Effective Date: March 26, 2025

1. Introduction & Scope

This Refund Policy outlines the specific circumstances under which Underkicks LLC (“we,” “us,” “our”) will issue refunds for products purchased through underkicks.com. This policy is distinct from, and complements, our main Return Policy, which covers procedures for returning unwanted items that are otherwise in new condition. This Refund Policy focuses on situations involving product issues, order fulfillment errors, or delivery failures.

2. Eligible Refund Scenarios

We will issue refunds under the following specific circumstances, subject to verification:

  • Product Defects or Damage Upon Arrival: If an item you receive has a significant manufacturing defect or was damaged during transit before delivery to you. This must be reported promptly upon receipt (See Section 3).
  • Incorrect Product Shipped: If you receive an item that is different from what you ordered (wrong model, size, or color confirmed against your order details).
  • Order Cancellation (Pre-Shipment): If you successfully request to cancel your order before it has been processed and dispatched from our facility. Cancellation requests are not guaranteed once an order is placed.
  • Out-of-Stock Items After Purchase: In the rare event an item you successfully purchased becomes unavailable or out of stock before shipment, we will notify you and issue a full refund for that item.
  • Confirmed Lost Shipment: If your package is confirmed lost in transit by the shipping carrier after they have completed a formal investigation.

3. How to Request a Refund Under This Policy

  1. Contact Customer Service Promptly: For issues like defects, damage, or incorrect items, please contact our customer service team at [email protected] as soon as possible after delivery (ideally within 3 to 5 days). For other scenarios (cancellation, lost package inquiry), contact us relevantly.
  2. Provide Necessary Information: Include your order number, a detailed explanation of the issue, and mandatory photographic/video evidence clearly showing the defect, damage, or incorrect item received. For lost package inquiries, provide your tracking number.
  3. Await Review & Instructions: Our team will review your request and evidence. We may ask for additional information. We will notify you of the outcome and provide further instructions.
  4. Item Return May Be Required: Please note that for refunds related to defective, damaged, or incorrect items, we will typically require you to return the item following specific instructions we provide (we will cover return shipping costs in these verified cases, see Section 5). Do not discard items unless explicitly instructed.

4. Refund Processing

  • Approval: Once your refund request is reviewed and approved (and the item returned, if required), we will initiate the refund process.
  • Timeframe: Approved refunds will be processed within 5-10 business days after approval.
  • Method: Refunds will be credited back to the original method of payment used for the purchase.
  • Confirmation: You will receive an email notification once your refund has been processed. Please allow additional time for your bank or credit card 1 company to post the refund to your account.  

5. Refund of Shipping Costs

  • Original Shipping: The original shipping costs paid when placing your order will be refunded ONLY IF the refund is issued due to:
    • A confirmed manufacturing defect or damage present upon arrival.
    • An incorrect item shipped by Underkicks LLC.
  • Non-Refundable: Original shipping costs are not refundable for refunds issued due to pre-shipment order cancellations, out-of-stock items after purchase, or confirmed lost packages (unless the loss was due to our direct error before carrier handoff). Return shipping costs incurred by the customer are only covered by us in the specific exception cases mentioned above (Section 3, Point 4).

6. Situations Not Covered by This Refund Policy

This policy specifically addresses refunds for the scenarios listed in Section 2. It does not typically cover refunds for:

  • Change of Mind / Unwanted Items: If you receive a correct, non-defective item but decide you no longer want it (Please refer to our main Return Policy for potential eligibility).
  • Customer Sizing Errors: Ordering the incorrect size (Please refer to our main Return Policy for potential eligibility if the item is returnable). We recommend consulting size guides before ordering.
  • Normal Wear and Tear: Issues arising from normal use, aging, or expected degradation of materials over time.
  • Customer-Caused Damage: Damage resulting from misuse, accidents, improper care, alterations, or negligence after delivery.
  • Issues Not Reported Promptly: Defects or damages not reported within a reasonable timeframe after delivery, potentially hindering verification.
  • Minor Cosmetic Imperfections: Minor variations inherent in manufacturing that do not affect the item’s performance or structural integrity (See Quality Control details in T&C).

7. Contact Us

For any questions specifically about this Refund Policy or to initiate a refund request based on the scenarios herein, please contact us at [email protected].