Refund policy


RETURN & REFUND POLICY

1. Damaged or Defective Items

In the unlikely event of receiving a damaged or defective item, please notify us within 48 hours of the delivery timestamp recorded by the courier system. Upon verification, unproven.studio will arrange a replacement at no additional cost.

What this policy covers:

  • Manufacturing defects present before shipment (e.g., structural stitching issues, material flaws)
  • Items incorrectly picked or packed by our team
  • Items that do not match the product description

What this policy does NOT cover:

  • Damage caused after delivery (e.g., scratches, scuffs, tears, or stains resulting from use, handling, or trying on)
  • Damage reported more than 48 hours after the delivery timestamp
  • Size, fit, or colour preference changes (Refer to Section 2 for HARUTA Size Exchanges)
  • Normal wear and tear from regular use

Mandatory Unboxing Video Requirement:

To protect both parties, prevent fraudulent claims, and ensure a smooth verification process, claims regarding cosmetic/surface defects (e.g., scratches, scuffs, stains, or missing items) strictly require a complete, unedited unboxing video recorded before opening the courier packaging. This video must clearly show:

  • The sealed exterior of the courier package (all sides and visible labels)
  • The unopened package from the moment of receipt
  • The product being removed from its original packaging and inspected thoroughly on all sides

Claims for cosmetic damage or scratches submitted without a complete unboxing video will be automatically rejected.

Replacement & Refund Process:

  1. Customer submits a claim within 48 hours of delivery with photos/videos of the damage and the mandatory unboxing video.
  2. We will review and respond within 1–3 business days.
  3. If approved, unproven.studio will provide a prepaid return label for the item to be sent back to our Hong Kong warehouse.
  4. The customer must ship the item back within 7 days of receiving return confirmation. If return tracking is not provided within 7 days, the claim will be closed.
  5. Once the returned item is received and inspected at our warehouse, a replacement pair will be dispatched.
  6. Out-of-Stock Fallback: If the replacement item or size is out of stock, store credit or a full refund to the original payment method will be issued upon receipt and inspection of the returned item.

Return Shipping for Defective Claims:

For verified and approved defect claims, unproven.studio will cover the return shipping costs by providing a prepaid return shipping label. Unauthorised return shipping arrangements will not be reimbursed.

Anti-Fraud Notice:

We reserve the right to reject any return or replacement claim if:

  • The returned item does not match the original order (e.g., different product, size, or deliberate damage)
  • The item shows evidence of customer-caused damage after delivery
  • The unboxing video evidence is missing, edited, or inconsistent with the damage claimed

2. Size Exchange — HARUTA Footwear Only (7-Day Return Guarantee)

Size exchanges for HARUTA footwear are eligible within 7 days of the delivery timestamp. All other brands and product categories are final sale and are not eligible for return, exchange, or store credit.

HARUTA Size Exchange Terms:

  • Available for HARUTA footwear only. No other brand or product category is eligible.
  • Exchange is subject to stock availability of the requested size.
  • The returned item must be unworn, unwashed, and in brand-new condition with all original tags and packaging intact (including the original Haruta shoebox).
  • Customer is responsible for all return shipping costs to our Hong Kong warehouse. We strongly recommend using a tracked shipping service. We are not responsible for lost returns in transit.

Size Exchange Process:

  1. Contact us at info@unproven.studio within 7 days of the delivery timestamp to request a size exchange.
  2. Our team will review your request and respond within 1–3 business days with return shipping instructions.
  3. Ship the original item back to our Hong Kong warehouse within 7 days of receiving our return confirmation.
  4. Once we receive and inspect the returned item, we will issue a store credit to your account, with a deduction of USD 35–60 to reflect our outbound shipping costs.
  5. You can then use the store credit to place a new order for the correct size on our store.
  6. If the return tracking number is not provided within 7 days of approval, the exchange request will be automatically closed.

3. Sale / Clearance Items

Sale and clearance items are final sale. Returns or exchanges are not accepted unless the item is confirmed to be defective at the time of receipt, in which case the damaged item policy above applies.

4. Responses and Processing

We aim to respond to all enquiries within 1–3 business days. Replacements, store credit, or refunds will only be processed after the returned item has been received and inspected at our Hong Kong warehouse.

For any questions about our refund policy, please contact us at info@unproven.studio.