Refund policy

RETURNS & REFUNDS POLICY

Thank you for shopping at Nike-HK.com. To ensure a world-class shopping experience that reflects the strict compliance and professional standards of top-tier sneaker boutique stores, we provide a transparent, detailed, and straightforward Returns & Refunds policy. 

Please read the following terms carefully before submitting a return request.

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💡 THE 30-DAY SATISFACTION GUARANTEE
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We offer a 30-day return policy. You have up to 30 calendar days from the date you received your item (based on the tracking delivery date) to request a full refund, provided the item meets our eligibility criteria outlined below. All refunds will be processed back to your original payment method.

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1. ELIGIBILITY CRITERIA FOR RETURNS
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To protect product integrity and maintain fairness for all sneaker enthusiasts, returned items must be in "as-new" or "pristine" condition. We reserve the right to refuse refunds if items do not meet the following criteria:

• PRODUCT CONDITION: The sneakers/apparel must be unworn, unwashed, unaltered, and completely free of odors (perfumes, sweat, etc.), scuffs, creases, or any signs of usage. 
• ORIGINAL PACKAGING: The original sneaker box, dust bags, tissue paper, and protective structural inserts must be returned intact. DO NOT use the original sneaker box itself as the shipping box. Please place the shoe box inside an additional shipping box or standard poly mailer. Any shipping tape or labels glued directly to the original sneaker box will void the return.
• TAGS & ACCESSORIES: All original hangtags, anti-tamper security tags (e.g., our brand tags/zip ties), extra laces, decorative accessories, and promotional gifts must remain fully attached and unsevered.

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2. CATEGORY-SPECIFIC GUIDELINES
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• LIMITED EDITIONS / COLLABS (e.g., Travis Scott, Nike Dunk SB): Due to the high collective value, these sneakers are subject to rigorous inspection. The shoebox, security zip ties, and alternative laces must be in flawless, factory condition. Any minor damage to the original box may result in rejection or a restocking fee.
• GENERAL IN-LINE RELEASES (e.g., Air Force 1, Air Max Series): We accept returns if the upper leather shows NO creasing and the outsoles remain clean. We recommend testing your fit exclusively on a clean carpeted surface indoor.
• APPAREL & GEAR: Must have all tags attached, unwashed, and unworn. Undergarments, socks, and compression gear are non-returnable due to hygiene and health regulations.

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3. NON-RETURNABLE ITEMS
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We do not accept returns under the following circumstances:
1. Return requests submitted after the 30-day post-delivery window.
2. Items showing visible outdoor wear, dirt, sole scuffs, or permanent leather creases.
3. Items damaged due to improper care, misuse, or alteration by the consumer.
4. Promotional items clearly marked as "Final Sale" or "Non-Returnable" at checkout.

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4. STEP-BY-STEP RETURN PROCESS
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To ensure an efficient and automated refund processing, please strictly follow these operational steps:

STEP 1: EMAIL REQUEST
Send an authorization email to our official customer support at: support@nike-hk.com. Please include your "Order Number", "Item Name/Size", and a brief description of your return. For defective or wrong items, attach clear photos.

STEP 2: RECEIVE RMA (RETURN MERCHANDISE AUTHORIZATION)
Our quality control team will review your email within 1-2 business days. Once approved, we will reply with an RMA number and the designated secure return warehouse address.

STEP 3: PACKAGE & SHIP
Securely pack the items (using an outer protective box). Ship the parcel via a reliable courier service with full digital tracking. Please note that tracking is required; we cannot be responsible for lost inbound packages.

STEP 4: INSPECTION & REFUND
Upon receiving your package, our warehouse will inspect the item within 2-3 business days. If compliant, your refund will be triggered immediately. Funds typically appear back in your original payment channel (Credit Card, PayPal, etc.) within 5-7 business days, depending on your bank's clearance cycles.

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5. RETURN SHIPPING FEES
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• CUSTOMER-INITIATED RETURNS (e.g., Buyer's remorse, wrong size selection, style preference changes): Inbound shipping costs to our warehouse are fully covered by the customer. 
• STORE-ERROR / DEFECTIVE RETURNS: If we sent the incorrect model/size, or if the product has verified manufacturing defects, please contact support@nike-hk.com instantly. We will fully cover the return shipping logistics or arrange a swift complimentary replacement.

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CONTACT US
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For any questions regarding your return status or policy details, reach out to our desk:
📧 Email: support@nike-hk.com
🕒 Support Hours: Monday - Friday | 09:00 - 18:00 (CET)