Refund Policy

1. Refund Eligibility

• The refund request is initiated within 60 days from the date of delivery;
• The returned sneakers are unused, unworn, and in original condition, including intact organic cotton uppers, unscuffed Amazon rubber soles, undamaged stitching, and complete original packaging (sturdy shoe box, dust bag, product tags, and any accompanying accessories like extra laces);
• No signs of man-made damage, contamination, or modification (e.g., cut laces, stained organic cotton, scratched rubber soles, or altered stitching);
• Customized sneakers (if applicable) are not eligible for a refund unless they have inherent quality defects caused by production (e.g., uneven stitching, defective rubber bonding, or misaligned branding);
• The return is accompanied by a valid order number and proof of delivery (e.g., delivery confirmation email or receipt).

2. Refund Application Process

1. Submit a Request: Contact our customer service team via email at wholesale@veja-storemalls.com. Please include your order number, product name (including gender/kid category and style, e.g., "Women’s Low-Top Organic Cotton Sneakers"), detailed reason for the refund, and clear photos/videos of the sneakers and packaging (especially if claiming quality defects like loose stitching, rubber sole separation, or damaged organic cotton).
2. Review & Approval: Our team will review your request and supporting materials within 24-48 business hours. If approved, you will receive a formal approval email containing the designated return address, material-specific packaging guidelines (to protect organic cotton and rubber soles), and a return reference number (to be marked on the package).
3. Ship the Sneakers Back: Pack the sneakers securely per guidelines—use the original shoe box (if intact) with additional shock-absorbent padding around the soles and uppers, and include all original packaging/accessories. Ship to the provided return address, attach the return reference number, and keep the shipping receipt and tracking number for future inquiry.
4. Inspection & Verification: Upon receiving the returned package, our quality inspection team will check the sneakers’ condition (focusing on material integrity and craftsmanship) and compliance with eligibility criteria within 3-5 business days. We will notify you via email if the sneakers fail inspection (e.g., signs of wear, damaged materials, or missing packaging) and explain the specific reasons.
5. Initiate Refund: If the sneakers pass inspection, we will immediately initiate the refund process and send you a refund confirmation email.

3. Refund Processing Details

3.1 Processing Time

3.2 Refund Method & Currency

• Refunds will be issued in USD (consistent with the order settlement currency) and credited back to the original payment method used for the order. We do not support refunds to third-party accounts or alternative payment methods.
• If you used a combination of payment methods (e.g., coupon + credit card), the refund will be allocated proportionally to the original methods.

3.3 Return Shipping Cost

• Our Responsibility: If the return is due to product quality defects (e.g., rubber sole separation, loose stitching on organic cotton uppers, defective laces, or manufacturing errors) or our error (e.g., wrong size, incorrect style, or damaged packaging upon delivery), we will reimburse the return shipping cost. Please provide the shipping receipt (with clear cost details) for reimbursement after the sneakers pass inspection.
• Customer Responsibility: If the return is due to personal reasons (e.g., change of mind, dislike of the style, or incorrect size selection), the return shipping cost will be borne by you. We do not cover shipping costs for such returns.

4. Refund Exceptions

• Sneakers returned after the 60-day refund period;
• Sneakers that are used, worn, stained, scuffed (on rubber soles), or have missing original packaging/tags/accessories;
• Sneakers damaged due to improper use, storage, or inadequate packaging during return shipping (e.g., torn organic cotton, cracked rubber soles, or broken stitching);
• Customized sneakers without proven production defects;
• Sneakers that are not purchased through our website (veja-storemalls.com);
• Returned sneakers that do not match the original order information (e.g., wrong style, counterfeit items).

5. Special Provisions for Quality Issues

• Free Replacement: We will send you a new sneaker of the same style, size, and color for free, and bear all shipping and return costs (if the defective sneaker needs to be returned).
• Full Refund: We will initiate a full refund immediately, and you may keep the defective sneaker (in some cases, we may request return for quality improvement, with return shipping covered by us).

6. Contact Us