1. Policy Overview

• Cancellation request period: You must notify us within 14 calendar days after receiving your order.
• Return dispatch period: After notifying us of your cancellation, you must send the eligible product back within 14 calendar days.
• Refund processing time: Eligible refunds are normally processed within 7 business days after we receive and inspect the returned product, or after you provide acceptable evidence that it has been returned, where applicable.
• Return method: Returns must be sent by post to the return address provided or approved by our customer service team.
• Product condition: Products must be returned in a condition consistent with reasonable inspection, together with their original packaging, accessories, labels, and included components wherever possible.

2. Your 14-Day Right to Cancel

When you purchase a product online from Sneakers Villa, you may normally cancel your order without providing a reason by notifying us within 14 calendar days after the day on which you receive the product.

If one order is delivered in multiple parcels or on different dates, the cancellation period normally begins on the day after you receive the final parcel or final product included in that order.

To exercise your right to cancel, you must send us a clear statement confirming that you wish to cancel the purchase. You may contact us by email or telephone using the details at the end of this policy.

Your cancellation request should include:

• Your full name
• Your order number
• The email address used to place the order
• The product or products you wish to return
• The date on which the order was received
• The reason for the return, where you wish to provide one

You do not need to provide a reason when exercising a valid statutory cancellation right. However, providing a reason may help us improve our products and customer service.

3. Returning Products After Cancellation

After informing us that you wish to cancel your order, you must return the eligible product without unnecessary delay and no later than 14 calendar days after the date on which you notified us of your cancellation.

Before sending a product back, please contact our customer service team for return instructions and confirmation of the correct return destination.

Products returned without contacting us first may be delayed, sent to the wrong location, or become difficult to identify. This could delay the inspection and refund process.

4. Return Eligibility

To help us process your return efficiently, the product should:

• Be returned within the applicable return period
• Be the same product originally supplied by Sneakers Villa
• Be returned with all original parts, accessories, and components
• Include the original packaging wherever reasonably possible
• Include any labels, tags, instruction cards, dust bags, straps, or promotional items supplied with the product
• Be securely packaged to prevent damage during return transport
• Not show damage caused by misuse, neglect, improper storage, or unauthorised alteration

Customers may handle and inspect a product only to the extent reasonably necessary to establish its nature, characteristics, fit, appearance, and basic functionality, in a way similar to how the product could reasonably be examined in a physical shop.

5. Product Condition and Diminished Value

You may be responsible for any reduction in the value of a returned product where it has been handled beyond what is reasonably necessary to inspect it.

Examples of excessive handling or customer-caused damage may include:

• Using the product for travel, work, sport, or daily activities
• Placing personal belongings inside and using the product outside
• Removing or damaging attached labels unnecessarily
• Causing stains, scratches, marks, odours, tears, or discolouration
• Exposing the product to smoke, liquids, chemicals, pets, or excessive moisture
• Washing, repairing, modifying, or customising the product
• Returning the product with missing accessories or components
• Damaging the product through unsuitable return packaging

Where permitted by law, we may reduce the refund to reflect a genuine loss in product value caused by handling beyond what was reasonably necessary.

Any deduction will be assessed fairly and will not affect your statutory rights where the product is faulty, damaged on arrival, misdescribed, or otherwise does not conform to the contract.

6. Products That Cannot Normally Be Returned

Certain products may be excluded from change-of-mind cancellation rights where an exclusion is permitted by law. This may include:

• Products made to the customer’s specifications
• Clearly personalised or customised products
• Products that deteriorate or expire rapidly
• Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed
• Products that have been inseparably mixed with other items after delivery
• Gift cards or digital products where applicable and legally excluded

An exclusion from change-of-mind returns does not remove your statutory rights if the product is faulty, damaged, incorrectly supplied, not as described, or unfit for its intended purpose.

7. Faulty, Damaged, or Defective Products

Please inspect your order as soon as possible after delivery. If a product arrives damaged, defective, faulty, or materially different from its description, contact us promptly.

When reporting a problem, please provide:

• Your full name and order number
• A clear description of the issue
• Photographs of the complete product
• Close-up photographs showing the fault or damage
• Photographs of the external and internal packaging
• A photograph of the shipping label
• Any other information reasonably required to assess the issue

Photographs and supporting information allow us to assess the issue more quickly. We may ask you not to use the product while the matter is being reviewed.

Depending on the circumstances and your statutory rights, an appropriate solution may include:

• A repair
• A replacement
• A price reduction
• A partial refund
• A full refund

Where a product is confirmed to be faulty, damaged on arrival, incorrectly supplied, or not as described, Sneakers Villa will cover reasonable return costs or provide an appropriate return method.

8. Incorrect Products

If you receive a product that is different from the product shown in your order confirmation, please contact us promptly and do not use it.

Send us photographs of the product received, its packaging, product label, and shipping label. Once the error has been verified, we will provide appropriate return instructions and arrange a replacement or refund.

Sneakers Villa will cover reasonable return shipping costs where the incorrect product was supplied because of an error by us or our fulfilment partner.

9. Missing Products or Components

If an item, strap, accessory, or other included component is missing, please check whether your order was divided into multiple parcels. Different parcels may arrive separately and may have different tracking numbers.

If the missing item is not part of a separate shipment, contact us with your order number and photographs of:

• Everything received in the parcel
• The external packaging
• The internal packaging
• The shipping label
• Any packing slip included with the order

We will review the shipment details and provide an appropriate resolution after completing the necessary checks.

10. Change-of-Mind Return Costs

Unless stated otherwise, customers are responsible for the direct cost of returning a product when the return is based solely on a change of mind, personal preference, ordering the wrong product, or deciding that the product is no longer required.

We recommend using a reliable, trackable postal service. Customers should keep the return receipt, tracking number, and proof of postage until the return and refund have been completed.

Sneakers Villa is not responsible for a change-of-mind return that is lost or damaged before it reaches the approved return destination.

11. Return Costs for Faulty or Incorrect Products

Where a product is confirmed to be faulty, damaged upon delivery, incorrectly supplied, or not as described, Sneakers Villa will cover reasonable return delivery costs or provide an approved return label or return method.

Customers should not arrange an unusually expensive return service without obtaining our prior approval. We may reimburse only the reasonable cost of an appropriate standard tracked return service.

12. How to Package a Return

Returned products must be packed securely and responsibly. Where available, please use the original protective packaging.

Before sending your return:

• Remove personal belongings from all pockets and compartments
• Include all supplied straps, accessories, and components
• Place the product in suitable protective packaging
• Seal the parcel securely
• Remove or cover old shipping labels
• Attach the correct return label clearly
• Include the requested return information inside the parcel

Damage caused by insufficient or unsuitable return packaging may affect the refund where permitted by law.

13. Proof of Return

Customers should retain proof that the return has been sent. Acceptable proof may include:

• A postal receipt
• A courier collection confirmation
• A valid tracking number
• An online carrier confirmation showing the parcel was accepted

Proof of postage should clearly show the date on which the parcel was sent and, where possible, the destination or tracking reference.

14. Return Inspection

After receiving a returned product, our team will inspect it to confirm:

• The returned product matches the original order
• All relevant components and accessories are included
• The stated reason for the return is accurate
• The product has not been damaged through misuse or neglect
• The product has not been excessively handled
• The return meets the applicable policy and legal requirements

We will notify you if we require additional information or if a refund adjustment is proposed because the product has lost value through excessive handling.

15. Refund Processing Time

Once an eligible return has been received and reviewed, Sneakers Villa will normally process the refund within 7 business days.

For change-of-mind cancellations, we may withhold the refund until:

• We receive the returned product; or
• You provide acceptable evidence that the product has been sent back, where applicable.

Business days are Monday to Friday and exclude Saturdays, Sundays, UK bank holidays, and public holidays.

The 7-business-day period refers to the time required for Sneakers Villa to approve and issue the refund. After we issue it, your bank, card provider, payment processor, or financial institution may require additional time to display the funds in your account.

16. Refund Method

Refunds will normally be issued to the same payment method used for the original transaction unless another method has been expressly agreed and is legally permitted.

Depending on how the order was paid, a refund may be returned to:

• The original debit card
• The original credit card
• The original digital wallet
• The original Shopify-supported payment method
• Another agreed payment method where necessary and lawful

We cannot normally send a refund to a different person, bank account, or payment card for security and fraud-prevention reasons.

17. Original Delivery Charges

When a customer validly cancels an entire online order within the applicable cancellation period, the refund will include the price paid for the eligible products and the cost of the least expensive standard delivery option offered for that order, where required by law.

If the customer selected an enhanced, express, premium, timed, or more expensive delivery service, any amount above the cost of the standard delivery option may not be refundable.

If only part of an order is returned, the original delivery charge may not be refunded where that charge would have been payable for the products the customer keeps.

18. Return Shipping Charges

Change-of-mind return shipping costs are normally the customer’s responsibility unless Sneakers Villa has expressly agreed otherwise.

Return shipping costs will be covered or reimbursed where the product is confirmed to be faulty, damaged on arrival, incorrectly supplied, or materially different from its description.

Original shipping charges and return shipping charges are treated separately. The refund of an eligible standard outbound delivery charge does not automatically mean that the cost of sending a change-of-mind return back will also be refunded.

19. Partial Refunds

Where permitted by law, a partial refund may be issued where:

• The product has been excessively handled
• The returned product has lost value because of customer use
• Accessories or included components are missing
• The product was damaged after delivery through misuse or neglect
• Only part of a multi-product order is returned
• A proportionate price reduction is an appropriate remedy

We will explain the reason for any proposed deduction or partial refund.

20. Exchanges

Exchanges may be offered where a product is faulty, damaged, incorrect, or where another suitable product is available. Exchange availability is not guaranteed and depends on current stock.

Where a customer simply prefers another colour, design, or product, we may ask the customer to return the original product for a refund and place a new order separately.

This approach helps ensure that the replacement product is available and that both transactions are correctly recorded.

21. Promotional and Discounted Products

Products purchased during a promotion, sale, discount campaign, or with a promotional code may still be returned where eligible.

The refund will be based on the amount actually paid for the returned product after discounts were applied.

Where a discount depended on purchasing multiple products or reaching a minimum order value, returning part of the order may affect the promotion. Any refund adjustment will be calculated fairly and in accordance with applicable law.

22. Bundles and Promotional Gifts

If a product was purchased as part of a bundle, the entire bundle may need to be returned to receive a full refund.

Any complimentary product, promotional gift, accessory, or free item supplied as part of the purchase should also be returned.

If a promotional item is not returned, its reasonable value may be deducted from the refund where permitted by law and where the promotional terms made this requirement clear.

23. Cancelled Orders Before Dispatch

If you wish to cancel an order before dispatch, contact us as soon as possible.

We will try to stop the order before it leaves our fulfilment process, but cancellation cannot be guaranteed once packing or dispatch preparation has begun.

If the order has already been dispatched, you may need to receive it and follow the return procedure described in this policy.

24. Refused and Uncollected Deliveries

Refusing a parcel or failing to collect it from a carrier does not automatically complete a valid return or cancellation.

Customers should contact us directly to communicate their cancellation and receive appropriate instructions.

If a parcel is returned because the customer entered an incorrect address, refused delivery without contacting us, or failed to collect it, reasonable additional shipping or return costs may be deducted where permitted by law.

25. Returns Sent to an Incorrect Address

Do not send a return to our business address unless our customer service team confirms that it is the correct return destination.

Our business contact address may not always be the same as the operational returns facility. The correct return instructions will be provided after your return request has been reviewed.

Sneakers Villa is not responsible for delays or loss caused by sending a return to an unauthorised or incorrect address.

26. Unauthorised Returns

A return sent without sufficient identifying information may be delayed. Always include your order number, full name, and the requested return details.

Receipt of an unauthorised return does not automatically mean that it qualifies for a refund. The product will still be assessed under this policy and applicable law.

27. Chargebacks and Payment Disputes

If you have a concern regarding an order, please contact Sneakers Villa first so that we can investigate and provide an appropriate resolution.

Opening a payment dispute while a return or delivery investigation is active may delay the resolution. Nothing in this section prevents you from exercising any lawful rights through your card issuer or payment provider.

28. Refund Delays

If we confirm that a refund has been issued but it has not appeared in your account, please:

• Check the original payment account
• Contact your bank or card issuer
• Allow the payment provider’s normal processing period
• Contact us with your order details if the refund remains unavailable

Banking and payment-processing times are controlled by the relevant financial institution and may be outside the control of Sneakers Villa.

29. Statutory Rights for Faulty Goods

The 14-day change-of-mind period is separate from your legal rights concerning products that are faulty, not of satisfactory quality, not fit for purpose, or not as described.

Depending on the circumstances and the time that has passed since delivery, you may have rights to reject the product, request a repair or replacement, receive a price reduction, or receive a refund.

Nothing in this policy limits or replaces those statutory rights.

30. Abuse of the Return Process

We reserve the right to investigate unusual return activity, including repeated returns of excessively used products, fraudulent damage claims, returning a different product, or attempting to return counterfeit or substituted goods.

We may refuse fraudulent claims, suspend an account, or take appropriate legal action where there is reasonable evidence of abuse. This does not affect legitimate consumer rights.

31. Changes to This Policy

Sneakers Villa may update this Return and Refund Policy to reflect changes to our products, fulfilment processes, payment services, customer support procedures, or applicable legal requirements.

The latest version will be published on our website. The policy applicable to your order will normally be the version in effect when the order was placed, subject to any mandatory legal rights.

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