Returns & Refunds

At FOOT FACTORY, customer satisfaction is a priority.
This return and refund policy defines the conditions applicable to returns, exchanges, and refunds made on the www.foot-factory.com website.

1. Right of withdrawal and returns

1.1 In accordance with current regulations, the customer has a period of fourteen (14) days from the receipt of their order to submit a return request.

1.2 To be eligible for a return, the item must be unworn, unused, in its original packaging, and in the same condition as when received.

1.3 Return shipping costs are the responsibility of the customer, except in the case of a defective item or an error attributable to FOOT FACTORY.

2. Personalized products (flocking)

2.1 In accordance with Article L221-28 of the Consumer Code, personalized products (jerseys with flocking, name, number, or any other personalization made at the customer's request) cannot be returned or refunded in case of:

  • size error,

  • change of mind,

  • or dissatisfaction related to personal preferences.

2.2 However, if a manufacturing or personalization error is found and is attributable to FOOT FACTORY (e.g., incorrect flocking, defect directly related to personalization), an exchange or refund may be offered after verification.

3. Refund procedures

3.1 Once the return is received and inspected, the customer will be informed by email of the acceptance or refusal of the refund.

3.2 If accepted, the refund will be processed via the original payment method used for the order, within five (5) to ten (10) business days.

3.3 Initial shipping costs are not refundable, except in the case of an error attributable to FOOT FACTORY.

4. Loss or theft of package by the carrier

4.1 Once the package is handed over to the carrier, the carrier becomes responsible for it.

4.2 In case of loss or theft of the package during transit, it is the customer's responsibility to take the necessary steps with the carrier to request compensation or a refund.

4.3 FOOT FACTORY does not issue refunds or new shipments in such situations, as it is no longer able to intervene after the package has been taken over by the delivery service.

5. Defective or damaged items

5.1 If the customer receives a defective or damaged item, they must contact customer service as soon as possible after receipt.

5.2 Return costs for a defective or damaged item are fully covered by FOOT FACTORY.

5.3 Clear photos of the item in question may be requested for verification.

6. Procedure for return or refund request

6.1 All requests must be sent by email to the following address:
contact@foot-factory.com

6.2 The customer must provide the following information:

  • First name and last name

  • Order number

  • Detailed description of the problem

  • Photos if necessary

7. Example of email request

Subject: Return request – Order #12345

Hello,

I am contacting you regarding my order #12345 placed on [order date].
Upon receipt, I noticed that the item [product name] has a defect / is damaged.
Please find attached a photo of the item in question.

I wish to proceed with a return or refund in accordance with your policy.
Please let me know the procedure to follow.

Sincerely,
[First Name Last Name]
[Email Address]
[Phone Number – optional]

8. Policy modification

8.1 FOOT FACTORY reserves the right to modify this return and refund policy at any time.

8.2 The applicable version is the one published on the website at the time of the order.