Refund Policy
Whale Expansion E-commerce Co., Limited (“we,” “us,” or “our”) is committed to providing you with high-quality NIKE brand-authorized shoes and a satisfactory shopping experience. This Refund Policy outlines the terms and conditions for requesting refunds on purchases made through our website https://lpkuda.com/ (the “Site”). By placing an order on our Site, you agree to comply with this Refund Policy.
1. Eligibility for Refunds
To be eligible for a refund, your purchase must meet the following conditions:
- Timeframe: You must submit a refund request within 30 calendar days from the date you receive the ordered NIKE shoes. Requests made after this period will not be considered, unless otherwise required by applicable law.
- Product Condition: The NIKE shoes must be in their original, unused, and undamaged condition—this includes intact original packaging (e.g., shoe boxes, dust bags), all tags and labels (e.g., NIKE authenticity tags, size labels), and no signs of wear, stains, or alterations (e.g., cut shoelaces, modified insoles). Shoes that have been worn, washed, or damaged by improper use will not qualify for a refund.
- Proof of Purchase: You must provide valid proof of purchase, such as the original order confirmation email, order number, or receipt. We reserve the right to verify the authenticity of your purchase before processing a refund.
- Authenticity: All NIKE shoes sold on our Site are officially authorized and 100% authentic. If you claim the product is counterfeit, you must provide credible evidence (e.g., a verification report from an official NIKE store or authorized inspection agency). We will investigate the claim, and if confirmed, we will process a full refund and cover any reasonable inspection fees.
2. Non-Refundable Items
The following items are not eligible for refunds under any circumstances, unless the product is defective or counterfeit:
- Customized or Personalized Shoes: NIKE shoes that have been customized with personal engravings, color modifications, or other made-to-order features (unless the customization is incorrect or the product is defective).
- Limited-Edition or Exclusive Releases: Limited-run NIKE shoes (e.g., collaboration models, numbered editions) that are explicitly marked as “Final Sale” on the product page at the time of purchase.
- Gift Cards: Our digital or physical gift cards are non-refundable, non-transferable, and cannot be exchanged for cash (except where required by law).
3. Refund Request Process
To request a refund, please follow these steps:
- Submit a Refund Request: Contact our customer support team via email at [email protected] or phone at +852 15959533357. Include your order number, full name, contact information, reason for the refund, and clear photos/videos of the product (showing condition, packaging, and tags) to support your request.
- Review and Approval: Our team will review your request within 3 business days of receipt. We may contact you for additional information if needed. If your request is approved, we will send you a “Refund Authorization” email with detailed instructions for returning the product.
- Return the Product: You must ship the eligible NIKE shoes back to our designated address within 7 calendar days of receiving the Refund Authorization. The return shipping address is: Unit D07, 8/F, Kai Tak Factory Building Phase 2, 99 King Fuk Street, San Po Kong, Hong Kong. You are responsible for the return shipping costs, unless the refund is due to our error (e.g., wrong size shipped, defective product). We recommend using a trackable shipping service and retaining the shipping receipt, as we are not liable for lost or damaged returns.
- Inspection of Returned Product: Once we receive the returned product, our quality control team will inspect it to confirm it meets the refund eligibility criteria. This inspection typically takes 2-3 business days.
- Process the Refund: If the returned product passes inspection, we will process the refund within 5 business days. The refund will be issued to the original payment method used for the purchase (e.g., credit card, PayPal). Please note that the time it takes for the refund to appear in your account depends on your payment provider’s processing times (usually 3-10 business days).
4. Refund Amount
- Full Refund: A full refund of the product purchase price will be issued if:
- The product is defective (e.g., manufacturing flaws, broken parts) upon receipt.
- We shipped the wrong product (e.g., incorrect size, wrong model) or a counterfeit item (as verified by official channels).
- The product is unused, undamaged, and meets all eligibility criteria (as outlined in Section 1).
- Partial Refund: A partial refund may be issued in the following cases:
- The product’s original packaging is damaged (but the shoe itself is unused and undamaged) – the partial refund amount will be determined based on the extent of packaging damage (typically 10%-20% of the product price).
- You return only part of a multi-item order (e.g., one pair of shoes from a two-pair order) – the refund will be equal to the purchase price of the returned item(s), minus any applicable shipping fees.
- No Refund: No refund will be issued if the returned product fails to meet the eligibility criteria (e.g., worn, damaged, missing tags) or if you do not return the product within the specified timeframe.
5. Special Cases
5.1 Defective Products
If you receive a defective NIKE shoe (e.g., loose stitching, faulty zippers, sole separation) within 30 days of delivery, please contact us immediately. We will arrange for a free return and either issue a full refund, send a replacement (if available), or offer store credit (at your choice). You do not need to bear any return shipping costs for defective products.
5.2 Canceled Orders
- Before Shipment: If you wish to cancel an order before it has been shipped, please contact us as soon as possible. We will cancel the order and issue a full refund within 3 business days, provided the order has not entered the fulfillment process.
- After Shipment: Once an order has been shipped, you cannot cancel it. You must follow the refund request process outlined in Section 3 once you receive the product.
5.3 Incorrect Size or Fit
If you ordered the wrong size or the shoe does not fit as expected, you may request a refund (provided the shoe is unused and meets eligibility criteria) or exchange for a different size (if available). For exchanges, please refer to our separate Exchange Policy (if applicable) or contact customer support for assistance.
6. Exclusions and Limitations
- We are not responsible for refunds due to:
- Normal wear and tear of the product after use.
- Damage caused by improper care, storage, or use (e.g., using casual shoes for sports activities, exposure to harsh chemicals).
- Changes in your personal preferences (e.g., “I no longer like the color”) after purchase.
- We reserve the right to reject refund requests that are fraudulent, incomplete, or do not comply with this Refund Policy.
7. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or industry standards. When we make material changes, we will notify you by posting the updated policy on our Site and updating the “Last updated” date at the top. We encourage you to review this policy periodically before making a purchase.
8. Contact Us
If you have any questions, concerns, or need assistance with a refund request, please contact our customer support team:
- Address: Unit D07, 8/F, Kai Tak Factory Building Phase 2, 99 King Fuk Street, San Po Kong, Hong Kong
- Email: [email protected]
- Phone: +852 15959533357
We aim to resolve all refund-related inquiries promptly and fairly to ensure your satisfaction.