Return, Refund & Cancellation Policy

Sneaker Pharm Ltd

Last updated: 17 October 2026

This policy explains your rights when purchasing retail products or booking footwear cleaning, repair, restoration and resoling services through Sneaker Pharm.

We aim to handle all return, cancellation and refund requests fairly, consistently and in accordance with UK consumer law.

Your statutory consumer rights are not affected by this policy.

1. Retail Purchases — Online Orders

Your right to cancel

If you purchase a retail product through our website, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

Once you have notified us of your decision to cancel, you normally have a further 14 days to return the goods.

Where an order contains multiple items delivered separately, the cancellation period generally runs from receipt of the final item.

Certain statutory exceptions may apply.

Condition of returned goods

You may examine and try on products to the extent reasonably necessary to establish their nature, characteristics and suitability, as you would in a physical shop.

For footwear, we recommend trying shoes indoors on a clean surface until you have decided to keep them.

Where possible, please return products with their original packaging, labels and accessories.

Original packaging is not an absolute condition of exercising your statutory cancellation rights.

If goods have been handled beyond what is reasonably necessary to inspect them, we may make an appropriate deduction for any resulting reduction in value, where permitted by law.

2. Retail Purchases — In-Store

Purchases made in person at our Manchester shop do not generally carry an automatic statutory right to a refund simply because you have changed your mind.

Any discretionary exchange or return arrangement for non-faulty in-store purchases will be confirmed by us.

Your statutory rights concerning faulty, misdescribed or otherwise non-conforming goods remain unaffected.

3. Faulty or Misdescribed Products

Products sold by Sneaker Pharm must be of satisfactory quality, fit for their intended purpose and as described.

If a product is faulty or does not conform to the contract, you may be entitled to a refund, repair, replacement or price reduction under the Consumer Rights Act 2015.

In most circumstances, consumers have a short-term right to reject faulty goods within 30 days.

After this period, further statutory remedies may remain available, including repair or replacement and, where appropriate, a price reduction or final right to reject.

Your rights relating to faulty goods do not automatically expire after 30 days.

Where we are legally responsible for a faulty or incorrectly supplied product, we will arrange an appropriate remedy and bear reasonable return costs as required by law.

4. How to Request a Retail Return

To request a return or report a problem with an order, please use our Contact page.

Include:

• Your order number

• The product or products concerned

• Whether you wish to cancel, request a return or report a fault

• Relevant photographs, where helpful

You may also use any return-request facility made available through your customer account.

A clear statement that you wish to cancel is sufficient to exercise an applicable statutory cancellation right. You do not have to use a particular form or provide a reason.

Please do not send items back without sufficient information for us to identify the order.

5. Returning Retail Products

Unless otherwise agreed, retail returns should be sent to:

Sneaker Pharm Ltd
28 Dale Street
Manchester
M1 1FY
United Kingdom

For change-of-mind returns, customers are responsible for the direct cost of return postage where this has been communicated before purchase.

We recommend using a tracked postal service and retaining proof of posting.

Where goods are faulty, misdescribed or incorrectly supplied, return arrangements and costs will be handled in accordance with your statutory rights.

6. Refunds for Retail Products

When you exercise a valid statutory cancellation right for an online purchase, we will reimburse the price paid for the relevant goods, together with the applicable standard outbound delivery charge.

If you selected a more expensive delivery option than our least expensive standard delivery service, the additional premium is not normally refundable.

We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or, where earlier, receiving satisfactory evidence that they have been sent back.

Where we have agreed to collect the goods, the applicable statutory reimbursement rules will apply.

Refunds will ordinarily be issued to the original payment method unless otherwise agreed.

Any permitted deduction for excessive handling will be explained.

These arrangements do not limit remedies available for faulty goods.

7. Footwear Cleaning, Repair, Restoration & Resoling

Footwear workshop services differ from retail product purchases.

These services involve working with the customer's existing footwear and may require individual assessment, specialist materials, manual labour and irreversible treatment.

All workshop services are subject to our Footwear Cleaning, Repair & Restoration Terms and Conditions.

Cancelling a workshop service

If you enter into a qualifying distance or off-premises service contract, you generally have a statutory cancellation period of 14 days after the contract is made.

If you expressly request that we begin work during that period, you may be required to pay a proportionate amount for services already supplied if you subsequently cancel, provided the applicable legal requirements have been met.

Where a service has been fully performed during the cancellation period following the necessary express request and acknowledgement, the statutory cancellation right may be lost.

The fact that a service is described as bespoke, or that work has started, does not by itself remove all cancellation rights.

Cancellation arrangements for services agreed in person may differ.

Work already undertaken

Where a customer requests cancellation after work has commenced, we will assess the work performed, the original agreement, any applicable statutory cancellation rights and any amount properly payable.

We do not impose an automatic non-refundable charge merely because footwear has entered our workshop.

Amended quotations

Additional chargeable work will not be undertaken without appropriate customer authorisation.

Customers may decline a proposed amendment. Any obligations relating to previously authorised work will be assessed separately in accordance with the agreement and applicable law.

8. Concerns About Completed Workshop Services

Sneaker Pharm undertakes footwear services with reasonable care and skill.

The condition, age and construction of existing footwear can affect the achievable result, and a particular cosmetic appearance or repair lifespan cannot always be guaranteed.

However, the inherent risks of footwear restoration do not remove your legal rights if a service has not been carried out with reasonable care and skill.

If you have concerns about completed work, please contact us with your Workshop reference, an explanation of the issue and photographs where appropriate.

We may request a reasonable opportunity to inspect the footwear and assess the work.

Where a statutory remedy is due, this may include repeat performance, an appropriate price reduction or another remedy available under law.

9. Delivery, Collection & Associated Charges

Retail delivery charges and workshop return-shipping charges are disclosed during the relevant purchase or booking process.

For eligible locations in Manchester, a footwear collection and return service may also be available by prior arrangement.

The price and availability of such arrangements will be confirmed before booking.

Where an order or service is cancelled, any refund of delivery, collection or other charges will be determined by the type of transaction, the services already supplied and applicable statutory rights.

Restocking Fees and Reduction in Value

We do not charge a standard restocking fee when a customer exercises a statutory right to cancel an eligible online purchase.

Customers may inspect and try on products to the extent reasonably necessary to establish their nature, characteristics and suitability.

For footwear, we recommend trying shoes indoors on a clean surface.

Where returned goods have been handled beyond what would reasonably be permitted in a retail shop, we may make a deduction reflecting any resulting reduction in value, where permitted by law.

Any deduction will be assessed individually and explained to the customer. We do not apply automatic percentage-based deductions.

No restocking fee or reduction-in-value deduction will be imposed in a manner that restricts statutory remedies for faulty or misdescribed goods.

10. Your Statutory Rights

Nothing in this policy excludes or restricts rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer legislation.

If any provision of this policy conflicts with a mandatory statutory right, that statutory right takes precedence.

11. Contact

To request a return, cancel an eligible order, raise a concern or discuss a refund, please use our Contact page.

Sneaker Pharm Ltd
28 Dale Street
Manchester M1 1FY
United Kingdom