Returns & Refunds Policy
Last Updated: October 10, 2026
Welcome to HeMai Shoe Stock, an online footwear retail store serving customers worldwide.
Your satisfaction and shopping experience matter to us. We aim to provide clear and fair procedures for returns, exchanges, refunds, and order-related issues.
This policy explains how to request a return, report a product problem, exchange eligible footwear, and receive a refund.
Nothing in this policy limits mandatory consumer rights under applicable law.
01. Policy Overview
This Returns & Refunds Policy applies to retail footwear purchases made through https://hemaishoestock.com.
Our goal is to provide a clear, fair, and transparent after-sales process for our customers.
We understand that online footwear purchases may occasionally involve sizing concerns, delivery problems, or product issues.
If you need assistance, please contact us using the details provided at the bottom of this policy.
Important: This policy covers retail orders. Your rights may differ depending on your location and the nature of your return request.
02. Return Timeframe
Our standard return policy allows customers to request a return within 30 days after receiving their order.
Please notify us within this timeframe if you wish to return an eligible product.
Once you notify us of your return request, we will provide the next steps, including return instructions.
For customers exercising an applicable statutory right of withdrawal, the separate legal rules governing notice and return deadlines apply.
When Does the Period Begin?
For our standard store policy, the return request period begins when the order is delivered to you.
Longer statutory periods or other mandatory consumer protections take priority where applicable.
03. Return Eligibility
For voluntary change-of-mind returns under our store policy, footwear should generally meet the following conditions:
- The return request is made within the applicable period.
- The shoes have not been worn outdoors or unnecessarily damaged.
- The product is in its original condition, apart from reasonable inspection or fitting.
- Original accessories, labels, and packaging are included where available.
- The customer provides an order number or other proof of purchase.
Consumer rights: Where statutory withdrawal rights apply, customers may inspect goods as they reasonably would in a physical store. Missing packaging or handling does not automatically eliminate those rights.
Eligibility requirements for defective, damaged, or incorrectly supplied items are addressed separately below.
04. How to Request a Return
To request a return or exchange, please follow the steps below.
Contact Customer Support
Send an email to [email protected] or contact us using WhatsApp or LINE.
Provide Order Details
Include your order number, purchased item, contact details, and a brief explanation of your request.
Provide Supporting Information
If the item is damaged, defective, or incorrect, please include photographs where reasonably possible.
Receive Return Instructions
We will review the request and provide suitable return or resolution instructions.
You do not need to send the product back before receiving the appropriate return details.
For applicable statutory withdrawal rights, notifying us clearly of your decision to withdraw is sufficient to exercise that right.
05. Returning Your Items
After receiving return instructions, please prepare your package carefully to help prevent damage during transportation.
- Pack shoes securely.
- Include accessories and original packaging where available.
- Follow the return address and shipping instructions provided.
- Keep your postage receipt and tracking information.
For statutory withdrawal rights where applicable, customers generally have a further 14 days after notifying the seller to send the goods back.
Important: Do not send returns to our publicly listed business location unless we have confirmed that it is the correct return address.
Return destinations may vary depending on the order and the relevant logistics arrangements.
06. Change-of-Mind Returns
If you change your mind after receiving your order, you may request a return within our standard 30-day return window.
The item should generally remain in suitable condition for resale, subject to reasonable inspection and fitting.
For voluntary change-of-mind returns, customers may be responsible for return shipping costs where those costs were properly disclosed before purchase and applicable law permits.
Where a legal right of withdrawal applies, its specific requirements and remedies will govern the return.
07. Wrong Size, Fit or Color
We understand that finding the right fit can be challenging when shopping online.
7.1 Customer-Selected Size
If you ordered a size that does not fit, please contact us to discuss return or exchange options.
Voluntary returns for sizing preferences are subject to our return eligibility rules and applicable law.
7.2 Incorrect Size or Color Delivered
If we sent a size or color different from what you ordered, please contact us for a suitable remedy.
Where the item was incorrectly supplied, we will handle the issue and associated costs in accordance with applicable consumer law.
7.3 Product Display Differences
Minor visual differences may occur due to lighting and screen settings. However, this does not limit your rights when goods are materially different from their advertised description.
08. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incomplete, or incorrect, please contact our customer support team.
When available, provide the following:
- Order number
- Description of the issue
- Photos of the affected product
- Photos of packaging where relevant
- Relevant delivery information
Available Remedies
Depending on the circumstances and applicable law, a suitable remedy may include:
- Replacement
- Exchange
- Repair where appropriate
- Price reduction
- Full or partial refund
Where a product is defective or incorrectly supplied, we will cover required return or remedy costs under applicable law.
Reporting an issue promptly helps us investigate, but does not remove mandatory legal rights.
09. Sale & Clearance Items
Some products on our website may be offered at promotional or clearance prices.
Product-specific conditions, including any known material imperfections, will be disclosed where applicable.
Discounted or clearance items are not automatically excluded from statutory return or refund rights.
Voluntary returns remain subject to the applicable conditions stated in this policy, unless a lawful product-specific condition was clearly disclosed before purchase.
Important: A reduced price does not remove rights relating to defective, incorrect, or misdescribed products.
10. Exchanges
If you wish to exchange your footwear for another size, color, or style, please contact us.
Exchanges depend on stock availability, product eligibility, and applicable consumer law.
If the requested replacement is unavailable, we will explain the available options.
These may include selecting another eligible product, returning the item, or obtaining an applicable refund.
Where an exchange is required as a statutory remedy for non-conforming goods, we will meet the relevant legal obligations.
11. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return and applicable law.
11.1 Change-of-Mind Returns
Customers may be responsible for return postage when legally permitted and properly disclosed before purchase.
11.2 Defective or Incorrect Products
Where goods are defective, incorrectly supplied, or fail to meet mandatory consumer guarantees, we will pay the return costs required by applicable law.
11.3 Return Instructions
Please contact us before arranging return shipping. We will provide the appropriate return destination and available shipping instructions.
No unlawful return or restocking fees will be imposed.
12. Refund Amounts
The amount refunded will depend on the reason for the return, any applicable legal rights, and the circumstances of the order.
12.1 Eligible Product Refunds
Eligible refunds will include the amount paid for the relevant returned product, subject to lawful adjustments where applicable.
12.2 Original Delivery Charges
Where required by law, eligible refunds will also include the standard original delivery charges.
Additional costs for premium delivery services may be excluded where permitted by law.
12.3 Product Handling
Where legally permitted, a deduction may apply for diminished product value resulting from handling beyond what was necessary to inspect the item.
We will not make deductions that violate mandatory consumer rights.
13. Refund Processing & Payment Method
Once a return has been received and reviewed, or once the applicable legal requirements for reimbursement have been satisfied, we will arrange the appropriate refund.
13.1 Refund Method
Refunds are normally issued to the original payment method used for the purchase, including PayPal where applicable.
13.2 Refund Timing
We will process required refunds within the timeframes established by applicable law.
For applicable EU or UK statutory withdrawal rights, reimbursement is generally due within 14 days after the seller is notified of withdrawal, subject to any lawful right to withhold reimbursement until the goods or proof of return are received.
13.3 Payment Provider Processing
Once a refund is issued, the time for funds to appear may depend on your payment provider or financial institution.
Refund assistance: If your refund has not appeared after the applicable processing period, please contact us with your order number.
14. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
14.1 Before Dispatch
We will review cancellation requests received before dispatch and process them according to the order status and applicable law.
14.2 After Dispatch
Once the order has been shipped, cancellation or address changes may not be possible through the carrier.
Customers may still exercise applicable statutory withdrawal and return rights.
14.3 Unavailable Products
If we cannot fulfill an order, we will notify you and arrange the refund required by law.
15. Lost, Missing or Undelivered Packages
If your package is missing or has not arrived within the applicable delivery period, please contact us.
Provide your order number, tracking information, and delivery details to help us investigate.
We will review the order and work with the relevant shipping provider where necessary.
Depending on the investigation and applicable consumer law, a remedy may include delivery of the goods, replacement, or refund.
Customers will not lose mandatory non-delivery rights solely because a carrier reports a particular tracking status.
16. International Returns
HeMai Shoe Stock serves customers in supported international destinations.
Return shipping arrangements may vary according to the customer’s country, product, and the reason for return.
We will provide the relevant return address and instructions after reviewing your request.
Customs procedures may apply to international return shipments.
Import duties and taxes paid to third parties may be subject to separate local refund procedures. This does not reduce refunds we are legally required to provide.
Important: Please do not send items to an unconfirmed address. Contact our support team for the correct return arrangements.
17. Consumer Rights & Policy Updates
17.1 Statutory Consumer Rights
This Returns & Refunds Policy does not replace any mandatory legal rights available to customers.
In certain countries, these rights may include:
- Statutory cancellation or withdrawal rights for online purchases.
- Rights relating to defective or misdescribed goods.
- Legal product conformity guarantees.
- Remedies for non-delivery.
- Refund rights under applicable consumer protection laws.
Where this policy conflicts with mandatory consumer protection requirements, the applicable law will take priority.
17.2 Policy Updates
We may update this policy periodically to reflect changes in our services, procedures, or applicable laws.
Updated terms will be published with a revised “Last Updated” date.
Changes will not retroactively remove rights arising from existing purchases.
18. Contact Us
If you have questions about returns, exchanges, refunds, damaged items, or missing orders, please contact our customer support team.
Please include your order number and relevant details when contacting us about an order.