Return and Refund Policy

Return and Refund Policy for Gripagoal

At Gripagoal, we aim to provide a straightforward and transparent experience for every shopper in Hong Kong. We understand that sometimes an order might not arrive as expected, and we have established a clear set of guidelines to address these situations fairly.

Our policy is designed to align with the Sale of Goods Ordinance and the Control of Exemption Clauses Ordinance of Hong Kong, ensuring your consumer rights are respected while maintaining an efficient operational flow.

Step 1: The Window

Our return policy remains active for a period of 30 days starting from the date your package is delivered to your doorstep. This timeframe gives you ample opportunity to inspect your new footwear and ensure everything is in order. It is important to note that any request submitted after this 30-day window cannot be processed.

We encourage all our customers to open their packages and verify the contents as soon as they receive them to stay within this eligibility period. This window is consistent with the reasonable timeframes suggested under the Sale of Goods Ordinance (Cap. 26) for the rejection of non-conforming goods.

Step 2: Validation

To maintain a sustainable service for the Hong Kong community, we only accept returns based on specific criteria. Valid reasons for a return or replacement include receiving a physically damaged product, an incorrect item that does not match your order, or a size misfit. These categories fall under your statutory rights where goods must be of "merchantable quality" and "correspond with the description" as required by Hong Kong law.

However, we do not entertain any returns, exchanges, or refund requests due to a "change of mind." This means if you simply decide you no longer want the shoes or prefer a different style after the purchase is finalized, we cannot facilitate a return. We ask that you remain completely sure about your selection before placing your order.

This approach allows us to keep our logistics efficient and avoid unnecessary restocking procedures, while remaining compliant with the Trade Descriptions Ordinance by clearly stating our service limitations.

Step 3: The Process

If you identify an eligible issue with your purchase, the first step is to contact our support team. Please send an email to fashion@gripagoal.com within the 30-day window. To help us process your request quickly, your email should include your order number and a brief description of the problem.

We also require clear photographic evidence of the damage or the incorrect item received. Once we receive your email, our team will review the details and provide further instructions. Our support staff is available from Monday to Friday, 9:00 AM to 6:00 PM (HKT). We handle all communications in accordance with the Personal Data (Privacy) Ordinance (PDPO) , ensuring your contact details are used only for resolving your specific request.

Step 4: Logistics

Once your return request is validated, we take value of the heavy lifting. Gripagoal will arrange a courier pickup from your delivery address at no cost to you. We do not charge any restocking fees, and the return shipping is entirely on us.

After the item is collected and reaches our facility, our team will conduct a thorough inspection within 24 hours. If the item is in its original condition (aside from the reported damage or misfit), we will proceed with the resolution.

If a replacement is available, we will ship the new pair to you immediately. If the item is unavailable or the damage is beyond repair, we will move forward with a full refund, fulfilling our obligations under the Supply of Services (Implied Terms) Ordinance .

Step 5: The Refund

Since Gripagoal operates exclusively through Cash on Delivery (COD) , we do not have access to your billing details at the time of purchase. Therefore, all refunds are issued via bank transfer.

After the inspection is complete and a refund is approved, we will reach out to you via email to securely request your bank account information. Once we receive these details, we will initiate the transfer for the full purchase amount. It typically takes 5 to 6 business days for the funds to reflect in your account, depending on the processing times of your specific banking provider. We are committed to ensuring you receive your funds back in a timely and professional manner, adhering to all local fair-trade practices.