Section 1 — Eligibility for Returns & Refunds
Policy Overview:We maintain strict quality control standards. As such, we do not offer returns or refunds for “change of mind,” “style preference,” or “incorrect size ordered” by the customer.
Returns are accepted only under the following circumstances:
- Defective or Damaged Products: If the item arrived with a manufacturing defect or was damaged during transit.
- Wrong Item Received: If you received a product different from what you ordered (e.g., wrong color, wrong model, or a size different from the one selected at checkout).
- Incomplete Order: If an item is missing from your package.
Conditions for Acceptance
To be eligible for a return/refund under the criteria above:
- Notification Window: You must report the issue within 72 hours (3 days) of delivery.
- Proof of Defect: A clear HD video of the package unboxing and state in which you received the package is required.
- Necessary: We strongly recommend recording an unboxing video when opening your package to serve as definitive proof.
- Original Condition: The item must be unused, unwashed, and in its original packaging with all tags, labels, and accessories intact.
Section 2 — Non-Returnable Items (Hygiene Clause)
Strict Hygiene Policy: For the health and safety of our customers, certain categories of products are strictly non-exchangeable and non-returnable under any circumstances, unless there is a verified manufacturing defect.
Restricted Categories
- Intimate Wear: Panties, thongs, boxers, briefs, shapewear and underwear.
- Lingerie & Bras: Bras, bralettes, bustiers, and lingerie sets.
- Swimwear: Bikini bottoms, one-piece suits, and swim trunks.
- Hosiery: Socks, tights, and stockings.
- Other: Pierced jewelry.
Please check your size carefully before purchasing these items, as all sales are final for this category.
Section 3 — How to Process a Claim
If your item meets the eligibility criteria above (Defective / Damaged / Wrong Item), please follow these steps:
- Take clear photos or an unboxing video highlighting the issue.
- Email us at support@snkrhour.com with your Order ID and the evidence.
- Our team will review your claim within 3 to 7 business days.
- If approved, we will initiate a reverse pickup or provide instructions for the refund/replacement.
SNKRHOUR is building customer-centric and seamless experiences for our customers.
Eligibility for a Return / Refund
To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging, sealed. You’ll also need the receipt or proof of purchase.
If a product is damaged in-transit, the package is insured by SNKRHOUR through our marine insurance partners before shipping the order to the customer.
To start a return, you can contact us at support@snkrhour.com. Please note that returns are initiated on the basis of the sole discretion of the SNKRHOUR Returns and Refund Division.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Products under return, once they reach our warehouse, will go through an authenticity / seal / tags check.
You can always contact us for any return question at support@snkrhour.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
SNKRHOUR does not entertain product exchanges, given the rare nature of the products sold on snkrhour.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@snkrhour.com.