Refund policy

1. Order Changes & Cancellations

Once an order is successfully placed, it enters our automated processing system immediately and cannot be cancelled, modified, or amended (including changes to size, colour, shipping address, or items ordered). Please review your cart details carefully before completing your purchase. If you have any urgent enquiries regarding your order, please contact us at info@unproven.studio.

2. General Return & Refund Policy (All Items)

As a general policy, all sales are final. We do not offer returns, refunds, or exchanges for any products due to change of mind, incorrect size selection, or personal preference. General product orders are not eligible for store credit or refunds under any circumstances, with only two strict exceptions:

  • Size Exchange for HARUTA Footwear Only (See Section 3)
  • Damaged, Defective, or Incorrect Items received upon delivery (See Section 4)

Please ensure you review all product details, sizing guides, and your cart items thoroughly before completing your purchase.

3. Size Exchange — HARUTA Footwear Only

As an exception to our general final sale policy, size exchange requests are eligible exclusively for HARUTA footwear within 7 days of the delivery timestamp recorded by the courier system.

HARUTA Size Exchange Terms:

  • Available for HARUTA footwear only. All other brands, accessories, and product categories remain strictly final sale and cannot be exchanged.
  • Size exchange is strictly limited to one time per eligible item.
  • 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.
  • Shoebox Protection: The original HARUTA shoebox must be placed inside an outer shipping box or mailing bag. Do not attach shipping labels or tape directly onto the original shoebox. Returns with damaged or defaced original shoeboxes will be rejected.
  • The customer is responsible for all return shipping costs and transit risks to our Hong Kong warehouse. We strongly recommend using a tracked shipping service. We are not responsible for returns lost or damaged in transit.

Size Exchange Process:

  1. Submit a size exchange request via email to info@unproven.studio within 7 days of the delivery timestamp. Late requests will not be accepted.
  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 email (based on courier tracking records) and provide us with the tracking number. If the item is not shipped within 7 days, the exchange request will be automatically closed.
  4. Once we receive and inspect the returned item, a store credit will be issued to your account, minus a deduction of USD 35–60 to reflect our original outbound shipping costs.
  5. Store credit can be used to place a new order for the correct size on our store. Store credit is non-refundable, non-transferable, and valid for 12 months from the date of issue.

4. Damaged or Defective Items

In the unlikely event of receiving a damaged or defective item, please notify us by email 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 (late submissions will not be accepted)
  • Size, fit, or colour preference changes (Refer to Section 3 for HARUTA Size Exchanges)
  • Normal wear and tear from regular use

Unboxing Video Requirement:

To protect both parties 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 courier labels)
  • The unopened package from the moment of receipt
  • The product being removed from its original packaging and inspected thoroughly on all sides

Claims submitted without a complete unboxing video recorded within 48 hours of delivery will not be accepted.

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. If additional information is requested, please reply within 48 hours of receiving our notice; otherwise, the case will be automatically closed.
  3. If approved, unproven.studio will provide a prepaid return label.
  4. The customer must ship the item back within 7 days of receiving return confirmation (based on the courier's first scan record) and provide the tracking number. If the item is not shipped within 7 days, replacement eligibility will automatically lapse and the case will be closed.
  5. Once the returned item is received and inspected at our warehouse, a replacement pair will be dispatched immediately.
  6. Out-of-Stock Fallback: We will strictly process a replacement for defective items. Only in the event that a replacement item is completely out of stock, unproven.studio will issue a store credit or a refund to the original payment method 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. Customers must ensure the package is packed securely during transit; unproven.studio is not responsible for damage or loss caused by the return courier in transit.

Anti-Fraud Notice:

We reserve the right to reject any claim if the returned item does not match the original order, shows evidence of customer-caused damage after delivery, or if the unboxing video evidence is missing, edited, or inconsistent with the claim.

5. Unauthorized Returns & Failed Inspections

Any items returned to our warehouse without prior email authorization, or items that fail our condition inspection upon return (e.g., showing signs of wear, damaged shoebox, missing tags), will not be processed for exchange, store credit, or refund.

The customer will be solely responsible for the return shipping costs to have the unapproved item sent back to them. If the return shipping fee is not paid within 30 days of our notification, unproven.studio reserves the right to dispose of the item without compensation or further notice.

6. 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.

7. Customs Duties, Failed Delivery & Refused Packages

  • Customs Duties & Taxes: All international orders may be subject to customs duties, import taxes, or fees levied by the destination country/region. Such charges are solely the responsibility of the customer.
  • Failed Delivery or Refused Packages: If a package is returned to Hong Kong due to an incorrect shipping address provided by the customer, failure to pick up the package, or refusal to pay customs duties, the original outbound shipping cost and return logistics costs will be deducted from any eligible refund. If the item is Final Sale, no refund will be issued.

8. Customer Inquiries & Processing Times

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.

9. Merchant Rights & Final Decision

unproven.studio reserves the right to amend or update this Return & Refund Policy at any time without prior notice. All time limits are strictly governed by the courier system's delivery timestamp and our email timestamps. In the event of any dispute regarding item condition, return eligibility, store credit issuance, or any policy terms, unproven.studio reserves the right of final decision and interpretation.

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