Dernière mise à jour : 11/11/2025
At FOOT FACTORY, customer satisfaction is a priority.
This return and refund policy sets out the conditions applicable to returns, exchanges and refunds made on the website www.foot-factory.com .
1.1 In accordance with current regulations, the customer has a period of fourteen (14) days from receipt of his order to make 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 costs are the responsibility of the customer, except in the case of a defective item or an error attributable to FOOT FACTORY.
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) are neither returnable nor refundable in the following cases:
size error,
of changing one's mind,
or dissatisfaction related to personal preferences.
2.2 On the other hand, if a manufacturing or personalization error is found and is attributable to FOOT FACTORY (example: bad flocking, defect directly related to personalization), an exchange or refund may be offered after verification.
3.1 Once the return has been received and inspected, the customer will be notified by email of the acceptance or refusal of the refund.
3.2 If accepted, the refund will be made via the initial payment method used when ordering, within five (5) to ten (10) working days.
3.3 Initial delivery charges are non-refundable, except in the event of an error attributable to FOOT FACTORY.
4.1 Once the package is handed over to the carrier, the carrier becomes responsible for it.
4.2 In the event of loss or theft of the package during transport, 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 provide a refund or resend in this type of situation, as it is no longer able to intervene after the package has been taken over by the delivery service.
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 related to a defective or damaged item are fully covered by FOOT FACTORY.
5.3 Clear photos of the product in question may be requested in order to carry out the verification.
6.1 All requests must be sent by email to the following address:
info@foot-factory.com
6.2 The client must provide the following information:
First and last name
Order number
Precise description of the problem
Photos if necessary
Subject: Return Request – Order #12345
Good morning,
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.
Attached you will find a photo of the product in question.
I would like to proceed with a return or refund in accordance with your policy.
Please tell me what procedure to follow.
Sincerely,
[First Name Last Name]
[E-mail address]
[Phone number – optional]
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.