Return Policy
We are committed to providing users with a high-quality shopping experience and premium products. However, we understand that circumstances may change and you may need to request a return or refund. To better serve you, we have established this Return & Refund Policy (hereinafter referred to as “this Policy”) for the Shoesan website (hereinafter referred to as “this Website” or “we”). Please read this Policy carefully before making a purchase.
1. No-Reason Returns
1)Eligibility
If you purchase products from this Website (excluding certain special items), and the products remain in their original condition and meet resale requirements, you are entitled to a 30-day no-reason return. The return period starts from the day after you sign for and receive the product.
2)Conditions for No-Reason Returns
During the no-reason return period, returned items must remain in their original purchase condition and be suitable for resale. Specifically, all of the following requirements must be met:
a.Product Condition
The product must be in good condition, free from scratches, abrasions, impacts, signs of use, disassembly, or other damage. The product must not be stained or washed. All tags, labels, and certificates must remain intact and not removed, and the product must retain its original quality and functionality.
b.Packaging Condition
The original manufacturer’s packaging must be intact. “Original packaging” refers to the manufacturer’s packaging only and does not include outer cartons or bags added by us or the logistics company.
c.Accessories and Attachments
All accessories, attachments, and complimentary items (such as shoebox covers or free gifts) must be returned in full.
Note: Returns must be initiated through the original purchase channel. Requests submitted after the 7-day no-reason return period will not be accepted.
2. Defective Product Returns
If you believe the product is defective, you may apply for a return. The following conditions must be met:
The return request must be submitted within 30 days from the date of receipt.
Eligible defects include serious glue separation, broken soles, heels, cross-sections, or uppers caused by non-human factors.
Returns are also accepted for new, unworn shoes that are mismatched in size or not provided in pairs.
Returns for quality issues submitted more than 30 days after receipt will not be accepted.
3. Non-Returnable Situations
Returns will not be accepted under the following circumstances:
Damage caused by consumer disassembly, repair, or intentional damage by others;
Damage caused by improper use or wearing;
Absence of valid proof of purchase or invoice;
Products not purchased from this Website;
Situations exempt from warranty liability under applicable laws and regulations;
Other non-returnable situations based on the nature of the product and confirmed by you at the time of purchase, or as otherwise stipulated by law.
Please note: Keep your account and order information secure and do not share it with others.
4. Return, Refund, and Exchange Process
Please contact us using the contact information displayed on this Website to initiate a return request.
We will provide you with a return shipping address. Please arrange shipment through a logistics provider using the provided address.
Upon receipt of the returned product, our quality inspection department will conduct an inspection. If the product meets our standards, we will proceed with the exchange or refund.
We will reconfirm the delivery address with you. If no response is received within one working day, we will default to the original order’s delivery address for shipment of replacement products.
Products eligible for exchange may be exchanged only once. After receiving an exchanged item, you may still apply for a return in accordance with this Policy, but a second exchange will not be permitted.
Refunds that meet our criteria will be issued via the original payment method.
5. Return Shipping Fees
If the return is due to product quality issues or incorrect items sent by us, we will cover the return shipping cost.
If the return is due to customer-related reasons (including no-reason returns), the customer is responsible for the return shipping cost.
6. Order Cancellation
If you cancel your order before shipment, you will receive a full refund.
If you cancel your order after shipment, we will contact the courier company. Two scenarios may apply:
1)In-Transit Interception
If the courier intercepts the package and returns it to us, we will deduct the shipping fee and refund the remaining amount via the original payment method.
2)Delivery Then Return
If interception is not possible, the package will be delivered to your address and must be returned. After we receive the product, we will deduct the return shipping fee and refund the remaining amount via the original payment method.
7. Refund Processing Time
Once a refund is approved, we generally process it immediately. Please allow us 3-5 business days to complete the review and refund process. The refund will be refunded to your account according to your original payment method. Delays may occur for the following reasons:
1)Holidays and Banking Delays
Due to holidays, banking procedures, or other factors, refunds may take up to 30 days to process.
2)Chargeback Requests
If you initiate a credit card chargeback, your payment provider may freeze the funds until the dispute is resolved. Please consult your bank or payment institution for details.
8. Policy Updates
We reserve the right to update this Policy at any time without prior notice. Any changes will be published on this page. We recommend reviewing this Policy regularly.
9. Final Interpretation
The final interpretation of this Policy belongs to Shoesan Website.
