Refund Policy


Policy Purpose and Applicable Scope

This Refund Policy is formulated to standardize the platform’s refund service process, clarify the rights and obligations of both the platform and users in the refund link, and fully protect the legitimate consumption rights and interests of global customers. The policy is applicable to all commodity refund applications generated by users purchasing footwear products on our official ecommerce platform, including order cancellation refunds before shipment, return refunds after goods receipt, abnormal order refunds, and other types of refund scenarios. All refund services of the platform are implemented in strict accordance with the standardized rules stipulated in this policy, ensuring fair, transparent, efficient and consistent refund processing for all global users.

Core Refund and Return Service Rules

In order to create a worry-free shopping experience for users, the platform provides a long-term humanized after-sales guarantee service. All eligible commodities support a 60-day free return service. The return period is calculated from the date when the user signs for the goods successfully. Within 60 days after receipt of the goods, if the user is not satisfied with the product size, style, wearing experience and other reasons, or the product has quality problems inconsistent with the official description, the user can initiate a free return and refund application through the official channel without bearing any return freight cost. The platform fully undertakes the return logistics cost, realizing zero-cost return for users.
All return applications will be reviewed by a professional after-sales inspection team. After the returned goods are sent back to the designated inspection warehouse of the platform, the staff will conduct comprehensive inspection and verification of the product status, including product integrity, unused status, complete accessories, no artificial damage, no excessive wear and dirt and other standard verification items. For products that meet the return inspection standards, the platform will immediately start the refund processing procedure; for individual products that do not meet the return standards due to artificial damage, private modification and other non-product quality problems, the after-sales team will feed back the verification results to users and explain the reasons for non-compliant return.

Refund Processing Cycle and Execution Standard

The platform implements a unified efficient refund processing cycle standard. After the returned products pass the official inspection and confirm that they meet the return and refund conditions, we will complete the full refund processing within 5 to 10 working days. The refund cycle is based on the working day standard, excluding holidays and system maintenance downtime. All refund funds will be returned through the original payment channel used by the user when placing the order, ensuring the safety and traceability of fund settlement.
For pre-shipment order cancellation refunds, after the user successfully cancels the order and the system confirms that the order has not entered the picking and shipment link, the platform will also follow the 5-10 working days refund cycle to complete the fund return. For abnormal orders such as logistics loss, product damage in transit, and wrong goods delivery confirmed by the platform, after the verification is completed, the refund will be processed within the same time limit to ensure that users’ fund rights and interests are protected in the fastest time.

Refund Settlement Currency and Standard

All refund services of the platform adopt unified US dollar settlement standard, which is consistent with the order payment currency. The refund amount is calculated according to the actual payment amount of the user’s order, including the total amount of commodity payment generated by the official order, without any currency conversion fee, service fee and deduction fee. Since the platform implements a full free shipping policy, there is no freight deduction in the refund process, and users can get a full refund of the actual payment amount for eligible refund orders.
For orders with preferential discounts, promotional discounts and other preferential activities, the refund amount will be calculated according to the actual final payment amount of the user, and the preferential part will be settled in accordance with the platform’s unified promotional rules to ensure the fairness and standardization of refund settlement.

Ineligible Refund Scenarios

In order to maintain the standardized operation of the platform’s after-sales system and protect the legitimate rights and interests of both parties, some special scenarios do not support refund applications. Products that have been artificially damaged, privately repaired, modified in appearance and structure, or worn for a long time beyond trial wearing scope, resulting in inability to secondary sales, are not eligible for return and refund. Products damaged due to user’s improper storage, improper use and non-product quality problems are not included in the free refund scope.
In addition, expired return applications beyond the 60-day free return period, return applications with incomplete product accessories, packaging loss affecting product inspection, and malicious repeated return applications will not be approved by the platform. The platform will conduct fair verification based on the actual product status and order records, and the final inspection result will be the standard for judging whether the refund is eligible.

Refund Progress Inquiry and After-sales Communication

Users can check the real-time progress of refund applications through the official order management page, including application submission status, goods return and receipt status, inspection completion status, refund processing status and fund arrival status. All refund progress nodes are updated synchronously in real time to facilitate users to grasp the processing dynamics.
If users have questions about the refund review result, processing progress and settlement standard, they can initiate consultation and appeal through the official customer service channel at any time. Our professional after-sales customer service team will respond to user demands in a timely manner, verify order information and problem details, and provide targeted solutions and professional explanations to ensure that every user’s reasonable demands are fully responded and properly solved.