JAVASNEAKERS: REFUND & EXCHANGE POLICY

1. Order Cancellation

Due to the personalized nature of our sneakers, your order is sent to production shortly after it’s placed.

• You may cancel your order and request a full refund within 8 hours of placing it.
• After this 8-hour window, your order will be in production and cannot be canceled. Please review your order carefully before submitting.

2. Conditions for an Eligible Refund or Exchange

We offer a refund or a replacement item if you contact us within 30 days of receiving your order under the following circumstances (collectively, “Eligible Conditions”):

• Print Quality Issues: The print on the sneakers is demonstrably unclear, blurry, significantly misaligned, or substantially different from the design proof you approved (if applicable).
• Incorrect Product Received: You received a completely different sneaker design, model, or an incomplete order (e.g., missing items you paid for).
• Damaged Product: The item arrived with damage sustained during shipping (e.g., torn, significantly stretched, crushed). Please document with photos upon arrival.
• Sizing or Color Discrepancy (Our Error): The product you received does not match the size or color you explicitly ordered and is stated on your order confirmation (e.g., ordered size 9, received size 10; ordered black, received white). This does not cover minor shade variations due to screen differences.
• Significant Production Errors: Any other substantial mistake made on our part during the manufacturing process that materially affects the quality, appearance, or usability of the product as ordered.

3. What is NOT Eligible for Refund or Exchange

Due to the custom, made-to-order nature of our sneakers, we cannot offer refunds or exchanges for the following, except where required by applicable consumer law:

• Buyer’s Remorse: If you change your mind about the product, design choice (that you confirmed), or no longer want the item after it has entered production or been delivered.
• Sizing Issues Due to Customer Error: If the sneakers do not fit due to incorrect size selection by the customer. We provide a detailed size chart and strongly recommend you measure carefully and consult it before ordering.
• Minor Color Variations: Colors may appear slightly different on your screen compared to the physical product due to monitor settings, screen calibrations, and lighting. We strive for accuracy, but minor variations are not considered a defect.
• Items Purchased During Sales or Promotions (for reasons other than Eligible Conditions): Items purchased during sales or promotional periods can be returned or exchanged if they meet the “Eligible Conditions” outlined in Section 2 (e.g., defective, damaged, our error). However, they are not eligible for return or exchange due to buyer’s remorse or customer-related sizing issues if correctly fulfilled by us.
• Unsuccessful Deliveries Due to Customer Error: This includes providing an incorrect or incomplete shipping address, or failure to be available to receive the package as per carrier attempts and notifications.
• Lost or Stolen Packages (After Confirmed Delivery): If the shipping carrier confirms successful delivery to the address provided with proof of delivery, we are not responsible for packages lost or stolen from the customer’s premises or mailbox. We recommend ensuring a secure delivery location.
• Refusal of Delivery: If you refuse to accept the delivery of your order for reasons not covered under “Eligible Conditions,” you will not be eligible for a refund.
• Normal Wear and Tear: Damage resulting from normal use, misuse, neglect, or accidental damage by the customer after receipt.

4. How to Claim a Refund or Exchange

To initiate a refund or exchange for an item meeting “Eligible Conditions,” please follow these steps:

1. Contact Us Promptly: Email our support team at [email protected] within 30 days of receiving your order.
2. Provide Essential Details: In your email, please include:
   • Your Order Number (found in your confirmation email).
   • A clear and detailed description of the issue.
   • Your preferred resolution (e.g., refund, replacement of the same item).
3. Submit Required Evidence: Clear photographic or video evidence is crucial for us to assess your claim efficiently. Please attach:
   • For Quality Issues/Damage: Clear photos or a short video showing the defect, damage, or print quality issue from multiple angles if necessary.
   • For Incorrect Product: Photos showing the product received, the order confirmation (showing what was ordered), and the shipping label on the package.
   • For Sizing Discrepancy (Our Error): A photo of the size tag on the sneaker received, and a photo of the sneaker being measured with a ruler or measuring tape, clearly showing the discrepancy against our provided size chart.
   • A photo of the Shipping Label on the package may also be requested.

Failure to provide adequate information or evidence may delay or prevent the processing of your claim.

5. Resolution Process

Once we receive your claim and complete evidence:

1. Review: We will carefully review your claim, typically within 3-5 business days.
2. Decision & Communication: We will notify you via email of the approval or rejection of your claim, along with the reasoning.
3. Approved Claims & Resolution:
   • If your claim is approved, we may offer, at our discretion:
     • A full or partial refund to your original method of payment.
     • A replacement of the same item (correcting the error).
   • In many cases of defect or our error, we will send a replacement product without requiring you to return the original item.
   • Return of Item: If a return of the defective or incorrect item is requested by us for inspection, Javasneakers will provide a prepaid shipping label (e.g., a downloadable PDF label) or reimburse you for reasonable, pre-approved return shipping costs. Items must be returned in the condition they were received (unused, apart from inspection revealing the issue).
4. Refund Processing Time: If a refund is approved, it will be processed to your original method of payment within 7 business days after the refund approval (or after we receive and inspect the returned item, if a return was requested). Please note that your bank or payment provider may take additional time to credit your account.

Policy Last Updated: May 13, 2025