Returns & Refunds Policy

This Returns & Refunds Policy explains how returns, cancellations, exchanges, refunds, damaged items, incorrect orders, and other post-purchase issues are handled by Elite Sneakers.

1. Our Returns Commitment

At Elite Sneakers, we want customers to feel confident when shopping with us. If you are not satisfied with your purchase, you may request a return within 14 days of receiving your order, subject to the conditions described in this policy.

This policy is designed to provide a clear and straightforward process while helping us ensure that returned products are received in appropriate condition.

2. 14-Day Return Period

You may request a return within 14 calendar days from the date your order is delivered to you.

The return request should be submitted within this 14-day period. Requests received after the return window may not be accepted unless required by applicable consumer law.

We recommend contacting us as soon as possible if you believe you may need to return an item.

3. Return Eligibility

To qualify for a standard return, the product should generally be:

• Unused
• Unworn
• Clean
• Undamaged
• In its original condition
• Returned with original packaging where reasonably possible
• Returned with any accessories, straps, tags, or components supplied with the product

Products that show significant signs of use, misuse, modification, staining, damage, or improper handling may not qualify for a full refund.

4. Items That May Not Be Eligible for Return

We may refuse or reduce a refund where an item has been returned in a condition that is materially different from the condition in which it was supplied, except where required by law.

Examples may include:

• Items that have been heavily used
• Items with stains, odours, dirt, or visible wear
• Items damaged after delivery
• Items altered or modified by the customer
• Items missing important components or accessories
• Items returned outside the permitted return period

5. How to Start a Return

To request a return, contact Elite Sneakers by email at:

info@elitesneakers.co.uk

Please include the following information:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Photos where the item is damaged, defective, or incorrect

Once your request is reviewed, we will provide appropriate return instructions.

6. Return Shipping

Return shipping arrangements will depend on the reason for the return and the circumstances of the order.

If the return is due to a damaged, defective, or incorrect product supplied by us, we will review the matter and advise you of the appropriate return procedure.

For other returns, the customer may be responsible for returning the product safely to the address or return location provided by our customer service team, unless otherwise stated or required by applicable law.

We recommend using a trackable shipping service when returning items so that proof of postage or delivery is available.

7. Packaging Returned Items

Returned items should be packed securely to help prevent damage during transit.

Where possible, use the original packaging or another suitable protective package. Please ensure that straps, accessories, and other loose components are secured.

8. Inspection of Returned Items

Once a returned item is received, our team may inspect it before approving the refund.

The inspection may confirm:

• The returned product matches the original order
• The item is in acceptable condition
• The required accessories or components are included
• The return request falls within the applicable return period

If additional information is required, we may contact you before completing the refund.

9. Refund Approval

After the returned product has been received and inspected, we will determine whether the refund is approved.

If approved, the refund will normally be issued to the same payment method used to place the original order.

10. Refund Processing Time

Approved refunds are generally processed within 7 business days after the return has been received, inspected, and approved.

The 7-business-day period refers to our internal refund processing timeframe.

After we issue the refund, your bank, card provider, PayPal provider, or other payment service may require additional time to show the funds in your account.

11. Refund Method

Refunds will normally be returned to the original payment method used when the order was placed.

We generally cannot send a refund to a different card, bank account, or payment method unless required due to technical or payment-provider limitations.

12. Original Shipping Costs

Because Elite Sneakers currently offers free standard shipping throughout the UK, there is normally no standard outbound delivery charge to refund.

If a special paid delivery service is offered in the future, the refund treatment of that service will depend on the circumstances and applicable consumer rights.

13. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

Include:

• Your order number
• A description of the damage
• Clear photos of the damaged product
• Photos of the packaging where relevant

We will review the issue and determine the appropriate resolution, which may include a replacement, return, refund, or another suitable remedy.

14. Defective Products

If you believe your product has a manufacturing defect, contact us with details and photos where possible.

We may ask for additional information so that the issue can be properly assessed.

If the product is confirmed to be defective, we will provide an appropriate resolution in accordance with applicable law.

15. Incorrect Products

If you receive a product that is different from the item you ordered, please contact us promptly.

Do not intentionally use the incorrect product before contacting us, as this may complicate the return process.

We will review the order and provide instructions for resolving the issue.

16. Missing Items

If an order arrives with an item missing, contact us with your order number and details of the missing product.

We may review shipment records and packaging information before determining the appropriate solution.

17. Exchanges

If you would like a different product, style, or colour, please contact us to confirm whether an exchange is available.

Depending on stock availability and the circumstances, we may ask you to return the original item and place a new order rather than processing a direct exchange.

Availability of replacement products cannot be guaranteed until the exchange or replacement is confirmed.

18. Order Cancellations

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

We will try to cancel the order where it has not already entered fulfilment or been dispatched.

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

19. Refused Deliveries

If a parcel is refused at delivery and returned to us, we may need to wait until the parcel has been returned and inspected before a refund can be considered.

Additional issues may arise where the parcel is refused due to incorrect delivery information or other circumstances outside our control.

20. Returns Sent Without Authorisation

Please contact us before returning an item.

Returns sent without sufficient order information or without prior contact may take longer to identify and process.

21. Partial Refunds

In certain circumstances, a partial refund may be considered where an item has been returned in a condition that shows use, damage, missing components, or other reduction in value, to the extent permitted by applicable law.

Any reduction will depend on the condition of the returned product and the circumstances of the return.

22. Late or Missing Refunds

If you have been informed that a refund has been issued but you have not yet received it, please first allow sufficient time for your bank or payment provider to process the transaction.

You may also wish to contact your bank or card issuer because refunds can sometimes take additional time to appear.

If the refund still does not appear after a reasonable period, contact us at:

info@elitesneakers.co.uk

23. Promotional or Discounted Items

Products purchased using promotional discounts or discount codes are generally subject to the same return conditions unless the promotion clearly states otherwise.

Refunds will normally reflect the actual amount paid for the product after the applicable discount.

24. Sale Items

Sale items may be returned within the applicable return period where eligible, unless clearly marked otherwise and subject to applicable consumer law.

Any refund will normally be based on the amount actually paid at checkout.

25. Gifts

Where an item was purchased as a gift, refunds are generally returned to the original payment method used by the purchaser.

Please contact us if you have questions about a gift order.

26. Proof of Purchase

We may ask for proof of purchase when processing a return or refund.

Suitable proof may include:

• Order confirmation email
• Order number
• Payment confirmation
• Other information that helps us identify the purchase

27. Customer Responsibility

Customers should take reasonable care of products while they are considering whether to keep or return them.

Products should not be used beyond what is reasonably necessary to inspect their nature, characteristics, and functionality before deciding whether to return them.

28. Refunds for Orders Paid With Multiple Methods

If an order was paid using more than one payment method, gift balance, voucher, or other combination, refunds may be issued according to the original allocation of payment where possible.

29. Chargebacks and Payment Disputes

If you have an issue with an order, we encourage you to contact us before starting a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter directly.

This does not affect any rights you may have with your payment provider.

30. UK Consumer Rights

Nothing in this Returns & Refunds Policy is intended to remove or restrict rights available to consumers under applicable UK law.

Where statutory rights provide greater protection than this policy, those statutory rights apply.

31. Changes to This Policy

Elite Sneakers may update this Returns & Refunds Policy from time to time to reflect changes to our business operations, processes, or applicable requirements.

The latest version published on our website will apply to future orders unless otherwise required by law.

32. Contact Us About a Return or Refund

If you have questions about a return, refund, damaged product, incorrect item, exchange, or cancellation, please contact our customer support team using the details below.