Refund policy

1. INTRODUCTION

At RB Footwear, customer satisfaction is important to us. This Return & Refund Policy explains the conditions under which Products purchased through our Website may be returned and refunded.

This Policy forms an integral part of our Terms & Conditions and should be read together with our Privacy Policy and Cookie Policy.

Nothing contained in this Policy limits or excludes any mandatory rights granted to Consumers under applicable Dutch or European consumer protection legislation.

 

 

2. SCOPE

This Return & Refund Policy applies to all purchases made through the RB Footwear Website.

Different rights may apply depending on whether the Customer is purchasing as:

  • a Consumer; or 

  • a Business Customer. 

Where mandatory legislation grants Consumers additional rights, those statutory rights shall prevail.

 

 

3. STATUTORY RIGHT OF WITHDRAWAL

Consumers residing within the European Union generally have the legal right to withdraw from a distance purchase within fourteen (14) calendar days without giving any reason.

The withdrawal period begins on the day after the Consumer receives the Product.

To exercise the right of withdrawal, the Consumer must notify RB Footwear through the Contact page available on the Website before the withdrawal period expires.

Following notification, the Product must be returned without undue delay and no later than fourteen (14) calendar days after the withdrawal notice.

Business Customers are not entitled to the statutory right of withdrawal unless mandatory legislation provides otherwise.

 

 

4. RETURN ELIGIBILITY

To qualify for a return, the Product must:

  • be returned within the applicable return period; 

  • be unused; 

  • be unworn except for reasonable indoor fitting; 

  • remain in original condition; 

  • include the original shoe box; 

  • include all accessories; 

  • include all manufacturer labels; 

  • include authentication tags where applicable; 

  • include any promotional items originally supplied with the Product. 

RB Footwear reserves the right to reject returns that do not comply with these requirements where permitted by applicable law.

 

 

5. CONDITION OF RETURNED PRODUCTS

Products must be returned in substantially the same condition in which they were received.

Products may not:

  • show signs of outdoor use; 

  • contain dirt or stains; 

  • contain unpleasant odours; 

  • be washed; 

  • be cleaned; 

  • be repaired; 

  • be customised; 

  • be repainted; 

  • have damaged packaging resulting from improper return handling. 

Customers are encouraged to inspect Products carefully without using them beyond what is necessary to assess their nature, characteristics and fit.

 

 

6. ORIGINAL SHOE BOX

For collectible and premium sneakers, the original shoe box forms part of the Product.

Customers should not:

  • write directly on the original shoe box; 

  • attach shipping labels directly to the original box; 

  • tape the original box; 

  • damage the original packaging during return shipment. 

The original shoe box should be placed inside a separate shipping carton before return.

Where damage to the original packaging results in a reduction of the Product's value, RB Footwear may reduce the refund where legally permitted.

 

 

7. NON-RETURNABLE PRODUCTS

Returns may not be accepted where permitted by applicable law for Products including:

  • customised Products; 

  • personalised Products; 

  • Products altered at the Customer's request; 

  • Products excluded from withdrawal rights under applicable legislation. 

Where statutory rights apply, those rights remain unaffected.

 

 

8. HOW TO REQUEST A RETURN

Customers wishing to return a Product should submit a return request through the Contact page available on the Website.

The request should include:

  • order number; 

  • name of the Customer; 

  • reason for the return; 

  • photographs where relevant; 

  • any additional information necessary to process the request. 

RB Footwear may provide further return instructions before the Product is shipped back.

 

 

9. RETURN SHIPPING

Unless otherwise required by mandatory law:

  • Customers are responsible for return shipping costs; 

  • Customers remain responsible for the Product until it has been received by RB Footwear; 

  • Customers are strongly advised to use a fully insured and trackable shipping service. 

RB Footwear is not responsible for returned Products that are lost, stolen or damaged during return transportation.

 

 

10. INSPECTION OF RETURNS

All returned Products are inspected after arrival.

During inspection, RB Footwear may verify:

  • authenticity; 

  • condition; 

  • completeness; 

  • packaging; 

  • accessories; 

  • serial numbers; 

  • authentication labels; 

  • compliance with this Policy. 

Inspection may require several business days depending on operational workload.

No refund will be processed until the inspection has been completed.

 

 

11. REFUNDS

Once the returned Product has been inspected and approved, RB Footwear will process the refund without undue delay and, where applicable, within the period required by mandatory law.

Refunds will normally be issued using the same payment method used for the original purchase unless another method has been agreed with the Customer.

Where legally permitted, RB Footwear may withhold reimbursement until:

  • the returned Product has been received; or 

  • satisfactory proof of return shipment has been provided, 

whichever occurs first.

Refunds will only cover amounts that are legally refundable.

Unless required by applicable law, refunds do not include:

  • customs duties; 

  • import taxes; 

  • brokerage fees; 

  • currency conversion costs; 

  • foreign transaction fees; 

  • charges imposed by banks or payment providers. 

 

 

12. PARTIAL REFUNDS

Where permitted by applicable law, RB Footwear reserves the right to issue a partial refund if the returned Product has diminished in value due to handling beyond what is necessary to establish its nature, characteristics and functioning.

Examples include, but are not limited to:

  • visible signs of wear; 

  • damaged packaging; 

  • missing accessories; 

  • removed authentication tags; 

  • damaged manufacturer labels; 

  • missing original shoe box; 

  • stains or odours; 

  • unauthorised cleaning; 

  • unauthorised repairs or modifications. 

The amount deducted shall reflect the actual reduction in value of the Product.

 

 

13. EXCHANGES

RB Footwear does not guarantee that exchanged Products will be available.

If an exchange is requested and the requested Product is available, RB Footwear may, at its sole discretion, facilitate the exchange.

Where an exchange is not possible due to stock availability or other operational reasons, the Customer may instead be offered a refund where applicable.

Any price differences between Products may need to be paid by the Customer or refunded by RB Footwear, depending on the circumstances.

 

 

14. DEFECTIVE OR INCORRECT PRODUCTS

If the Customer receives:

  • an incorrect Product; 

  • a Product damaged during transport; 

  • a Product with a manufacturing defect; or 

  • a Product that does not conform to the Agreement, 

the Customer should notify RB Footwear through the Contact page as soon as reasonably possible after discovering the issue.

Customers may be asked to provide:

  • the order number; 

  • photographs; 

  • a description of the issue; 

  • additional information necessary to investigate the claim. 

Where the claim is valid under applicable law, RB Footwear may, at its discretion and where legally permitted:

  • repair the Product; 

  • replace the Product; 

  • provide an equivalent Product; 

  • issue a full refund; 

  • issue a partial refund where appropriate. 

Nothing in this Policy limits any mandatory statutory rights available to Consumers.

 

 

15. LATE OR MISSING REFUNDS

If a Customer believes a refund has not been received, the Customer should first:

  • verify the original payment account; 

  • contact the relevant bank or payment provider; 

  • allow reasonable processing time. 

Processing times may vary depending on the financial institution involved.

If the refund still cannot be located after completing these steps, the Customer may contact RB Footwear through the Contact page.

 

 

16. BUSINESS CUSTOMERS

Unless otherwise agreed in writing or required by mandatory legislation, Business Customers are not entitled to the statutory consumer withdrawal rights.

Returns from Business Customers may only be accepted at the sole discretion of RB Footwear.

Any approved business return may be subject to additional conditions, including:

  • restocking fees; 

  • inspection requirements; 

  • transport arrangements; 

  • commercial agreements between the parties. 

 

 

17. ABUSE OF THE RETURN POLICY

RB Footwear reserves the right to refuse future returns, suspend Customer accounts or reject future Orders where there is reasonable evidence of abuse of this Return & Refund Policy.

Examples of abuse may include:

  • repeated excessive returns; 

  • returning worn Products; 

  • fraudulent return claims; 

  • returning counterfeit Products; 

  • replacing authentic Products with different items; 

  • misuse of the statutory withdrawal right; 

  • providing false information. 

RB Footwear may take appropriate legal action where fraudulent activity is suspected.

 

 

18. CHANGES TO THIS POLICY

RB Footwear reserves the right to amend this Return & Refund Policy at any time.

Any revised version shall become effective upon publication on the Website unless otherwise required by applicable law.

Customers are encouraged to review this Policy periodically before placing an Order.

 

 

19. CONTACT

Questions regarding returns, refunds or exchanges may be submitted through the official Contact page available on the Website.

RB Footwear will make reasonable efforts to respond to return-related enquiries as quickly as reasonably possible.

 

 

20. EFFECTIVE DATE

This Return & Refund Policy becomes effective immediately upon publication on the Website.

By placing an Order through the Website, the Customer acknowledges having read and understood this Return & Refund Policy.

End of Return & Refund Policy