1. Scope of This Policy

This Return and Refund Policy applies to eligible products purchased directly through the Perfect Kicks website.

It does not apply to goods purchased from an independent retailer, marketplace seller or other third party. Returns for those purchases must be handled through the seller from whom the product was purchased.

This policy should be read together with our Shipping Policy, Privacy Policy, Payment Policy and Terms of Service.

2. Fourteen-Day Online Cancellation Right

Customers purchasing eligible goods through our website may cancel their order without giving a reason within 14 calendar days after the day on which the goods are received.

Where an order contains several products delivered separately, the cancellation period normally begins after the final product is delivered.

The cancellation right applies separately from rights relating to faulty, damaged, incorrect or misdescribed goods.

How to notify us

To exercise the cancellation right, contact Perfect Kicks before the 14-day period expires and provide a clear statement confirming that you wish to cancel the order.

Your request should include:

• Your full name
• Your order number
• The email address used for the order
• The product or products you wish to return
• The date the order was delivered

You may contact us by email or telephone using the details shown at the end of this policy.

3. Returning Goods After Cancellation

After notifying us that you wish to cancel, you must return the goods without unnecessary delay and no later than 14 calendar days after the date on which you informed us of your cancellation.

Contact us before sending any product so that we can provide the correct return instructions and confirm the appropriate destination.

4. Condition of Returned Products

Customers may inspect a product in the same way they would reasonably inspect it in a physical shop.

Returned goods should be:

• Complete and in their original condition
• Unused beyond reasonable inspection
• Unworn outdoors
• Free from dirt, stains, marks and scratches
• Free from smoke, perfume, body odour or other strong smells
• Returned with all original tags attached where possible
• Returned with all straps, accessories, inserts and components
• Placed in the original product packaging where reasonably possible
• Securely packaged to prevent damage during return transit

Trying on footwear indoors on a clean surface is normally considered reasonable inspection. Wearing footwear outdoors, creasing it through extended use or marking the outsole may reduce its value.

Bags may be opened and reasonably inspected. However, prolonged use, overloading, staining, scratching or removing essential parts may be treated as handling beyond what is reasonably necessary.

5. Reduced Value Caused by Excessive Handling

Where legally permitted, Perfect Kicks may reduce a refund to reflect any loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and function of the product.

A deduction may be considered where:

• The item shows clear signs of wear or extended use
• Footwear has been worn outside
• The product has stains, dirt, scratches or odours
• Packaging has been unnecessarily damaged
• Tags, straps, accessories or parts are missing
• The product has been altered, washed or repaired
• The item was damaged because it was inadequately packaged for return

Any lawful deduction will be assessed reasonably and explained to the customer.

6. How to Request a Return

1. Contact us at info@perfectkicks.co.uk before sending the product.
2. Provide your name, order number and details of the product being returned.
3. For damaged, faulty or incorrect items, attach clear photographs of the product, packaging and shipping label.
4. Wait for our return instructions and the confirmed return location.
5. Repackage the product securely with all supplied accessories and components.
6. Send the return using an appropriate postal or courier service.
7. Retain your proof of postage and tracking information until the matter is fully resolved.

Products sent without an order number or enough information to identify the customer may take longer to process.

7. Return Shipping Costs

Where the customer is responsible for return shipping, we recommend a tracked service suitable for the value and size of the product.

Perfect Kicks is not responsible for customer-arranged return parcels that are lost or damaged before reaching the designated return location.

Where Perfect Kicks is responsible for reasonable return costs, the return method should be agreed with us in advance. Premium or express services may not be reimbursed unless specifically authorised.

8. Size Exchanges

Customers may request a size exchange within 14 calendar days of delivery.

A size exchange is subject to the following conditions:

• The item must be in eligible return condition
• Footwear must not have been worn outdoors
• All original tags and components should be included
• The requested replacement size must be available
• The returned item must pass inspection

Customer-selected size

Where the customer selected the size and later requests another size, the customer will normally be responsible for the direct return cost and any stated replacement delivery cost.

Incorrect size sent by Perfect Kicks

If we supplied a different size from the one confirmed in the order, we will arrange an appropriate replacement without charging reasonable return or replacement delivery costs.

Replacement size unavailable

If the requested size is unavailable, we may offer:

• Another available size
• An alternative product, with your agreement
• A refund where appropriate

9. Faulty, Damaged, Incorrect or Misdescribed Goods

Please inspect your order promptly after delivery. Contact us as soon as reasonably possible if:

• The parcel or product arrived damaged
• The product has a manufacturing fault
• The wrong item, colour or size was delivered
• A component or accessory is missing
• The product is materially different from its description
• The goods are not of satisfactory quality
• The product is not fit for its ordinary or agreed purpose

Please provide:

• Your order number
• A description of the problem
• Clear photographs or video showing the issue
• A photograph of the shipping label
• Photographs of the outer packaging if transit damage occurred

Do not discard the product, original packaging or shipping label while the matter is under review.

10. Remedies for Faulty Goods

Products sold by Perfect Kicks must meet applicable legal standards, including being of satisfactory quality, fit for purpose and as described.

Depending on the circumstances and the applicable legal remedy, we may offer:

• A replacement
• A repair
• A full refund
• A partial refund or price reduction
• Another remedy required by applicable consumer law

The appropriate resolution may depend on when the issue was reported, the nature of the fault, whether repair or replacement is possible and the customer’s statutory rights.

11. Damage Not Considered a Manufacturing Fault

A product will not normally be considered faulty where damage or deterioration results from:

• Normal wear and tear
• Accidental damage after delivery
• Misuse, neglect or improper handling
• Incorrect cleaning or maintenance
• Overloading a bag beyond a reasonable capacity
• Exposure to sharp objects, excessive heat or harmful chemicals
• Unauthorised modification or repair
• Failure to follow care instructions
• Natural fading or ageing caused by regular use

We may inspect the product or request supporting photographs to distinguish a manufacturing fault from customer-caused damage.

12. Products Excluded From the Standard Cancellation Right

Certain categories may be excluded from the standard online cancellation right where permitted by law, including:

• Products made to the customer’s specifications
• Clearly personalised products
• Sealed goods unsuitable for return for health or hygiene reasons once unsealed
• Products that become inseparably mixed with other goods after delivery
• Other products legally excluded from cancellation rights

Any applicable exclusion will be communicated clearly where relevant. These exclusions do not remove rights relating to faulty, damaged or misdescribed goods.

13. Return Inspection

After a return reaches the designated location, it will be inspected to confirm:

• The returned product matches the original order
• The reason for the return
• The product’s condition
• Whether all supplied parts and accessories are present
• Whether there are signs of wear, damage or alteration
• Whether an exchange or refund is appropriate

We will contact the customer if more information is required or if the condition of the returned product affects the proposed resolution.

14. Refund Processing Time

Once an eligible return has been received, inspected and approved, Perfect Kicks aims to process the refund within 7 business days.

This seven-business-day period is our normal internal processing target. In every case, refunds will be made within any maximum period required by applicable United Kingdom consumer law.

For a cancelled online order involving returned goods, we may withhold the refund until:

• We have received the returned goods; or
• The customer supplies satisfactory evidence that the goods have been sent back,

whichever occurs first.

Refunds will ordinarily be issued to the original payment method used for the purchase. We cannot normally issue a refund to a different card, account or payment method.

15. Original Delivery Charges

Where a customer validly cancels an entire eligible online order, Perfect Kicks will refund the cost of the least expensive standard delivery option offered for that order, where required by law.

Where the customer selected express, priority or another enhanced delivery option, any amount exceeding the cost of standard delivery may not be refundable.

Original delivery charges are not normally refunded for:

• A partial return where the remaining order was delivered correctly
• A customer-requested size exchange
• A voluntary arrangement outside the cancellation period

This does not affect refunds of reasonable delivery costs where the goods were faulty, damaged, incorrect or misdescribed.

16. Partial Refunds and Lawful Deductions

A partial refund may be appropriate where:

• The customer agrees to keep a product with a minor issue
• A lawful price reduction is an appropriate remedy
• The product’s value has been reduced by excessive handling
• Parts or accessories are missing
• A promotion must be recalculated after part of an order is returned

Any deduction or partial refund will be assessed fairly and explained before or when the refund is processed.

17. Exchanges

Exchanges may be offered for:

• An eligible size change
• An incorrect product supplied by Perfect Kicks
• A damaged or faulty product where replacement is appropriate

Exchanges are subject to stock availability. A replacement product cannot be guaranteed until the returned item has been received or the exchange has otherwise been authorised.

If the replacement costs more than the original product, the customer may be asked to pay the difference. If it costs less, an eligible difference will be refunded.

18. Sale and Promotional Products

Sale and promotional products are subject to the same mandatory consumer rights as full-price products.

An approved refund will be based on the amount actually paid after any discount, voucher or promotion.

Where a discount depended on buying several products, returning part of the order may require the promotion to be recalculated.

19. Bundles and Multi-Item Offers

Where products were sold together as a bundle, set or multi-buy offer, the customer may be required to return all included products to receive a full bundle refund.

If only part of a bundle is returned, the refund may be recalculated based on the price that would have applied to the products retained.

20. Gifts

Refunds for gifts will normally be issued to the original purchaser and the original payment method.

A gift recipient seeking an exchange should provide the order number or acceptable proof of purchase. We may need to contact the purchaser to verify the transaction.

21. Cancelling an Order Before Dispatch

Contact us as soon as possible if you wish to cancel an order before it has been dispatched.

We will make reasonable efforts to stop the order, but cancellation cannot be guaranteed once processing, packing or carrier collection has begun.

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

22. Refused and Uncollected Deliveries

Refusing a parcel or failing to collect it does not automatically complete a cancellation request.

Customers should notify Perfect Kicks directly when they wish to cancel or return an order.

If a parcel is returned because:

• The address was incorrect or incomplete
• The recipient refused delivery
• The parcel was not collected
• Repeated delivery attempts were unsuccessful

we will review the matter after the parcel is received. Additional delivery costs may apply where the failed delivery resulted from inaccurate customer information or failure to follow carrier instructions.

23. Lost Return Parcels

Customers arranging their own return should use a tracked service and retain proof of postage.

If a return does not arrive, we may request:

• The return tracking number
• Proof of postage
• The carrier’s delivery record
• Evidence showing the return destination

A refund may be delayed where we have neither received the goods nor received satisfactory evidence that they were sent to the correct return destination.

24. Late or Missing Refunds

If we confirm that a refund has been issued but it is not visible in your account:

1. Check the original payment account.
2. Contact your card issuer or payment provider.
3. Ask your bank whether a pending refund is being processed.
4. Contact Perfect Kicks if the payment provider confirms that no refund has been received.

25. Incorrect Refund Amount

Contact us promptly if you believe the refund amount is incorrect.

Please include:

• Your order number
• The returned product details
• The amount you expected
• The amount received
• Any relevant delivery or return receipts

We will review the order, returned products, delivery charges, discounts and any lawful deductions.

26. Fraudulent or Abusive Return Activity

Perfect Kicks may investigate activity that reasonably appears fraudulent or abusive, including:

• Returning a different product from the one purchased
• Removing or substituting product components
• Submitting altered or misleading evidence
• Making repeated unsupported damage claims
• Using a product extensively before attempting to return it

This does not affect customers who make genuine claims or properly exercise their statutory rights.

27. Customer Responsibilities

Customers are responsible for:

• Providing accurate order and contact details
• Contacting us within the applicable timeframe
• Following the return instructions provided
• Packaging returned goods securely
• Keeping proof of postage where they arrange the return
• Providing reasonable evidence for damage or fault claims
• Returning all included parts and accessories

28. Your Statutory Consumer Rights

Under applicable United Kingdom consumer law, goods must be of satisfactory quality, fit for purpose and as described.

Customers may have remedies that extend beyond the timeframes or procedures stated in this policy where goods do not meet those legal requirements.

Nothing in this policy is intended to exclude, limit or replace any right or remedy that cannot legally be excluded.

29. Policy Amendments

Perfect Kicks may update this Return and Refund Policy to reflect changes in our products, fulfilment processes, return arrangements or applicable legal requirements.

The latest version will be published on our website. Mandatory statutory rights will continue to apply regardless of any policy update.