Cancel, Return, exchange & refund policy

Last updated: April 28, 2025

At Brosneaker, your satisfaction is our top priority. If you’re not completely happy with your purchase, we are here to make the return and refund process as clear and convenient as possible. Please review the policy below to understand how modification/cancellation, returns, exchanges, and refunds work with us.

Order modification/cancellation

  • Modification or Cancellation Requests:
    • Please contact us as soon as possible at [email protected] if you need to modify or cancel your order.
    • Include your order number and details of the requested modification or cancellation.
  • Cancellation Fee:
    • A 4.5% cancellation fee of the order value will apply to all canceled orders.
    • Orders that have already been fulfilled cannot be canceled.
  • Order Status:
    • To check the status of your order, contact Customer Support via email at [email protected].

Eligibility for Returns

  • Timeframe: You may request a return within 30 days from the date of delivery.
  • Condition: Items must be unworn, unwashed, and in original condition with all original tags and packaging included.
  • Non-Returnable Items:
    • Customized or personalized products
    • Sale or clearance items, unless defective or damaged upon delivery

How to Initiate a Return

  1. Contact Us: Email [email protected] with your order number, the reason for return, and photos if applicable.
  2. Approval: Once your return is approved, we will provide instructions and the return address.
  3. Shipping: Return shipping is the responsibility of the customer unless the item is defective or incorrect. We recommend using a tracked shipping service for your safety.

Refund Policy

  • Processing Time: Refunds are processed within 5–7 business days after we receive your returned item.
  • Refund Method: Refunds will be issued to your original payment method.
  • Deductions: If the return is not due to our error, shipping costs may be deducted from your refund amount.

Exchanges

We do not offer direct exchanges at this time. If you need a different size or item, please return your original purchase and place a new order.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 7 days of delivery. Include your order number and photos of the issue. We will either send a replacement at no additional cost or issue a full refund.

Important Notes

  • Original Shipping Costs: These are non-refundable unless the return is due to our mistake.
  • Customs Fees: Any customs duties or import taxes incurred are non-refundable and the customer’s responsibility.
  • Processing Delays: During peak periods or holidays, refund processing times may be slightly longer.

Need Help?

If you have any questions or need assistance with your return or refund, don’t hesitate to contact us:

Email: [email protected]

We’re committed to ensuring your satisfaction and resolving any issues promptly.