At VandaStride, we are committed to providing a transparent and professional shopping experience for our customers in Hong Kong. This policy outlines our procedures for returns, replacements, and refunds.
We operate with high standards of integrity to ensure your footwear orders are handled efficiently from the moment they leave our facility until they reach your doorstep.
Core Principles of Our Policy
Our return and refund framework is designed to align with the laws of the Hong Kong Special Administrative Region and follow the guidelines set by the Personal Data (Privacy) Ordinance (PDPO) regarding the collection of your information for processing returns.
We operate exclusively within Hong Kong, ensuring that our logistics and support are focused on the local community.
Eligibility for Returns
VandaStride provides a 30-day return window, which begins on the day your package is delivered to your address. We accept returns under the following specific conditions:
- The product arrived with physical damage.
- The item received is incorrect or does not match the order details.
- You receive an item that is not the right fit.
To initiate a return, please contact our support team at contact@vandastride.com. It is essential to reach out within the 30-day timeframe to ensure your request is valid.
Please note that we do not facilitate returns, exchanges, or refunds for situations involving a change of mind. We encourage all shoppers to be certain of their selection before completing a purchase on our platform.
Pickup and Logistics
If you receive a damaged or incorrect item, the logistical process is managed by VandaStride. Once your request is acknowledged via email, we will arrange a courier to pick up the item from your location. This service is provided at no cost to the customer. We take full responsibility for the logistics involved in returning a faulty item to our warehouse.
Inspection and Resolution
Once the returned shoes reach our facility, our team conducts a thorough assessment. This inspection takes 24 hours to complete. We examine the condition of the footwear to confirm the reported issue. Following the inspection, we will proceed with one of the following steps:
- Replacement: We will dispatch a new pair of shoes to you if the item is in stock.
- Refund: If the damage is beyond repair or the specific model or size is no longer available, we will issue a full refund.
Refund Processing via Bank Transfer
Since VandaStride operates strictly on a Cash on Delivery (COD) basis, we do not possess your banking or payment details at the time of purchase. If a refund is approved, our team will reach out to you via email to request your bank account information.
Upon receiving these details, we initiate a bank transfer for the full amount of your purchase. Please be aware that once the refund is processed on our end, it typically takes up to 7 business days for the funds to reflect in your account. This timeline depends on the processing speeds of your specific banking provider.
No Restocking Fees
We believe in fair practices. Therefore, VandaStride does not charge any restocking fees for items returned due to damage or shipping errors. The amount refunded will be the total price paid at the time of delivery.
Support and Availability
Our team is here to assist you with any questions regarding your return status or refund progress. Our office hours are Monday to Friday, from 9:00 AM to 6:00 PM HKT. We are dedicated to resolving your inquiries within these hours to maintain a reliable service standard.
Company Name: VandaStride
Contact Email: contact@vandastride.com