Replacement & Refund Policy

Effective Date: June 01, 2026

At DIYSNEAKS, your satisfaction is our absolute mission. Because every pair of our custom sneakers is uniquely crafted and made-to-order just for you, we handle returns, replacements, and refunds with clear guidelines to protect both your experience and our craftsmanship.

1. 100% Free Replacements (Damaged or Wrong Items)

If the mistake is ours, we will make it right instantly. We offer a 14-day replacement guarantee if your item arrives with any of the following issues:

• Manufacturing defects (stitching issues, sole separation, or structural problems).
• Severe print flaws, severe discoloration, or incorrect design alignment that does not match your order preview.
• Wrong product size, model, or color sent compared to your original order confirmation.

How to claim: Simply email support@diysneaks.com with your order number and clear photos/videos showing the flaw. We will ship a brand-new replacement pair completely free of charge. No need to ship the defective item back!

2. Sizing & Customer Mistakes (Important)

Because every item is custom-tailored for your order, we cannot issue refunds or free replacements for buyer’s errors, which include:

• Choosing the wrong US/EU shoe size (please carefully review our Size Guide before buying).
• Providing an incorrect or incomplete shipping address at checkout.
• Changing your mind after the items have entered production.
• Minor print variations or color differences caused by monitor display settings (not considered a defect).

3. Flexible Refund & Return Solutions

For eligible return requests that do not qualify for a free replacement, we offer a tiered solution to resolve your issue fairly:

• Step 1: Friendly Consultation: Our team will first listen to your concerns and explore possible adjustments or alternatives.
• Step 2: Discount or Store Credit: If you still wish to proceed with a return, we may offer a partial discount (50%–80% off) or a gift card for future purchases as a hassle-free alternative.
• Step 3: Full Refund: If none of the above options work for you, we may process a full refund as a final resolution. Please note: For non-quality related returns, original shipping fees are not refundable.

4. Order Cancellations & Modifications

We allow order cancellations or modifications (size, address, design change) strictly within 12 hours of order placement. Once this window closes, your order moves into production, and no further changes or cancellations can be processed.

5. Refund Processing Timeline

Once an approved refund is processed by our support team, the credit will automatically apply to your original payment method (Credit card, PayPal, Shop Pay) within 1–3 business days, depending on your bank’s policies.

For returns where the item needs to be shipped back to our hub, please allow 48 hours for our quality inspection team to review and approve your return once received. After approval, refunds will be issued immediately.