Return and Refund Policy

Purpose and Coverage

This policy explains how Orbiskicks handles eligible footwear returns, exchanges, refunds, and doorstep collection for customers in Hong Kong. It forms part of our Terms and Conditions and applies to purchases made through our online store. Questions or return requests should be sent to footwear@orbiskicks.com.

The policy does not reduce any mandatory rights under Hong Kong law. Where a legal right conflicts with this policy, the applicable law prevails.

Your Return Journey

Stage	What Happens	Time-frame
Notice	Customer reports an eligible issue	Within thirty days after delivery
Review	Orbiskicks checks the request and supporting information	After receiving the notice
Collection	Orbiskicks arranges doorstep pickup	By agreed arrangement
Assessment	Returned footwear is assessed	Within twenty-four hours after collection
Resolution	Exchange is arranged, or refund follows if stock is unavailable	After assessment
Bank posting	Receiving bank displays transferred funds	Up to seven business days

1. Thirty-Day Notification Window

The return window begins on the calendar date when the order is delivered. Customers have thirty calendar days from that date to notify Orbiskicks of an eligible issue. A message sent after the deadline may be declined unless applicable law requires another outcome.

The notice must include the customer’s name, order information, item name, size ordered, description of the issue, and clear photographs when requested. These details help us arrange the correct response and collection. Sending a notice does not by itself establish eligibility; the returned item must satisfy this policy.

2. Issues Eligible for Return

A return request may qualify when:

• the footwear arrived damaged;
• the item delivered differs from the product ordered; or
• the size delivered differs from the size stated in the order.

Incorrect-size eligibility covers an Orbiskicks error, not an unsuitable size selected by the customer.

3. Issues Outside This Policy

Orbiskicks does not accept returns based solely on a change of mind, dislike of color or style, an incorrect size chosen by the customer, or a preference for another product. Returns are also unavailable for ordinary wear, damage occurring after delivery, misuse, unsuitable storage, fake alteration, or use beyond reasonable indoor fitting.

4. Required Return Condition

Returned footwear must be presented in its original packaging condition. It must include the original box, labels, inserts, wrapping, and accessories supplied with the order. Shoes may be tried indoors only to assess fit and the reported issue. Soles should remain unmarked, and the item must not be worn outdoors.

5. Free Doorstep Collection

Orbiskicks does not charge a restocking fee for an eligible return. We also do not charge for collecting the eligible item from the original Hong Kong delivery address. Collection is limited to Hong Kong and will be arranged through our courier after the preliminary request review.

6. Twenty-Four-Hour Assessment

After the courier collects the item from the customer’s address, Orbiskicks will complete its assessment within 24 hours. During this period, Orbiskicks will assess the item’s condition, the reported issue, and compliance with the original packaging requirements.

7. Exchange Comes First

When a return qualifies, Orbiskicks will first offer an exchange for the item originally ordered or the correct size, depending on the reported issue. Exchanges remain subject to current stock availability. No additional delivery or collection charge applies to the eligible exchange.

If the appropriate replacement is unavailable, Orbiskicks will provide a refund rather than substitute another style or color without customer agreement.

8. Refund Method and Timing

Refunds are issued by bank transfer because original purchases are paid through Cash on Delivery. The customer must provide accurate account information requested for the transfer. Orbiskicks will initiate the transfer after the twenty-four-hour assessment period and once the necessary bank details are received.

After initiation, the receiving bank may take up to seven business days to display the funds. This posting period depends on the banking provider. Orbiskicks is not responsible for delay caused solely by inaccurate customer details or the receiving bank’s internal processing.

9. Hong Kong Legal Framework

This policy is interpreted alongside the Sale of Goods Ordinance (Cap. 26), Trade Descriptions Ordinance (Cap. 362), Control of Exemption Clauses Ordinance (Cap. 71), and Unconscionable Contracts Ordinance (Cap. 458). Electronic communications are addressed under the Electronic Transactions Ordinance (Cap. 553). Personal information and bank details are handled under the Personal Data (Privacy) Ordinance (Cap. 486). The Contracts (Rights of Third Parties) Ordinance (Cap. 623) applies where relevant.

This policy is governed by Hong Kong law. Customers should contact footwear@orbiskicks.com first so concerns can be reviewed directly and documented clearly.