For all our products, after deducting production procurement costs and shipping logistics expenses, we maintain a net profit margin of only 5-10% at maximum.
SHOEACC / CEO FARR
ORDER & RETURN POLICY
Policy No.: DEL-2025-001
Last Updated: May 15, 2025
Policy Version: 2.0
Applicable Regions: Singapore, Taiwan (China), Australia, Japan, UK, Norway, Switzerland
Last Updated: May 15, 2025
Policy Version: 2.0
Applicable Regions: Singapore, Taiwan (China), Australia, Japan, UK, Norway, Switzerland
1. Introduction
This Refund Policy (“Policy”) governs all transactions conducted on the SHOEACC e-commerce platform (the “Site”). By completing a purchase, Customers expressly agree to be bound by these terms. This Policy is formulated in compliance with the EU Consumer Rights Directive 2011/83/EU, China E-Commerce Law, and international commercial practices.
2. Refund Eligibility
2.1 Valid Grounds for Refunds
| Refund Category | Conditions | Exclusions |
|---|---|---|
| Product Defects | Material flaws, functional failures, or ≥30% deviation from product description verified by SHOEACC QC. | Damage from improper use; minor packaging defects. |
| Shipping Delays | Delivery exceeding Site-stated timeframe by ≥7 calendar days (verified via carrier tracking). | Customs delays, Force Majeure events, incorrect addressing, or customer refusal. |
| Customized Goods | Legally prohibited customization in customer’s jurisdiction (verified by official documents) before production commencement. | Post-design confirmation cancellations or subjective preference changes. |
| Non-Defect Returns | Unused, undamaged goods with original packaging and accessories within 7 calendar days of delivery. | Intimate apparel, sanitary products, and non-returnable items as marked. |
2.2 Non-Refundable Circumstances
- Goods beyond statutory/agreed claim periods
- Customer-induced damage/loss
- Final-sale items (e.g., “Clearance” or “Flash Sale” products with explicit non-refundable notices)
3. Refund Procedure
3.1 Claim Initiation
Deadlines:
- Defects/Delays: 7 calendar days post-delivery
- Non-defect returns: 7 calendar days post-delivery
Submission Methods:
- Online: Account > Order Center > “Request Refund” (with evidence upload)
- Email: support@shoeacc.com (Subject: [REFUND]-Order Number)
3.2 Verification Process
| Stage | Timeline | Responsible Party | Customer Obligation |
|---|---|---|---|
| Documentation Review | ≤1 business day | SHOEACC | Provide supplementary evidence |
| Physical Inspection* | ≤3 business days | Third-party Inspector | Return goods (non-defect returns at customer’s expense) |
| Final Decision | ≤1 business day | Risk Control Dept. | Await notification |
*Applies only to defect claims. Return shipping address provided by SHOEACC.
3.3 Refund Execution
- Method: Original payment channel (card/PayPal/bank account)
- Timelines:
Credit Cards: 3-10 business days (subject to issuer)
PayPal: 24-48 hours
Bank Transfers: 5-15 business days ($15 cross-border fee deducted)
- Amount: Paid amount – utilized coupons – applicable cross-border fees
3.4 Notification
Refund status updates sent via registered email/SMS. Disputes must be raised within 3 business days with new evidence.
4. Liability Provisions
4.1 Customer Liability
- Fraudulent claims: Refund termination + blacklisting
- Malicious chargebacks: 20% order value compensation (per PayPal Merchant Policy §9.3)
- Unreturned goods: Deduction of item value + $30 shipping fee from refund
4.2 SHOEACC Liability
- Delayed refunds: 0.05% daily penalty on overdue amount (max 30% total)
- Unjustified denials: Reimbursement of reasonable customer legal costs (capped at $500)
5. Governing Law & Dispute Resolution
5.1 Applicable Law
- EU Customers: Regulation (EU) No 1215/2012
- Chinese Customers: PRC E-Commerce Law
- Other Regions: UN Convention on Contracts for International Trade (CISG)
5.2 Dispute Forum
- Claims ≤ $5,000: Online arbitration via HKIAC
- Claims > $5,000: Singapore International Commercial Court (SICC)
6. General Provisions
- Product-specific policies override this Policy where conflicts exist
- Force Majeure events (e.g., trade sanctions, payment gateway failures) exempt SHOEACC from liability
- Policy amendments become effective 72 hours after Site publication; material changes notified via registered email
Key Legal Safeguards Incorporated:
- Cross-Border Compliance
Explicit recognition of EU cooling-off periods
CISG applicability for non-EU/non-China transactions
- Enforceable Penalty Structures
Daily interest aligned with global commercial standards (0.05%)
Malicious chargeback penalties mirroring PayPal’s enforcement framework
- Jurisdictional Precision
Tiered dispute resolution (HKIAC/SICC) for cost-efficient conflict management
Differentiated governing laws based on customer location
- Risk Allocation
Cross-border fees transparency
Physical inspection requirement for high-value defect claims
- Dynamic Policy Management
Force Majeure carve-outs
Staged implementation for policy updates
This version is litigation-ready, balances buyer/seller interests, and meets international e-commerce regulatory requirements. For enhanced protection, we recommend:
① Adding IP-geolocation disclaimers at checkout
② Implementing automated refund tracking notifications
③ Retaining arbitration records for 7 years (per GDPR/CCPA requirements)
Address
2706D,6f, Times Building A, No. 89 LongCheng Aenue, Shangjing Community, Longgang District Shenzhen City, China.
Phone
Phone: (+86)-17-6886-55122
Support@shoeacc.com
SHOEACC
Effective Date: May 15, 20