Refund policy
Returns & Refunds Policy
We want you to be happy with your purchase. Please read the information below carefully, as our policy differs depending on whether an item is new or reworked/pre-owned.
New & Deadstock Items
Under UK consumer law, you have the right to return new or deadstock items within 14 days of receiving your order.
To be eligible for a return:
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Items must be unworn, unused, and in their original condition
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All original tags, packaging, and labels must be intact
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Footwear must be returned unworn and in the original box
Once we receive and inspect the item, a refund will be issued to your original payment method within 14 days.
Reworked & Pre-Owned Items
All reworked and pre-owned items are clearly labelled as such.
Due to the one-of-a-kind nature of reworked garments and the use of pre-owned materials, we do not accept returns or exchanges for these items unless they are faulty or not as described.
This does not affect your statutory rights.
Faulty or Incorrect Items
If an item arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery with your order number and clear photographs.
If the issue is confirmed, we will offer a full refund or a replacement where available.
Return Shipping
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Customers are responsible for return shipping costs unless the item is faulty or incorrect
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Original shipping charges are non-refundable
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We recommend using a tracked service, as we cannot be responsible for items lost in transit
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns on:
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Worn items
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Items showing signs of use beyond inspection
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Accessories such as socks or underwear
Contact
For all return enquiries, please contact us at:
matt@sneakerdoctor.co.uk
