Warranty, Return and Refund policy

 

If you are not satisfied with our products, please contact us let me know by email.

The following information is required and format is as followed:.

Order number:

Tracking number(Optional) :

Product Name :

Customer requirement:

And please send the email to: [email protected]

Our customer service will reply you within 24 hours. So please do not worry and wait patiently.

But please read our return policy carefully before you contact us.

 

1. Returned shipping fees

1) If it’s product quality issue within the valid warranty period (3C products: 30 days, non 3C products: 15 days), returned shipping fees are undertaken by PK-Shoes.

2) If it’s product quality issue, but it exceeds the valid warranty period(3C products: 30 days, non 3C products: 15 days), the shipping fee of returning and exchanging products shall be undertaken by the customer.

 

2. After-sale service -Return process

We will do our best to ensure that the products delivered to our customers are good. If you receive a defective product, please follow the steps below to apply after-sale service.

1 ) Contact the customer service staffs or submit a ticket to request a return, detail the issue and provide a photo or video of defective product.

2 ) Return the items and include all source packaging and accessories in the returned package, after the return application is approved. The return address is based on proximity principle.

3 ) Tracking number / URL / return shipping fees/ shipping receipt / logistics information image of returned package can be informed customer service staff by email or live chat.

4 ) We will process the refund within 3-7 days after receiving package. Once refund successfully, you will receive a confirmation email.

 

3. After Sale Services for Received Products

(a)Quality problem: Flaws caused during production and shipping process. Due to extreme discounts on all our items, we cannot offer After Sale Services for products with less than 10% damage/defect. For example, some products may have a small scratches on the plastic product or the package box has a bit of squeeze, but does not affect the use

(b)Problem of fittings: fittings are damaged, defective, or missing.

After any evidence provided has been verified by us: for problems that can be resolved by the buyer, we can refund the cost only if the cost is below the product cost; for problems that cannot be solved by the buyer or the cost exceeds the product cost, we can provide either usable fittings or refund following a product return (RMA). The order amount will determine how the situations listed are resolved.

(c) Orders are left unattended or mistakenly shipped: resolution based on order amount.

 

• Orders left shipped: Check the package weight of the order to confirm, the solution should be provided between buyer and customer assistance through clear and professional communication.
• Orders mistakenly shipped: Check order SKU and SKU of the received package to confirm, the solution should be managed between buyer and customer assistance through communication.

(d) Damaged during shipping

 

• Package damage: it cannot be handled if product is functional.
• Product damage: it cannot be handled if product is functional and the damage amount is below 10%.For example, some products may have a small scratches on the plastic product or the package box has a bit of squeeze, but does not affect the use

The following chart outlines the solution handling outcome for the After Sale Issues listed above.

√denotes a solution that is available while
X indicates that no solution is available.

Buyers need to complete an RMA Return Form when returning products ; refunding or resending products can only be actioned after the warehouse confirms product receipt.

 

	Solution
Types of Issues	Partial Refund	Products Refund	fittings Resupply	Refund After Return	Product Resupply (PK-Shoes pays for Shipping)
Quality Issue	√	√	√	√	√
Fittings & Parts Issue	√	√	√	√	X
Product Left & Mistakenly Shipped	√	√	√	√	√
Damage during shipping	Package damage	√	X	X	√	X
Product Damage & Flaw(Extent & Scale exceeds 10% of (product or) Inoperative Product)	√	√	√	√	√
Wrong description	Product is different from words and pictures on product detail page	√	√	√	√	√

 

4. Custom Clearance

For custom clearance, respective responsibility needs to be clarified between the buyer and our company.

(a)Tariff claim: tariff is claimed by local customs based on local policy, and specific to different countries and states, so buyers are responsible for payment. Since it is clearly out of our control, we do not classify this as an After Sale Issue.

(b)Package destroyed by customs or cargo agent: we are not responsible if buyers reject or contest tariff claim or attempt to import products prohibited in their state, country, or region.

(c)We are not responsible for products that cannot go through/clear customs due to lack of product qualification; buyers need to clearly state what qualification issues are involved.

Note: Members are solely responsible for checking (a) if sensitive product(s) can be shipped to the destination before dispatch and (b) whether the product requires any specific credentials/declarations.

 

5. Types of After Sale Services available for products not received

(a) Yet to be received: Buyers are informed by Customer Service staff; we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(b) Abnormal delivery: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(c) Failed to deliver: Buyers are informed by Customer Service staff, we are not liable for packages that have been returned or destroyed that have not been dealt with in time.

(d) Exceeded shipping time limit, refunded by platform dispute: If the package has not been received 60 days after the sale, the package is declared missing.

(e) Package delivered, buyer reports not received: buyer needs to obtain proof that the “package has not yet arrived” from their local post office and send the proof to us for further checking.

(f) No shipping update: over 15 days since the sale have elapsed without a shipping update, shipping status with order number will be checked, if the order has still not been received after 60 days, after sale arrangements can be approved for the above situation.

(g) We are not responsible if the buyer refuses to receive and accept a package.

(h) The missing package condition is not applicable to surface mail and air mail as well as package checks. Products shipped by Flat ship are not offered after-sale service, when the parcel is lost even if the customer purchases shipping insurance.

The following chart outlines the solution handling outcome for the After Sale Issues listed above.

√denotes a solution that is available while
Xindicates that no solution is available.

 

	Solution
Package Shipping Issue	Refund the product cost	Resending the product
Yet to received	X	X
Abnormal delivery	X	X
Failed to deliver	X	X
Exceeded shipping time limit, refunded by platform dispute	X	X
Package delivered, buyer reports not received	X	X
No shipping update	X	X
Buyer rejects package upon arrival	X	X
Not received 60+ days after dispatch, unusual shipping update	√	√

If a package has been returned due to the above shipping problems, we will provide refund to buyers only after the package has returned to our warehouse; we are not liable for packages that go missing or have been destroyed in transit.

 

6.Exemption Disclaimer

The following conditions are exempt from receiving After Sale Services:

Incorrect address provided by buyers; buyers who cannot provide evidence that meets the threshold of proof and who do not intend to return the product for testing; buyers who ask for resends, resupply and return, refund overdue; product shipped, situations caused not by quality issues and/or not our responsibility, buyers who provide subjective/unacceptable reasons to ask for refund. Please kindly contact our customer services for further information.