Return and Refund Policy


Company based in New Mexico, USA
Last updated: 02/06/2025

⚠️ IMPORTANT : This policy is governed by the laws of New Mexico, USA . All disputes are subject to the exclusive jurisdiction of the courts of New Mexico . By purchasing from us, you agree to these terms, regardless of your country of residence.

1. STRICT RETURN TIMES

All global areas:

  • 7 calendar days MAXIMUM from delivery to initiate a request
  • 3 days MAXIMUM to ship after approval (no exceptions)
  • No extension granted even in case of vacation, illness or force majeure

Calculation of deadlines:

  • Delivery day = Day 0
  • Weekends and US holidays included in the count
  • Only the date of receipt of our confirmation email is valid.

2. STRICT RETURN CONDITIONS

⚠️ PLEASE NOTE: Any return that does not comply with these conditions will be automatically refused.

Items eligible for return:

  • ✅ Absolutely new sneakers, never tried on
  • ✅ No footprints even indoors (systematic UV control)
  • ✅ Original packaging perfectly intact (box not opened abruptly)
  • ✅ All original stickers, labels and protections present
  • ✅ Tissue paper and accessories in original condition
  • ✅ No odor of wearing or use

Items NOT eligible:

  • ❌ Sneakers tried on even briefly
  • ❌ Any visible crease on the stem (even slight)
  • ❌ Packaging opened "violently" or damaged
  • ❌ Personalized, customized or modified items
  • ❌ Sneakers exposed to humidity or odors
  • ❌ Items returned after the deadline (no exceptions)
  • ❌ Sneakers over €300 (premium collection - final sale)

3. RETURN PROCEDURE

Step 1: Return Request

  • Contact our customer service via [email/form]
  • Indicate your order number and reason for return
  • Attach photos of the item if any defect is found.

Step 2: Authorization

  • We will send you an RMA (Return Merchandise Authorization) number
  • Prepaid return label provided (see conditions below)

Step 3: Shipping (IMPERATIVE - 3 DAYS MAX)

  • Mandatory shipping within 3 days after receipt of the RMA
  • Beyond 3 days: return automatically refused
  • Pack in original packaging only
  • Mandatory transport insurance (at your expense)
  • Keep the tracking number

4. MAXIMUM RETURN COSTS

ALL returns are subject to a charge:

  • Processing fee: 20% of the purchase price (minimum $30)
  • Express return fee: $50 (international $75)
  • Handling fees: $25 (reconditioning)
  • Administrative fees: $15 (file processing)

No refund of initial fees:

  • Original delivery charges NEVER refunded
  • Taxes and customs duties paid are not recoverable
  • Non-refundable transport insurance

5. REFUNDS

Processing times:

  • Ultra-rigorous inspection : 7-14 working days after receipt
  • Final decision : 3-5 additional days
  • Refund : 14-30 working days after validation

Refund methods (our exclusive choice):

  • STORE CREDIT ONLY (expires 12 months, non-transferable)
  • Monetary refund REFUSED unless proven defect
  • Gift cards cannot be exchanged for cash

Amounts reimbursed:

  • Purchase price LESS ALL fees listed above
  • Refund capped at 60% of the original purchase price
  • Guaranteed minimum: $0 (may be zero after deductions)

6. ALTERNATIVES TO REIMBURSEMENT

We favor these options (in order):

Option 1: STORE CREDIT (recommended)

  • +10% bonus on the credit amount
  • Use within 12 months (strict expiration)
  • Non-transferable, non-exchangeable

Option 2: Forced Consignment

  • We resell the item on your behalf
  • Commission 25% + storage fees $15/month
  • Sale not guaranteed (risk of total loss)

Option 3: Cash refund

  • ONLY if serious defect proven
  • Technical expertise at your expense ($100)
  • Partial refund after all deductions

⚠️ New order: Price and availability NOT guaranteed - constant fluctuations

7. SPECIAL CASES

Defective items

  • Report within 48 hours of receipt
  • Mandatory photos of the defect
  • Free return + full refund

Damaged delivery

  • Immediate reporting to the carrier AND to our services
  • Photos of the packaging and the item
  • Replacement or refund subject to availability

Out of stock items

  • Automatic refund if delivery is not possible
  • Email notification within 48 hours

8. COLLECTIBLE/RARE ITEMS

Special PREMIUM conditions:

  • Reduced lead time: 72 hours after delivery (non-negotiable)
  • No returns for items >$400 ( absolute FINAL SALE )
  • Flat fee: $200 + 25% of the purchase price
  • Store credit only (valid for 6 months)

Enhanced checks:

  • State of conservation meticulously checked
  • Collector's packaging must be intact
  • Certificate of authenticity to be returned

9. REFUSAL OF RETURN AND SANCTIONS

We automatically refuse returns in the following cases:

  • Item tried even 5 minutes indoors
  • Any signs of wear detected (UV inspection + microscope)
  • Late return (no exceptions, even 1 day)
  • Non-compliant or missing packaging
  • Failure to comply with the 3-day shipping deadline

In the event of fraudulent or abusive return:

  • Permanent ban from the platform (all addresses/maps)
  • Billing of $500 in damages
  • Reporting to US Trade Protection Agencies
  • Retention of the article without compensation

Customer rating system:

  • Maximum 2 returns per year (all reasons combined)
  • 3rd return : account permanently blocked
  • Permanent history consultable by partners

Legal remedies:

  • Only New Mexico courts have jurisdiction
  • Mandatory Arbitration under US Law
  • Attorney's fees payable by the loser

10. JURISDICTION AND APPLICABLE LAW

FUNDAMENTAL CLAUSE:

Applicable law:

  • New Mexico Law, United States Exclusively
  • NO exceptions for international buyers
  • European, Canadian or other protection laws NOT applicable

Exclusive jurisdiction:

  • New Mexico Courts Only
  • Mandatory Arbitration in Albuquerque, NM
  • Waiver of any recourse in your country of residence

Mediation clause:

  1. Customer service contact : 30 days maximum
  2. US Mediation : New Mexico Licensed Firm
  3. Final Arbitration : Final and binding decision

⚖️ By purchasing, you explicitly waive your local consumer rights

CUSTOMER SERVICE CONTACT

📧 Email : support@stridekicks.com
⏰ Hours : Mon-Fri 9am-4pm (Mountain Time - UTC-7)
🕐 Response time : 48-72 hours maximum (US business days)

💬 Multilingual support : French available by email only

DISCLAIMER

We reserve the right to modify this policy at any time. Changes apply immediately to all new orders. This policy supersedes all prior agreements and constitutes our entire obligations regarding returns.

🇺🇸 American Marketplace - Exclusive US Terms 🇺🇸