Return and refund policy

RETURN & REFUND POLICY

Last Updated: June 2024

Thank you for shopping with PTShoes. We value our customers and strive to ensure satisfaction with every purchase.

Returns

We accept return requests within 14 days of delivery.

To be eligible for a return:

  • Items must be unused, unworn, and in their original condition.

  • Items must be returned with original packaging, tags, and accessories.

  • Proof of purchase is required.

Returns that do not meet these conditions may not be accepted.

Non-Returnable Items

The following items cannot be returned:

  • Sale or clearance items

  • Gift cards

  • Customized or personalized products

  • Items showing signs of wear, damage, or alteration

Return Process

To initiate a return, please contact our customer support team:

Email: support@ptkicks.com

WhatsApp: +852 9015 0944

Please provide:

  • Order Number

  • Full Name

  • Reason for Return

  • Photos (if applicable)

Our team will review your request and provide return instructions.

Refunds

Once your return is received and inspected, we will notify you regarding the approval status of your refund.

If approved, refunds will be issued to the original payment method within 5–10 business days.

Please note that processing times may vary depending on your bank or payment provider.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

Please include clear photos of:

  • The product

  • The packaging

  • The shipping label

We will work with you to provide an appropriate resolution.

Exchange Policy

We currently offer exchanges for items that arrive damaged, defective, or incorrect.

For size-related issues, customers are encouraged to review sizing information carefully before placing an order.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.

Original shipping charges are non-refundable.

Cancellations

Orders may be canceled within 12 hours of purchase.

Once an order has been processed or shipped, cancellation requests may no longer be accepted.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: support@ptkicks.com

WhatsApp: +852 9015 0944

Customer Support Hours:
Monday – Friday
9:00 AM – 6:00 PM (UTC+8)

Thank you for shopping with PTShoes.