For products purchased on this website, you can apply for a return/exchange within 7 days from the date of receiving the product (based on the date of delivery). Unless the product is defective or flawed, all products are only eligible for a one-time exchange, and the exchange must be for the same model and color in a different size. Please note that we only accept returns/exchanges that meet the "Return/Exchange Conditions" and do not fall under the "Non-Applicable Return/Exchange Conditions" described below.
Return Conditions:
a) Manufacturing defects and product quality issues: Such as detachment not caused by improper use or improper maintenance discovered within 7 days from the date of receipt; significant defects such as sole, heel, or upper breakage; damaged zippers, accessories detached from clothing, peeling of prints, and other obvious significant defects. If you suspect a quality issue with the product, please contact us. Quality issues will be verified and the final decision will be made by Fetaq's after-sales team.
b) The product is in its original condition (e.g., intact, unused, unwashed, unaltered; no stains or cosmetics on the product), and the conditions for resale of the product are not affected. If there is any damage to the product packaging (including accessories) upon receipt, please contact us for assistance.
c) The product packaging is intact (including plastic bags or boxes; please do not directly stick any tape or labels on our shoe boxes; please place the shoe box inside another box or packaging bag), and the product accessories, manuals, hangtags, labels, etc., should be retained.
d) For returns due to quality issues, Fetaq will bear the shipping cost for returning the goods.
e) Refunds only include the net value of the goods; the shipping fee for the order is non-refundable.
Exchange Conditions:
a) All products are only eligible for a one-time exchange for a different size of the same model and color, subject to availability.
b) The product is in its original condition (e.g., intact, unused, unwashed, unaltered; no stains or cosmetics on the product), and the conditions for resale of the product are not affected. If there is any damage to the product packaging (including accessories) upon receipt, please contact us for assistance.
c) The product packaging is intact (including plastic bags or boxes; please do not directly stick any tape or labels on our shoe boxes; please place the shoe box inside another box or packaging bag), and the product accessories, manuals, hangtags, labels, etc., should be retained.
d) For exchanges due to size issues, you will be responsible for the shipping cost of returning the goods and reshipping the new product.
Non-Applicable Return/Exchange Cases:
a) Products not sold through the Fetaq Hong Kong official website (i.e., this website).
b) Goods purchased during specific discount or promotional activities explicitly stated as non-returnable/exchangeable.
c) No quality issues.
d) Products that have been used, washed, processed (e.g., size modification), stained, or damaged; labels have been cut off, and other products that do not meet the conditions for resale.
e) Loss of the electronic invoice or order number issued at the time of purchase.
f) Orders that exceed the return/exchange period.
g) Other situations where consumers are not entitled to return/exchange goods according to this policy and applicable laws.
h) If the returned goods do not meet the return/exchange conditions, Fetaq reserves the right to reject your return/exchange request.
Return/Exchange Process:
Apply for return/exchange within the return/exchange period.
Fetaq will review your application and respond via email within 10 working days after receiving the return/exchange request.
Please return the product for return/exchange within 3 days after receiving the return/exchange instructions.
Once we confirm acceptance of your return request, you will receive an email notification. Please note that refunds may take 6 to 8 weeks to process.
In case of any disputes, Fetaq reserves the right to make the final decision. In the event of any ambiguity between the English and Chinese versions of the terms and conditions, the Chinese version shall prevail.
