Refund Policy

EXCHANGES AND REFUNDS

We strive to give you the best possible shopping experience, but we understand that sometimes an item may not be suitable and you may wish to exchange or return it.

You can exchange or return your order within 14 days of receiving your package. This means you have 14 days from the day you received the item to request a return. If more than 14 days have passed since delivery, we unfortunately cannot offer a refund or exchange.

To start a return, please contact us at contact@footrez.com and provide your order number, full name, email address or phone number, and whether you would like a refund or an exchange (different size or another item). Please also state the reason for the return and attach photos of any defects.

Once we have received your request, our customer service team will forward it to the appropriate department, who will review it and confirm the outcome of the return or exchange.

To be eligible:

1. The returned item must be in the same condition as when you received it.
2. The item must be returned unused and unwashed, in the original packaging with all tags attached. Otherwise, we reserve the right to refuse the return in accordance with our terms of sale.
3. If the item is NOT returned in the same condition in which the customer received it, Footrez reserves the right to refuse an exchange or refund.

Exchange or refund is NOT allowed in the following cases:

1. Size errors made by the customer, even though a size guide with cm measurements is provided on each product page.
2. If the item has been damaged by the customer after receipt.
3. If the shipping company cannot locate the recipient at the time of delivery, Footrez accepts no responsibility.
4. If the shipping company states that the package has been delivered, Footrez accepts no responsibility.
5. If the customer does not report a defect in the item with photos and/or video within 24 hours of receiving the package.
6. If the customer does not respond within 72 hours after Footrez has replied to a return request, the company reserves the right not to process the return or refund.

Footrez reserves the right to ask the customer to send photos by email of the received item clearly showing the defect or issue.

IMPORTANT

Our company aims to provide accurate and detailed information about the products we offer, including clear descriptions, technical specifications, and images. However, it is important to recognize that individual perceptions may vary from customer to customer.

For this reason, we clarify that personal expectations or subjective perceptions about color, texture, material, or other aesthetic aspects of the products are not considered valid grounds for a return.

We acknowledge that each customer may have a unique perception when evaluating a product. However, subjective differences cannot be regarded as defects or inaccuracies in the product itself.

In addition, we would like to highlight a few important points:

a) Color variation: Please note that the colors of products shown on our website may differ slightly from the actual colors. This variation is not considered a defect and is therefore not a valid reason for a return or refund, as such differences can depend on screen settings or other technical factors.

b) Subjective perception: Subjective perceptions or personal expectations are balanced by the presence of specific information and size guides on the product pages. This information reflects the actual product as faithfully as possible. Therefore, subjective perceptions do not constitute a valid reason for a refund.

We do our best to ensure that the information about our products is as precise and transparent as possible so that our customers can make informed decisions. If you have any questions or doubts about a product before purchasing, we encourage you to contact us for further clarification.

1. EXCHANGES

If the received item does not fit the selected size, you may exchange it for a larger/smaller size or for another item available on our website.

You must return the item you wish to exchange no later than 14 days after receiving the package.

You will receive all instructions, including the return address, by email after you contact us.

The exchange will be shipped once we have received and inspected the package at our main warehouse.

Size exchanges are not allowed if the customer ordered the wrong size despite the size guide being available. In addition, exchanges, returns, or refunds are not permitted if the customer did not check the size guide on the product page before purchase.

Note: We do not offer returns or exchanges in case of delayed delivery. If you have any questions or concerns regarding our return policy, please contact our customer service at contact@footrez.com.

The size of the items may vary by 1–3 cm compared to the size guide. By purchasing, the customer accepts this possibility.

By completing a purchase, you declare that you have read and accepted the return policy.

2. REFUNDS

You must return the item, and your return must be accompanied by a tracking code, which you must provide to us. This allows us to see exactly when your return package arrives at our warehouse and start the refund process.

Without a tracking code, we cannot track your shipment, and your right to a refund lapses because we cannot confirm that your order was received by us.

IMPORTANT:

You may return your package via any logistics provider. Unfortunately, we do not cover return shipping costs. We therefore recommend choosing the cheapest shipping option with tracking.

All carriers are accepted for returns, but the costs are paid by the customer.

We will refund your purchase within 14 days of receiving the package at our main warehouse in Asia.

The refund will be issued using the same payment method used for the original purchase, unless otherwise agreed with the customer or due to internal issues.

Thank you for your understanding.

Contact the seller before filing a dispute or chargeback request

If the consumer is considering filing a dispute or a chargeback request with their bank or payment provider, it is mandatory to first contact the seller. The consumer must inform the seller of the issue in writing and give them the opportunity to resolve it. This can be done via email or through the contact form on our website. If the seller does not respond within a reasonable time, or if the issue is not resolved satisfactorily, the consumer may then consider filing a dispute or chargeback request. By contacting the seller first, the consumer enables a quick and effective resolution of the issue without the involvement of third parties.