Thank you for shopping at Guirenniao! We strive to provide you with high-quality footwear and a satisfying shopping experience. To ensure clarity and fairness for all customers, we have formulated the following returns and exchanges policy. Please read it carefully before making a purchase.

1. 15-Day Return & Exchange Period

For all footwear purchased directly through our independent website (excluding customized products and special-category items specified below), you are eligible for a return or exchange within 15 calendar days from the date you receive the product (i.e., the day after the delivery confirmation date).

 

To initiate a return or exchange, you must:

 

  • Contact our customer service team via [email address/contact form] within the 15-day period and provide your order number, product photos, and a detailed description of your request.
  • Return the product through the designated logistics channel (shipping costs for non-quality-related returns/exchanges will be borne by the customer; we will cover the shipping costs for returns/exchanges due to product defects).

2. Eligibility Requirements for Returns & Exchanges

To ensure the product meets the conditions for secondary sale (except for defective products), the following requirements must be met:

 

  • Product Condition: The footwear must remain in its original state with no signs of wear, scratches, scuffs, tears, or damage. The outsole, insole, and upper must be free from dirt, stains, or marks caused by use.
  • Tags & Packaging: All original tags, labels, and hangtags (e.g., size tags, material labels, brand logos) must be intact and not detached. The original manufacturer’s packaging (such as shoe boxes, dust bags, or protective sleeves) must be undamaged, clean, and free from tears or tape residue (excluding secondary packaging used for shipping).
  • Accessories & Extras: Any accompanying accessories (e.g., shoe care kits, extra laces, RFID/NFC tags, warranty cards) or free gifts included with the order must be returned in full and in their original condition.

3. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange unless they have quality defects (verified by our quality inspection team):

 

  • Customized Footwear: Shoes personalized with custom designs, engravings, color combinations, or size adjustments (e.g., made-to-order orthopedic shoes) – these are produced specifically for your needs and cannot be resold.
  • Personal Hygiene-Related Footwear: Socks, insoles, or specialized footwear (e.g., medical orthotics) that come into direct contact with the skin, due to health and hygiene concerns.
  • Final Sale Items: Products marked as “Final Sale,” “Clearance,” or “Non-Returnable” on the product page – this will be clearly indicated before purchase.
  • Damaged-by-Customer Items: Footwear damaged due to improper use, neglect, accidental drops, exposure to extreme conditions (e.g., water, heat), or unauthorized repairs/alterations.

4. Defective Footwear Returns & Exchanges

If you receive footwear with quality defects (non-caused by human factors), we offer the following solutions based on the defect type and timeline:

 

  • Major Defects (Within 90 Days of Receipt): For severe issues such as sole separation, heel breakage, upper tearing, uneven shoe sizes (for new, unworn pairs), or significant material defects, we provide a full refund, free exchange for a new pair of the same style/size, or store credit (at your choice). You must provide clear photos/videos of the defect and the original order details for verification.
  • Minor Defects (Within 30 Days of Receipt): For minor issues such as loose stitching, small zipper malfunctions (for footwear with zippers), or slight color inconsistencies (not affecting use), we offer a partial refund (5%-20% of the product price) or free repair service (if repairable).
  • Electronic Components (Within 1 Year of Receipt): For footwear with electronic parts (e.g., smart shoes with sensors, heated insoles, or rechargeable components), if the electronic parts fail due to non-human factors, we provide a free exchange or full refund for the product. Beyond 1 year, electronic component defects will not be covered under warranty.

5. Air Cushion & Special-Structure Footwear

Due to the unique design and technical limitations of air cushion footwear and shoes with special structures (e.g., shock-absorbing midsoles), we cannot provide repair services for air cushion leaks or structural damage. However:

 

  • If air cushion leaks or structural defects occur within the warranty period (15 days for return/exchange, 90 days for major quality issues) and are not caused by improper use, we will offer a free exchange or full refund in accordance with this policy.
  • If the damage is caused by improper use (e.g., wearing for high-impact sports not suitable for the shoe, sharp object punctures) or exceeds the warranty period, we will not be liable for warranty claims.

6. Refund Processing

Once we receive and inspect the returned product (typically within 3-5 business days of delivery to our warehouse) and confirm it meets the return requirements:

 

  • Refund Method: Refunds will be issued to the original payment method (e.g., credit card, PayPal, bank transfer).
  • Processing Time: Refund processing may take 5-10 business days, depending on your payment provider’s processing cycle. We will notify you via email once the refund is initiated.
  • Deductions: For non-quality-related returns, we may deduct the original shipping cost (if the order was shipped for free) and any logistics fees incurred for returning the product.

7. Exceptions & Limitations

  • We reserve the right to refuse return/exchange requests if the product fails to meet the eligibility requirements (e.g., damaged, missing tags, or beyond the 15-day period).
  • Returns/exchanges will not be accepted without a valid order number or proof of purchase (e.g., order confirmation email, invoice).
  • We do not accept returns for products not purchased directly from our independent website (e.g., products from third-party retailers, resellers, or other platforms).
  • This policy complies with local consumer protection laws; any conflicts between this policy and applicable laws will be governed by the laws.

8. Contact Us

If you have any questions about our returns and exchanges policy or need assistance with a return/exchange request, please contact our customer service team:

 

  • Email: info@guirenniaoshoes.com
  • Phone: +86-15711566095
  • Working Hours: [Monday-Friday, 9:00 AM – 6:00 PM (Time Zone)]

 

Guirenniao reserves the right to update this returns and exchanges policy without prior notice. The latest version will be posted on our website; please refer to the current policy at the time of your return/exchange request.