Refund policy

Returns and Refunds Policy

Effective date: 11 September 2026

Last updated: 12 September 2026

1. Your 14-day right of withdrawal

For consumer distance purchases, you have 14 calendar days to tell us that you wish to withdraw, without giving a reason. The period is calculated from physical receipt by you or a person you designate other than the carrier; the day of receipt is not counted. For several goods ordered together and delivered separately, it runs from receipt of the last good; for goods delivered in several parts, from the last part. Mandatory rules extending the deadline remain applicable. You may also withdraw before delivery.

After notifying us, send the goods back without undue delay and within a further 14 calendar days. The deadline concerns dispatch, not arrival at our warehouse. These rights are separate from claims about faulty, incorrect or non-conforming goods, which are not limited to this 14-day period.

To meet the withdrawal deadline, it is sufficient to send your clear withdrawal statement before it expires. Keep evidence of when you sent it.

2. Tell us and return your parcel

Notify info@sneakermood.eu, send a clear written statement to SM Company Distribution Kft., 1089 Budapest, Kőris utca 2. I. em. 2. ajtó, Hungary, or use Withdraw from contract, available through the website's withdrawal link. Online withdrawal is confirmed without undue delay by email or another durable medium, including the statement and submission date and time. You may use the model form below, but no special form, reason, account or prior approval is required to exercise the statutory right. Please include enough information to identify the order and the items concerned.

Goods return address: SM Company Distribution Kft., 1089 Budapest, Kőris utca 2. I. em. 2. ajtó, Hungary. The registered office is the address for legal correspondence; use the stated goods return address for parcels. Contact us promptly if you need assistance, but do not wait for a reply before sending a timely withdrawal statement. An internal return reference helps identification and is not a condition of your legal rights.

This address accepts return parcels; it is not a physical shop or a customer collection point. Personal visits or handovers require an express prior appointment.

Customer service: +31 6 11612622; info@sneakermood.eu.

3. Return shipping within the European Union

For a change-of-mind return, you pay the direct return shipping cost. You may request our prepaid return label from any EU member country for €14.95 per return parcel, including applicable VAT. This is a return transport charge, not a restocking or inspection fee. The number of labels and total charge are shown before you choose them. Several items from the same order may share a suitable parcel; do not combine different orders without checking the identification instructions with us.

If you request our label, you authorise deduction of its €14.95 charge from the refund when that label is used. An unused, cancellable label is not charged. If the refund does not cover the agreed charge, we explain the payment arrangement before supplying the label. Use its named carrier and drop-off instructions. If the service is technically unavailable at your EU address, contact us so we can arrange an equivalent return option at no higher agreed transport charge. No undisclosed island or remote-area surcharge is added to this offer.

You may instead arrange and pay for your own suitable carrier. In that case no SneakerMood label fee is deducted. The cost is what your chosen carrier charges. We recommend tracking and appropriate insurance, particularly for valuable goods, and keeping proof of dispatch showing the destination and parcel information. We do not accept cash-on-delivery parcels or customer-imposed collection charges.

If your refund is in a currency other than euros, we disclose the equivalent return-label charge before you request the label.

4. Returns from outside the EU

For change-of-mind returns from outside the EU, we do not provide a prepaid label or arrange collection. You select the carrier, obtain and pay for the label, dispatch the parcel, and arrange the return customs formalities. We supply the return address and any necessary documents within our control. This does not shift our own statutory or customs obligations to you.

The €14.95 label offer does not apply outside the EU. For change-of-mind returns from those destinations, you arrange and pay for transport and any legally chargeable direct return customs or clearance costs. Obtain a carrier quote before sending and follow the applicable customs requirements. Describe the parcel accurately as returned goods and include the original order or invoice reference; do not understate the value or falsely describe it as a gift.

Where a customs charge is lawfully recoverable from you, we claim only the actual, documented amount and explain it. We do not pass on costs caused by our error, add a blanket customs penalty or exclude mandatory local consumer rights. Duties paid directly to a customs authority or carrier must normally be reclaimed from that recipient under its applicable procedure.

5. Condition, packaging and inspection

You may inspect and try on the goods only to the extent necessary to establish their nature, characteristics and functioning, as you reasonably would in a shop. Try footwear on a clean indoor surface. Return the same goods with all supplied accessories, spare laces, tags and product packaging. Protect the original shoe box with an outer shipping package; do not tape it or attach a shipping label directly to it.

We inspect returned goods for identity, completeness and condition. You are liable for any loss in value caused by handling beyond what is necessary for inspection. This includes, where it causes an actual loss, wear, washing, soiling, odours, damage, missing accessories and avoidable damage to product packaging. We reserve the right to deduct the substantiated loss from your refund to the extent permitted by law and will provide the basis of our assessment. A deduction may reach the full price paid for the affected product only if the substantiated loss equals that amount.

Opening ordinary packaging or removing an ordinary tag does not by itself cancel the statutory right of withdrawal. Where statutory conditions for diminished-value liability are absent, no such liability arises.

Returning a different product, counterfeit substitute or empty parcel does not fulfil your obligation to return the goods purchased from us. In such cases we may withhold the relevant refund to the extent legally permitted while we investigate the discrepancy, and pursue substantiated claims. We communicate the relevant findings to you.

6. Refund amount and timing

We inspect returned goods promptly and determine the amount due under this policy. Reimbursement is made without undue delay and no later than 14 days after we receive your withdrawal notice, subject to our statutory right to withhold it. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide sufficient evidence that you have sent them back, whichever occurs first. Inspection does not start a new refund period. A valid claim identified after reimbursement may be pursued separately.

For withdrawal from the entire order, we reimburse the amount paid for the goods and the paid cost of our least expensive standard outward delivery. Any extra charge for an expressly chosen premium or express delivery service is not reimbursed. If standard outward delivery was free, there is no paid delivery charge to repay. For a partial return, we repay the amount paid for the returned goods and any outward delivery charge that must legally be repaid; a delivery charge that would have been the same for the retained goods is not refunded.

The requested and used €14.95 EU return label is at your expense for a change-of-mind return and is deducted from the refund with your authorisation. This is separate from outward delivery. If you arrange your own carrier, we do not deduct our label charge and do not reimburse your return transport cost. Necessary returns for goods for which we are responsible under statutory conformity rights are treated under section 7.

Refunds go to the original payment method unless you expressly agree to another method without extra cost. We itemise any return-label charge and lawful diminished-value deduction. Payment providers may take additional time to display the refund after we initiate it; that does not extend our legal deadline. We do not impose store credit in place of a legally due monetary refund.

The refunded product amount is the amount actually paid, with discounts allocated as recorded in the order. Promotional discounts have no separate cash refund value. We do not retrospectively change an agreed bundle price or withdraw free standard delivery solely because a lawful return brings the retained subtotal below €180. Payments funded by a gift card are refunded to the same payment instrument where possible, subject to mandatory rights.

For a withdrawal from the entire order, we also refund any cash-on-delivery payment surcharge that we collected.

7. Faulty, damaged or incorrect products

Contact info@sneakermood.eu with the order details and a description of the issue. Photographs and packaging evidence can help; an unboxing video or a complaint within 24 or 48 hours is not a condition of statutory rights. Give us a reasonable opportunity to examine the goods and provide the legally appropriate remedy. Where we are responsible for non-conformity, the necessary return, repair or replacement costs are ours: the €14.95 change-of-mind charge does not apply. The remedies and country-specific rules are explained in the Terms of Sale.

8. Exceptions and exchanges

Statutory withdrawal exclusions apply only to products that meet the legal conditions and are identified accordingly before purchase. In particular, genuinely made-to-specification or clearly personalised goods may be excluded, as may sealed goods genuinely unsuitable for return for health or hygiene reasons once unsealed. An ordinary sneaker, standard size, limited release or authenticity tag does not, by itself, meet those conditions.

We may decline a change-of-mind return where no statutory or expressly agreed return right exists, including a notification after the applicable withdrawal period has expired or a valid statutory exclusion. This does not limit separate rights for faulty or non-conforming goods.

We do not offer an additional unconditional return period or a guaranteed direct size exchange. For an ordinary size change, use the return procedure and place a new order. Statutory replacement rights for faulty goods remain unaffected. Business purchases have no voluntary change-of-mind return unless expressly agreed; applicable defect rights remain.

A voluntary return outside your statutory or expressly agreed rights requires our prior written agreement, including any disclosed return costs or other agreed charge. Do not send goods expecting such an exception without that agreement; it does not limit any existing statutory right.

9. Cancellation and our European supplier network

SneakerMood works with an extensive network of verified European suppliers and independent resellers. Our selection includes goods held by us and goods available through this network. For goods supplied through our partners, arrival at our premises is followed by authenticity, condition and order-completeness checks before dispatch to you. The stated 2–14 business day delivery estimate includes supplier coordination, arrival, verification, preparation and delivery. An item available through our network is not necessarily ready for immediate dispatch from our own premises. SneakerMood remains your seller and is responsible for the agreed delivery and statutory remedies.

To cancel before delivery, send an unequivocal withdrawal notice using section 2. We will try to stop dispatch. If the parcel was already handed to the carrier when your notice reached us, the return arrangements and applicable direct return costs in this policy apply. Costs caused by our dispatching after a timely withdrawal notice are not passed on to you.

Ordering from our supplier does not remove your statutory withdrawal right. No cancellation or sourcing fee is charged for exercising that right. Once processing has begun, we may decline a request to change the size, model or contents of an order; you can instead exercise any available withdrawal right and place a new order.

10. Return transport and proof of dispatch

Pack the goods securely, use the correct return address and follow the carrier instructions for any label supplied by us. Hand the parcel to the carrier named on that label; another carrier may not accept or honour it.

Keep the carrier's paper or electronic acceptance receipt, tracking details and other reliable proof of actual dispatch. The evidence should identify the return parcel, destination and handover. A label created without handover is not proof of dispatch. If neither the goods nor sufficient dispatch evidence has reached us, we may withhold reimbursement under section 6. A missing paper receipt is not a ground for rejecting equivalent reliable evidence.

You are responsible for loss or damage legally attributable to you, including loss caused by inadequate packaging, misaddressing or misuse of a supplied label. We may seek the substantiated actual loss and apply a lawful set-off against your refund, with an explanation. If you arrange your own carrier, cooperate with its claim procedure. For a return carrier arranged by us, contact us so we can investigate with it. Our own responsibility and mandatory refund deadlines remain applicable; a carrier investigation alone does not extend them.

11. Uncollected parcels and address errors

Refusing delivery or leaving a parcel uncollected does not, by itself, communicate a clear withdrawal notice. Tell us expressly if you want to withdraw. Check your address and follow the delivery and collection notifications.

If a parcel comes back uncollected, we will notify you and ask you to contact us within 7 calendar days of receiving our notice to arrange the next step. Redelivery caused by an address error or unjustified non-collection attributable to you is at your expense, at a price disclosed and agreed before redelivery. If you do not resolve the failure to take delivery within a reasonable additional period stated in our notice, we may terminate where the law permits, after any further required notice, and settle the amounts due. Silence is not treated as a withdrawal statement or forfeiture of the purchase price.

We reserve the right to recover reasonable, actual and documented additional costs legally caused by your breach, including return carriage and agreed redelivery. We itemise the basis and amount and deduct only where lawful. Ordinary order administration, costs caused by us or our carrier, and the same cost twice are not charged. A valid withdrawal is handled under the withdrawal cost rules, without an additional handling penalty.

12. Discount codes and separate orders

Enter a valid discount code before placing the order. We do not add codes or grant voluntary price adjustments retrospectively. Codes cannot be combined with other codes, promotions or bundle discounts unless the specific offer expressly allows it. An expressly offered bundle or permitted combination remains available on its stated terms. This does not prevent correction if we failed to apply the price or discount actually agreed for your order.

Orders placed separately are processed separately and cannot be combined afterwards at the customer's request. Each order has its own delivery charge and free-shipping threshold. Place the items in one order if you want them processed together; we may still split delivery as explained in the Shipping Policy. Separate orders cannot be added together retrospectively to qualify for free shipping. Statutory withdrawal rights remain available.

13. Model withdrawal form

To: SM Company Distribution Kft., 1089 Budapest, Kőris utca 2. I. em. 2. ajtó, Hungary; info@sneakermood.eu.

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Goods: ________

Order number, if available: ________

Ordered on / received on: ________

Name of consumer(s): ________

Address of consumer(s): ________

Date: ________

Signature of consumer(s), only if submitted on paper: ________

Delete whichever wording does not apply. This form is optional.