I've received a faulty/damaged item

If you discover that your item is faulty or damaged, please follow these instructions to report the issue:

Inspect Your Order Immediately
- Upon receiving your order, carefully inspect all items for any visible damage or defects. This includes checking the sneakers, packaging, and any other accessories that were included in the shipment.
Document the Damage or Fault
- Take clear photos or videos of the damaged or faulty item(s), showing the defects or damage clearly. This documentation is important for processing your claim and ensuring a smooth resolution.
Contact Us as Soon as Possible
- Report the faulty or damaged item to our customer service team within 48 hours of receiving your order.
- You can reach us via:
  - Email: support@sneakersx.co.za
  - Phone: +27 618 248 541
  - WhatsApp: +27 618 248 541 (for updates and support)
- In your message, please include:
  - Your order number
  - A description of the fault or damage
  - The photos or videos showing the issue
We’ll Guide You Through the Resolution
- Once we receive your report, our team will review the information and provide you with instructions on how to proceed. We may offer:
  - A full refund
  - A replacement item
  - A partial refund or discount if the damage is minor but still impacts the product’s quality

If the item is faulty or damaged, we will guide you through the return process. Here’s what you can expect:

Return Authorization
- We’ll issue a return authorization number and return shipping instructions.
Ship the Damaged/Faulty Item Back
- Carefully pack the damaged or faulty item(s) and include all original packaging, if possible.
- Return shipping costs for faulty or damaged items are covered by Sneakers X.
Receive a Refund or Replacement
- Once we receive and inspect the returned item, we will issue a full refund or send a replacement item, depending on your preference.
- Refunds will be processed to your original payment method and typically take 5–7 business days to reflect in your account.

Q: How do I know if my item is faulty or damaged?

Faulty items may have issues with functionality or quality that prevent them from working properly, such as defective stitching, broken parts, or manufacturing defects. Damaged items may have visible defects such as scratches, tears, or crushed packaging that affect the overall product.

Q: Can I exchange a faulty/damaged item?

Yes! If the item is faulty or damaged, we can exchange it for a new one, subject to availability.

Q: Do I have to pay for return shipping if the item is faulty or damaged?

No, return shipping costs for faulty or damaged items are covered by Sneakers X. We will provide you with a return shipping label or instructions.

Q: How long do I have to report a faulty or damaged item?

You must report any faulty or damaged items within 48 hours of receiving your order. After this time, we may be unable to process your claim.

If you’ve received a faulty or damaged item or need assistance with your return, our customer support team is available to help:

We’re here to help resolve any issues and ensure that you’re satisfied with your Sneakers X experience!

Returns & Refunds