Last updated: 16 July 2026

At Defactory, we want you to be happy with your purchase. This policy explains how returns and exchanges work for pre-owned footwear and new clothing purchased on [website URL].

1. Return Window

You may request a return or exchange within [3–7 days] of receiving your order. Requests made after this period will not be accepted, except where the item is confirmed to be defective or significantly different from its description.

2. Eligibility for Return or Exchange

To be eligible, items must be:

  • Unused, unworn (beyond a single fitting), and in the same condition as received.
  • In their original packaging, including any tags, dust bags, or boxes provided.
  • Accompanied by proof of purchase (order number or receipt).

Because many of our shoes are pre-owned, minor characteristics disclosed in the product listing (light wear, creasing, sole marks, etc.) are not valid grounds for return, as these are part of the item’s described condition at the time of sale.

3. Non-Returnable Items

  • Items marked “Final Sale” or “As-Is” at the time of purchase.
  • Socks, innerwear, or other hygiene-sensitive items, once opened.
  • Items showing signs of use, damage, or alteration after delivery that were not present at the time of dispatch.
  • Gift cards or promotional vouchers, where applicable.

4. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged in transit, or different from what you ordered, contact us within [48 hours] of delivery with clear photos of the item and packaging. We will offer a replacement (subject to availability), exchange, or full refund, including return shipping costs where we are at fault.

5. How to Request a Return or Exchange

  • Contact us via email or WhatsApp with your order number and reason for return.
  • Our team will review your request and, if approved, share return instructions and the return address.
  • Pack the item securely, ideally in its original packaging, and ship it back within [X days] of approval.

6. Return Shipping Costs

If the return is due to a change of mind or incorrect selection (e.g., wrong size chosen by the customer), return shipping costs are borne by the customer. If the return is due to our error (wrong item sent, defective product, or damage prior to dispatch), we will cover the return shipping cost.

7. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method (or as store credit / bank transfer, where applicable) within [5–10 business days]. Original shipping fees are non-refundable, except where the return is due to our error.

8. Exchanges

Exchanges (e.g., for a different size, where stock allows) are subject to product availability, since many of our pre-owned items are single-unit stock. If the desired size or item is unavailable, we will offer a refund or store credit instead.

9. Cancellations

Orders can be cancelled free of charge before they are dispatched. Once an order has been shipped, it can no longer be cancelled and must instead follow the return process above.