Refunds and Disputes

We offer refunds in the following circumstances:

Faulty or Damaged Items
- If you receive an item that is faulty or damaged upon arrival, you are entitled to a refund or replacement. Please refer to our I’ve Received a Faulty/Damaged Item page for more details on how to proceed.
Incorrect Items
- If you receive an item that is different from what you ordered (wrong size, color, or model), we will provide a full refund or replacement once we receive the returned item.
Order Cancellation
- If you wish to cancel your order, you can do so within 24 hours of placing it, provided that the item has not yet been dispatched. Cancellations after the item has been shipped may not be accepted unless specified under our returns policy.
Change of Mind
- Unfortunately, we do not offer refunds for change of mind. Please carefully review your order before finalizing your purchase.

Contact Us
- If you believe you are eligible for a refund, please contact our customer support team by email or phone as soon as possible.
  - Email: support@sneakersx.co.za
  - Phone: +27 618 248 541
  - WhatsApp: +27 618 248 541
Provide Details
- When requesting a refund, please provide the following information:
  - Order Number
  - Proof of Purchase (receipt or order confirmation)
  - Description of the Issue (faulty, damaged, incorrect item, etc.)
  - Photos of the Item (if applicable)
Review and Approval
- Once we receive your request, we will review it and determine if the refund is valid. If approved, we will process the refund as quickly as possible. Refunds will be credited to the original payment method.
Return the Item
- If necessary (e.g., for faulty or incorrect items), you will be asked to return the item to us. We will provide instructions on how to send the item back and will cover the return shipping costs for faulty or incorrect items.

Once your refund request is approved, please note the following processing times:

The exact time may vary depending on your bank or payment provider.

If you have a dispute regarding your order or refund, please follow these steps:

Contact Our Customer Support Team
- We encourage you to contact us first to resolve any issues. Our team will work with you to find an amicable solution.
Provide All Relevant Information
- Be sure to provide any documentation or evidence that supports your case, such as order details, receipts, and photos of faulty or incorrect items.
Escalation Process
- If a resolution cannot be reached through our customer support team, your dispute may be escalated to higher management for further review. We aim to resolve all disputes fairly and promptly.
Dispute Resolution Options
- If the issue is not resolved to your satisfaction, you may consider pursuing a claim through the payment provider (e.g., PayPal, bank, credit card company) depending on the nature of the dispute.

Q: How do I know if I’m eligible for a refund?

You are eligible for a refund if your item is faulty, damaged, or incorrect. We also offer refunds for order cancellations within 24 hours before dispatch.

Q: How long does it take to get a refund?

Refunds typically take 3–10 business days to process, depending on your payment method.

Q: Can I return an item for a refund if I changed my mind?

We do not offer refunds for change of mind. Please review your order carefully before purchasing.

Q: What if I have a dispute over my order?

If you have a dispute, please contact our customer support team for assistance. We’ll do our best to resolve the issue promptly.

If you need further assistance with a refund or dispute, please contact us using the details below:

We’re here to assist you and ensure that your issue is resolved quickly and fairly!

Fees & billing