removed.
   c. No cleaning, modifications, intentional damage, or any wear that affects secondary sales is allowed.
   d. The replacement product must be available in sufficient stock at the store. Pre-ordered products are not part of the current inventory, and returns or exchanges for pre-ordered products are not accepted.
   e. Due to price fluctuations for some products and different prices for each size, if there is a price difference when the customer requests a product exchange, our company will make adjustments to ensure fairness by refunding the excess amount or requesting additional payment from the customer.

 

3. In the following special circumstances, our company will provide returns or exchanges for customers:
   a. If the product is out of stock or intentionally sold out before the inventory could be updated in a timely manner.
   b. If the product received by the customer does not match the description in the order, such as a different size or SKU (product code). Please contact us within 48 hours after receiving the goods, and once verified, we will provide a full refund. Please ensure that the product is in its original packaging, with all accessories, and does not affect secondary sales. Keep the receipt from the time of purchase, and most importantly, do not remove the unique identification tag of KICKSCROWD. Once the identification tag is removed, our company will not accept any disputes regarding product returns or exchanges.

 

4. Our company will not provide any returns or exchanges for products that are lost or directly damaged due to transportation issues.

 

5. Once the unique identification tag, KICKSCROWD, is removed from the product, the purchase receipt for the product is lost, or the product shows signs of being washed, worn, or modified, our company will not accept any return or exchange requests, or any other disputes from customers.

 

6. Our company does not provide maintenance services for the products sold, such as cases where insoles, logos or shoelaces get damaged after natural wear. This is attributed to the manufacturer of the product and is not caused or controlled by our company.

 

7. It needs to be emphasized that our company cannot control the manufacturing quality of the products. We are committed to sourcing the best products for our customers, but we do not accept customer returns based on normal defects such as slight protrusion of threads, residual adhesive, minor handcraft asymmetry, and normal oxidation (especially for white sneakers). Additionally, some products may have different appearance details, textures, and materials due to variations in manufacturing location or production dates, which is considered normal. No one is perfect, and shoes are not artworks. We hope our customers understand this. If there are any questions, please feel free to contact us at the earliest opportunity, and we will be patient in providing answers.