Refund Policy – Heydudk

At Heydudk, we know choosing the right pair of shoes—whether it’s a shared style for you and your partner, men’s everyday sneakers, or women’s winter boots—requires trust. This Refund Policy outlines how we handle refunds for our gender-inclusive shoe collection, ensuring transparency, fairness, and a smooth experience if you’re not fully satisfied with your purchase. By placing an order with us, you agree to the terms below, which align with our Terms of Purchase and Privacy Policy.

1. Refund Eligibility

To qualify for a refund, your return must meet all criteria—critical for protecting the quality of our shoes (especially for gender-inclusive styles that may be resold) and ensuring fairness for all customers:

  • Timeframe: You must initiate a refund request within 30 days of the delivery date (confirmed by the shipping carrier’s tracking information). Requests made after this window will not be approved.
  • Shoe Condition: The shoes must be unused, unworn, and undamaged, with all original packaging, tags, and accessories intact. This includes:
  • Original shoe box (with Heydudk branding, unmarked and uncrushed).
  • Shoe inserts (e.g., size labels, comfort insoles, dust bags for premium styles).
  • No signs of wear (e.g., scuffed soles, stretched shoe uppers, dirt on fabric, or creases from 试穿 beyond a quick fit check).
  • No alterations (e.g., custom insoles added, shoelaces replaced, or size stickers removed).
  • Proof of Purchase: You must provide your valid Heydudk order number (found in your Order Confirmation email) when requesting a refund.
  • Exceptions: The following items are not eligible for refunds under any circumstances:
  • Final Sale Items: Shoes clearly marked “Final Sale” on the product page (typically clearance, limited-edition, or seasonal styles like holiday-themed sneakers).
  • Custom/Personalized Shoes: Made-to-order styles (e.g., monogrammed unisex loafers, custom-colored men’s boots) or shoes altered to your specific request (e.g., widened fit for women’s sandals).
  • Worn or Damaged Shoes: Shoes that show signs of use, damage from improper care (e.g., suede shoes exposed to water), or accidental harm (e.g., torn fabric from outdoor activities).

2. How to Initiate a Refund

Follow these steps to request a refund for eligible shoes—proper packaging is key to avoiding damage in transit, which could affect your refund approval:

  1. Contact Customer Support First: Do not ship shoes back without prior approval. Email our team at [email protected] with the subject line “Refund Request – （Your Order Number）” and include:
  • Your full name and registered email address (linked to your Heydudk account).
  • Order number, shoe style name, and SKU (e.g., “Unisex Hiking Boots – SKU: HB-005”).
  • Reason for the refund (e.g., “Shoe size too small for men’s feet,” “Women’s sandals don’t match online description”).
  • Clear photos of the shoes (front, back, sole, and any details) and original packaging—this helps us confirm eligibility quickly (e.g., proving soles are unworn).
  1. Receive Return Authorization (RA): Our team will review your request within 1-2 business days. If approved, we’ll send you a unique RA number and detailed return instructions, including:
  • The designated return shipping address (do not use the address on your original delivery label—this may be a fulfillment center, not our returns processing location).
  • Packaging guidelines (e.g., use the original box with extra padding for delicate styles like women’s heeled boots to prevent crushing).
  • A reminder that you are responsible for return shipping costs (unless the refund is due to a Heydudk error—see Section 4 for details).
  1. Ship the Shoes Safely:
  • Package the shoes securely to avoid damage (we recommend placing the shoe box inside a larger shipping box with bubble wrap or packing paper).
  • Clearly write the RA number on the outside of the shipping box (missing or incorrect RA numbers will delay processing).
  • Use a trackable shipping service (e.g., USPS Priority Mail, DHL) and keep the tracking number—Heydudk is not liable for shoes lost, stolen, or damaged while being returned to us.

3. Refund Processing Timeline

Once we receive your returned shoes, we follow a structured process to ensure timely refunds:

  1. Inspection: Our team will inspect the shoes within 2-3 business days of delivery to our returns center, verifying they meet eligibility criteria (e.g., unworn soles, original packaging).
  2. Approval & Refund Initiation: If the shoes are eligible, we will process your refund within 5-7 business days of inspection. Refunds are issued to the original payment method used for the purchase (e.g., credit card, PayPal, debit card). You will receive a “Refund Confirmed” email with details (e.g., refund amount, transaction ID).
  3. Refund Appearance Time: The time it takes for the refund to show in your account depends on your payment provider:
  • Credit/debit cards: 3-7 business days (processing times vary by bank).
  • PayPal/digital wallets: 1-3 business days.
  • If the refund is delayed beyond these timelines, contact your payment provider directly—Heydudk cannot accelerate their internal processing.
  1. Denial Notification: If the shoes do not meet eligibility criteria (e.g., worn soles, missing packaging), we will email you within 3 business days of inspection, explaining the reason for denial. We can either:
  • Ship the shoes back to you (at your expense—we will provide a shipping quote before sending).
  • Dispose of the shoes (with your written consent, if you do not wish to receive them back).

4. Special Cases for Refunds

4.1 Heydudk Errors (Free Returns & Priority Refunds)

If your refund is due to an error on our part, we cover all return costs and expedite processing—no extra steps required from you:

  • Incorrect Item: You received a different style/size than ordered (e.g., women’s sandals instead of men’s sneakers, size 9 instead of size 10).
  • Defective Shoes: The shoes arrived with a manufacturing defect (e.g., broken sole, loose stitching, uneven heel, or material damage not disclosed on the product page).
  • Size/Description Mismatch: The shoes’ size or details do not match the website description (e.g., “wide-fit” shoes are regular width, “waterproof” boots leak, or color differs drastically from photos).

For these cases:

  1. Contact us within 7 days of delivery with photos of the error (e.g., defective sole, wrong shoe label).
  2. We will send a pre-paid shipping label for return (no cost to you) and provide a free replacement (if the correct item is in stock) or process a full refund—your choice.
  3. Refunds for errors are processed within 3-5 business days of inspection (faster than standard timelines).

4.2 Cancelled Orders

  • Cancelled Before Shipment: If you cancel an order before it ships (within 24 hours of placing it), we issue a full refund within 3-5 business days of cancellation.
  • Cancelled After Shipment: If you cancel after the shoes have shipped, you must follow the standard return process (Section 2) once you receive the package—refunds will be processed as usual, with no additional fees (beyond return shipping costs, unless it’s our error).

4.3 Lost or Undelivered Orders

If your order is marked “delivered” by the shipping carrier but you never received it:

  1. Contact us at [email protected] within 48 hours of the estimated delivery date.
  2. We will work with the carrier to investigate (this may take 5-7 business days, as carriers need time to trace delivery).
  3. If the carrier confirms the order is lost, we will issue a full refund within 3-5 business days or send a replacement (your choice—whichever works best for you).

5. Updates to This Policy

We may update this Refund Policy periodically to reflect changes in our business practices (e.g., adjusting return timelines for peak seasons like Black Friday) or legal requirements. When updates are made:

  • We revise the “Last Updated” date at the top of this page.
  • We post the new version on our website (www.heydudk.com) and notify existing customers via email if changes are significant (e.g., updating eligibility for gender-inclusive styles).

The updated policy applies to all refund requests initiated on or after the “Last Updated” date—for requests initiated before, the policy in effect at the time of your order applies.

6. Contact Us

If you have questions about refunds, need help initiating a return, or want to follow up on a pending refund, reach out to our customer support team:

Email: [email protected]

Website: www.heydudk.com (for self-service resources, e.g., return status checks, size guide reminders)