Refund policy
We want you to be happy with your purchase. If you are not satisfied with the quality or performance of your item, you can return it within 14 days of the purchase date for a refund (subject to the Change of Mind terms below).
Eligibility for Returns:
Items must be unused, in their original condition, and with all original packaging and accessories.
If the original packaging is unavailable, please repack your item securely in a sturdy box with appropriate protective materials.
Promotional sale items are final sale and cannot be returned or refunded unless there is a manufacturer defect.
Change of Mind:
Please choose carefully before purchasing. Our policy regarding changes of heart is as follows:
- Within 24 Hours of Order Placement: If you change your mind within 24 hours after placing your order, we will provide a refund to your original payment method. Please note that international payment processing fees (approximately 5%) are non-refundable and will be deducted from the total refund.
- Post-24 Hours (Before Shipment): If you change your mind after 24 hours but before your order has been dispatched, we will provide store credit to the full value of your order.
- Post-Shipment (In Transit): If you change your mind after the order has been shipped but before delivery, a restocking fee will be applied and you will receive store credit for 80% of the total amount paid.
- Post-Delivery: We do not accept change-of-mind returns once a product has been delivered.
Damages & Issues:
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, please contact us immediately at support@feetyfirst.com with your order number so we can assess the issue and make it right.
To be eligible for a remedy on the grounds of fault, damage, or incorrect items:
- You must notify us within 7 days of receiving the product.
- You must provide clear photographic or video evidence of the fault, damage, or reaction.
- For adverse reactions: evidence must demonstrate the reaction is consistent with product use and is not attributable to a pre-existing condition or concurrent use of other products.
- The product must have been used as directed.
We reserve the right to assess each claim on a case-by-case basis and may request additional information before approving a remedy.
Subscriptions:
Due to the discounted pricing offered on subscription orders, the following terms apply:
- No refunds are available on subscription orders cancelled before the completion of the 3-cycle (24-week) subscription period.
- Subscriptions may only be cancelled after the full subscription cycle has been completed.
- If you have questions about your subscription, please contact us at support@feetyfirst.com.
International Shipping & Delivery Timeframes:
Please be aware that international shipping involves complex logistics, including multiple courier handovers and customs clearance procedures. These processes, along with potential weather-related disruptions or other force majeure events, are beyond our direct control.
Therefore, we can only process a refund for non-delivery if your order has not been received after 60 days from the original order date.
Additionally:
- If your order reaches 60 days without delivery and there has been no tracking update for at least 15 consecutive days, we will proceed with a full refund.
- If your order reaches 60 days but the tracking information has been updated within the last 15 days, the shipment is considered still in transit. In this case, we are unable to offer a full refund, but we will provide compensation in the form of a discount of up to 50% for your next order.
- Claims for non-delivery filed before the 60-day window will not be eligible for a refund.
Order Verification & Delivery Issues:
To ensure a smooth delivery process, please note the following policies regarding order fulfillment and carrier issues:
- Fulfillment Verification: If we encounter an issue while preparing your order, we will reach out via email to verify your details and ensure the package is sent to the correct recipient. If we do not receive a reply within 2 weeks, we will refund 100% of your order amount in the form of store credit, allowing you to safely reorder with accurate information.
- Unreachable Customers & Carrier Issues: If the carrier notifies us of a problem during delivery (e.g., they cannot reach you by phone or locate your address), we will try to contact you via email to rearrange delivery or notify you of a local pickup location. If you do not reply to our notice or pick up the order within the timeframe dictated by the local carrier's policy, the package may be deemed abandoned and subsequently lost or discarded by the carrier. Once we eventually receive a response from you, we will assess the situation and propose a resolution, such as issuing a partial refund at our discretion.
How to Initiate a Return:
Contact our customer support team at support@feetyfirst.com to request a return authorization and receive the appropriate return address.
Include your original receipt or proof of purchase with your return.
If we receive your return request within 14 days of the original purchase date, we will cover the return shipping costs. For requests submitted after this 14-day window, you are responsible for return shipping costs. Original shipping costs are non-refundable.
We recommend using a trackable shipping method to ensure your return arrives safely.
Refunds (if applicable):
Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. Please note that all approved refunds are subject to a 20% restocking fee, which will be deducted from your final refund amount.
If approved, your refund will be processed within 3 business days and credited to your original payment method. Please allow additional time for your bank or credit card company to process the refund.
Late or Missing Refunds:
If you haven't received your refund after 7 business days, please follow these steps:
- Double-check your bank account.
- Contact your credit card company.
- Contact your bank.
If you've done all of the above and still haven't received your refund, please contact us at support@feetyfirst.com.
Exchanges:
We currently do not offer exchanges. If you need a different size or product, please return your original item for a refund and place a new order.
Questions?
If you have any questions about our return policy, please contact us at support@feetyfirst.com.