Policy for Replacement and Refund

Dear valued customer, please be informed of the following:

1. A 14-day warranty against manufacturing defects is provided. This warranty covers issues like sole detachment or loose threads on the shoes, as long as they are considered manufacturing defects. In such cases, repairs will be done by the company free of charge.

2. Customers cannot request a replacement or refund if the product is not in the same condition (new) as when it was sold due to reasons attributable to the customer.

3. Defect definition: Any decrease in value or utility of the product as originally intended that deprives the customer, either partially or entirely, from utilizing it for its intended purpose. This includes any deterioration resulting from mishandling or storage errors, provided the customer is not responsible for such deterioration.

* You have received the product as agreed upon, and it is free from any apparent manufacturing defects, and it meets all the essential conditions agreed upon (price, color, size).

The right to request a replacement is within 2 days (48 hours) only, while the right to request a refund is only on the same day of receipt.

If the customer refuses the product upon delivery, the shipping expenses will be borne by the customer.

Signature of the recipient – or their representative:

Steps for requesting a replacement:

1. Identify the customer’s name, delivery time, and the phone number used for the reservation.
2. Request the customer to send a picture of the invoice received with the product via WhatsApp or Messenger.
3. Ask the customer to send pictures of the product from four angles (right, left, sole, and top) to assess the shoe’s condition from the inside.

After receiving the pictures:

1. Send a message to the customer, confirming that the replacement request has been initiated and that they will be contacted within 24 hours.
2. Send an explanatory message to the customer, informing them that the replacement process will occur in two stages through the shipping company. First, they should keep the invoice and send the shoes with the shipping company representative for verification, comparing the product to the pictures provided for condition confirmation.

If the customer’s request is approved, the alternative shoes will be sent within 48 hours after the first pair is inspected upon arrival at the company.

3. Copy the customer’s data from the orders sheet to the replacements sheet.
4. In case of a complaint from the customer about a delay in receiving the replacement shoes, send a message stating that the customer’s complaint has been forwarded to the Complaints Department, and a representative from the department will contact the customer within the day.