At Feetvasel, we prioritize a transparent and structured process for managing returns and refunds. Our policies are designed to comply with the Sale of Goods Ordinance (Cap. 26) of Hong Kong, ensuring that consumers receive products that are of merchantable quality and fit for their intended purpose.

As we operate exclusively within Hong Kong, all transactions and disputes are governed by the laws of the Hong Kong Special Administrative Region.

Q: What is The Timeframe for Returns?

We provide a 30-day window for returns, which begins the moment the package is delivered to your doorstep. This duration allows sufficient time to inspect the physical condition of your purchase. Because we facilitate our business through a Cash on Delivery (COD) model, the delivery date recorded by our logistics partner serves as the official start date for this period.

Q: Under What Conditions Can I Return an Item?

In alignment with local trade regulations and to maintain a sustainable operational model, we accept returns only under specific circumstances:

• Damaged Goods: If the footwear arrives with physical defects or structural damage.
• Incorrect Items: If the product delivered does not match the size, color, or model specified in your order confirmation.

Change of Mind: Please be aware that we do not entertain returns, exchanges, or refund requests due to a change of mind, personal preference shifts, or if the style is no longer desired after purchase. We encourage all individuals to review their selections thoroughly before confirming an order. By finalizing your purchase, you acknowledge that you are sure about the item selected.

Q: How do I initiate a return?

If you receive a product that is damaged or incorrect, the process is straightforward:

• Step 1: Send an email to [email protected] within the 30-day window.
• Step 2: Provide your order details and a brief description of the issue.
• Step 3: Our team will coordinate a pickup from your address. We handle all logistics and transport costs for eligible returns; there are no hidden fees or shipping charges for this service.

Q: How Does the Inspection and Refund Process Work?

Once the returned item reaches our facility, we perform a detailed inspection within 24 hours. This step ensures the item is in the condition reported and qualifies for a resolution.

• Replacement: Our primary goal is to provide you with the correct, functional item. We will arrange a replacement to be delivered to you promptly.
• Refund Initiation: If a replacement is unavailable or if the damage is beyond a reasonable fix, we will issue a full refund.
• Bank Details: Since we operate via COD, we do not possess your banking information. We will contact you via email to request the necessary details for a bank transfer.
• Processing Time: Once we receive your details and initiate the transfer, it typically takes 5 to 6 business days for the funds to reflect in your account. This timeline depends on the processing speeds of your specific banking provider.

Q: Are There Any Restocking Fees?

We believe in a fair exchange. Therefore, Feetvasel does not charge any restocking fees for items that are returned due to damage or shipping errors. The amount refunded will be the total price paid at the time of delivery.

Q: How can I reach support?

Our support staff is ready to assist with any queries regarding your return status.

• Hours: Monday to Friday, 9:00 AM to 4:00 PM HKT.
• Email: [email protected]

We remain committed to professional service and legal compliance, ensuring your rights under the PDPO and the Sale of Goods Ordinance are respected at every stage.