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Return, Refund & Exchange Policy

B.1 At a Glance

Custom pairs cannot be returned because you changed your mind, but they are covered if something is wrong with them. This table is a summary; the sections below govern.

Situation	Outcome	Section
Cancelled within 24 hours, before production	Full refund less payment processing fee	B.2
Cancelled after the design is locked	No refund	B.2
Changed your mind after delivery	No return or refund	B.3
Wrong size selected by you	No refund; remake at reduced cost	B.6
Manufacturing defect	No return or refund	B.4
Damaged in transit	No return or refund	B.4
Wrong item, size or design sent by us	Remake or full refund, our shipping cost	B.6
Parcel lost in transit	Remake or full refund after carrier investigation	B.6
Parcel refused or unclaimed	Refund less shipping and return costs	B.6
We cancel or decline the commission	Full refund	A.7, A.10, A.11
Production delayed over 14 days by us	Wait, or full refund	A.7

Claim window: 14 calendar days from delivery. Photographs are required. Full process in Section B.8.

B.2 Cancelling Before Production

You have a cancellation window after ordering. It closes at whichever of these comes first: 24 hours after the Order Confirmation, or the moment you approve the mockup.

When you cancel	What you receive
Within the window, no materials committed	Full refund less the payment processing fee
Within the window, Base Footwear already sourced	Refund less the payment processing fee and the cost of the Base Footwear
After the design is locked	No refund

The payment processing fee is charged by our payment provider and is not returned to us when a refund is issued. It is typically 3 to 5 per cent of the order value, and the exact amount is shown in your refund confirmation.

Changes instead of cancellation. Within the same window you may change size, colourway or design at no charge. We would rather adjust an order than cancel one, so contact us early.

How to cancel. Email support@sneakcares.site with your order number and the word CANCEL in the subject line. The timestamp of your email decides whether you are inside the window.

After the window closes, materials are committed and studio time is reserved for your pair. That is the point at which cancellation is no longer possible.

B.3 Change of Mind

We do not accept returns, exchanges or refunds because you no longer want the pair, no longer like the design, or found something else. This applies after delivery and after the design is locked.

The reason is structural rather than commercial. Each pair is painted by hand to your specification and cannot be resold to anyone else. A custom pair that comes back is a total loss, which is why studios of this kind do not offer change-of-mind returns.

Legal position. Consumer law in many countries gives buyers a cooling-off period for online purchases, and also excludes goods made to the consumer's specification from that right. In the European Union, that exclusion sits in Article 16(c) of the Consumer Rights Directive 2011/83/EU, and comparable provisions apply in the United Kingdom. Custom pairs produced by us fall within that exclusion.

This exclusion covers change of mind only. It does not affect your rights where an item is defective, damaged or not as described, which are set out in Sections B.4 and B.9 and cannot be signed away.

Internal note — remove before publication. The EU citation is accurate as a general statement but should be confirmed by your lawyer against the current consolidated text and against how your largest EU markets have implemented it. Also confirm the position for the United States, where there is no federal right of return but several states impose their own disclosure rules on refund policies.

B.4 Defects and Shipping Damage

You have 14 calendar days from delivery to report a defect or transit damage. The delivery date is the one recorded by the carrier.

Open and inspect your parcel as soon as it arrives, even if the pair is a gift for a later date. A claim made outside the window is harder to assess and harder to pursue with the carrier, whose own deadlines are short.

What counts as a defect.

Paint that lifts, flakes or cracks under normal use within 90 days of delivery.
Artwork that differs materially from the approved mockup in design, colour family or placement.
A finish applied to the wrong part of the shoe.
Damage to the Base Footwear present on arrival, such as tears, split seams or separated soles.
The wrong size or the wrong model sent by us.
A parcel that arrives crushed, wet or opened, with damage to the contents.

Evidence we need. Send all of the following with your claim:

Your order number.
Clear photographs of the full pair, both shoes, in natural daylight.
Close-up photographs of the specific problem area.
A photograph of the shipping box and packaging, inside and out, for any transit damage claim.
A short description of when you noticed the problem and how the pair had been used.

Keep the packaging until the claim is resolved. Carriers routinely reject damage claims where the packaging has been discarded, and that weakens a claim we would otherwise win on your behalf.

The 90-day finish warranty. Beyond the 14-day inspection window, we warrant the painted finish against lifting, flaking and cracking under normal use for 90 days from delivery. Section A.9 sets out what voids this.

B.5 What Is Not a Defect

The following are characteristics of hand-painted, made-to-order footwear. They do not qualify for repair, remake or refund.

Small differences between your pair and the photographs on our website, since each pair is painted individually.
Minor differences between the left and right shoe in brush texture or line weight.
Placement that sits a few millimetres from the mockup.
Colour that reads differently on your screen than in daylight.
Fine creasing of the paint at flex points from normal wear.
Slight texture, brush marks or visible layering in the paint surface.
Faint odour from paint or sealant in the first days after unboxing.
A fit that is uncomfortable or a size that is wrong, where the pair matches the size you selected.
Dissatisfaction with a design you approved at the mockup stage.
Damage from misuse, from the care failures listed in Section A.9, or from alteration by you or a third party.
Ordinary wear after months of use, which is not a manufacturing defect.

If you are unsure which category your problem falls into, send photographs anyway. We would rather look at it than have you assume.

B.6 Our Errors, Sizing, and Parcels That Do Not Arrive

Our error

If we send the wrong size, the wrong model, or a design that differs materially from the approved mockup, we remake the pair or refund it in full, at your choice. We pay return shipping and the shipping on the replacement, and we do not ask you to wait for the original pair to reach us before starting the remake.

Sizing

A pair that matches the size you selected is not defective, so no refund is due. As a goodwill measure we offer a remake in the correct size at 50 per cent of the current product price, plus shipping both ways, available once per order within 30 days of delivery.

The original pair stays with you. We do not resell it, because it was painted for you.

Lost parcels

If tracking shows no movement for 10 business days on an international shipment, or 5 on a domestic one, contact us and we will open an investigation with the carrier.

Carrier investigations usually take 7 to 21 business days. Once the carrier declares the parcel lost, we remake the pair at no charge or refund it in full, at your choice.

Where tracking records delivery to your address but you did not receive the parcel, report it to the carrier and, if appropriate, to your local police. Section A.8 explains that risk passes on delivery. We will support your carrier claim with documentation, but a parcel recorded as delivered is not covered by this policy.

Refused, unclaimed and undeliverable parcels

A parcel returned to us because it was refused, left unclaimed at a depot, or sent to an incomplete address is refunded at the product price only.

We deduct the original shipping, the return shipping charged by the carrier, and any duties or storage fees we are billed. Where a parcel is destroyed or abandoned by customs, no refund is possible, because nothing comes back to us.

If you would prefer the parcel reshipped rather than refunded, we will do that once you pay the new shipping charge.

B.7 How to File a Claim

Email support@sneakcaresteam.com with CLAIM and your order number in the subject line. Do not open a payment dispute first; Section B.9 explains why that works against you.

flowchart TD
  A[Email claim<br/>with photos] --> B[We acknowledge<br/>2 business days]
  B --> C[Assessment<br/>5 business days]
  C --> D{Outcome}
  D -->|Accepted| E[Remedy agreed<br/>with you]
  D -->|More info needed| A
  D -->|Declined| F[Written reasons<br/>escalation available]

Our response times.

Step	Time
Acknowledgement of your claim	2 business days
Assessment and decision	5 business days from complete evidence
Repair or remake, once agreed	2 to 4 weeks
Refund issued, once agreed	5 business days

Remedies. Where a claim is accepted, we offer one of the following. We propose the one that fits the problem, and you choose between the options we offer.

Repair or touch-up. Suitable for small paint issues. Fastest option, and we pay shipping both ways.
Remake. A new pair to the same approved design, at no charge, with shipping paid by us.
Partial refund. Where you would rather keep the pair despite a minor flaw, by agreement on the amount.
Full refund. Where a remake is not practical, or where you prefer it. The pair is returned to us first under Section B.8.

Declined claims. If we decline, we say why in writing and point to the clause we relied on. You may reply with further evidence, and a second reviewer looks at the claim. Section B.10 sets out the escalation path.

B.8 Returning an Item and Refund Processing

Do not send anything back before we authorise it. Unauthorised returns cannot be tracked against your claim and may be refused by our studio.

Who pays return shipping.

Reason for return	Return shipping	Replacement shipping
Defect or transit damage	We pay	We pay
Wrong item sent by us	We pay	We pay
Size remake as goodwill	You pay	You pay
Any other agreed return	You pay	You pay

Condition on return. The pair must come back unworn beyond trying it on, with all original packaging, tags and accessories. A pair returned worn, washed or altered may have its refund reduced or refused.

Sending it back. Use a tracked service and send us the tracking number. Mark the parcel as a returned item so it is not charged import duty on arrival in Indonesia; a return that incurs duty on our side has that cost deducted from the refund.

Refund processing.

Step	Time
Inspection after the pair arrives	3 business days
Refund issued by us	5 business days from inspection
Funds visible in your account	5 to 10 business days, set by your bank

Refunds are issued to the original payment method. We cannot refund to a different card or account, and we do not issue cash refunds.

What is refunded. Where the fault is ours, we refund the product price and the original shipping. Where it is not, we refund the product price only. Import duties and taxes are never refundable by us, because they were paid to your own government. Ask your customs authority about reclaiming them on a returned item.

Currency. Refunds are issued in the currency of the original charge. Where exchange rates have moved, the amount in your local currency may differ from what you paid, and that difference is set by your bank.

B.9 Your Statutory Rights and Payment Disputes

Nothing in this policy reduces rights you hold under the mandatory consumer law of your own country. Where this policy and that law conflict, the law applies.

Region	What you keep regardless of this policy
European Union	The right to a conforming product for two years from delivery, under Directive 2019/771, which cannot be excluded by contract
United Kingdom	Rights under the Consumer Rights Act 2015 to goods that are of satisfactory quality, fit for purpose and as described
United States	Rights under state consumer protection law, which vary by state
Indonesia	Rights under Law No. 8 of 1999 on Consumer Protection
Elsewhere	Whatever mandatory consumer protection applies where you live

The change-of-mind exclusion in Section B.3 sits alongside these rights, not above them. A pair that is defective or not as described is covered whatever Section B.3 says.

Payment disputes and chargebacks. If you open a chargeback or payment dispute before contacting us, the funds are frozen by the payment provider and we lose the ability to resolve the problem directly. A remake we would have offered in a week becomes a dispute that takes months.

Contact us first. If you are unhappy with our decision, use the escalation path in Section B.10, and open a dispute only if that does not resolve it.

We respond to every dispute with the full order record, including the approved mockup, correspondence, production photographs and delivery confirmation. Where a chargeback is filed for a reason this policy excludes, such as change of mind on an approved custom order, we contest it.

Internal note — remove before publication. The statutory citations above are accurate in general terms but should be verified by your lawyer against current consolidated texts, and the US row expanded or narrowed depending on which states you sell into most. Confirm also that stating these rights explicitly is the approach you want; it is more customer-friendly than most competitors and it removes a common ground for a chargeback to succeed.

B.10 Escalation and Contact

If you are not satisfied with a decision on your claim, reply to the same email thread and ask for it to be escalated. A second reviewer who was not involved in the original decision looks at the file and responds within 5 business days.

Stage	Contact	Response
Claim	support@sneakcares.site, subject CLAIM and order number	2 business days
Escalation	Reply in the same thread, ask for escalation	5 business days
Marketplace order	The marketplace's own resolution centre	Per their policy

We keep the full record of every order, including the approved mockup, production photographs and delivery confirmation, for 24 months. You may request a copy of your own file at any time.

We would rather fix a problem than win an argument about one. If something has gone wrong with your pair, tell us before you tell your bank.

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