This policy sets out your rights and our conditions for cancellations, returns, exchanges, and refunds. Please read it carefully before placing an order. By purchasing from Strikrz, you agree to the terms below, which apply alongside — and do not restrict — your statutory rights as a consumer under EU law.
1. Your Right of Withdrawal (EU Consumers)
If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without stating a reason.
To exercise this right, you must notify us of your decision to withdraw in writing within the 14-day period by emailing our support team, including your order number and the specific items you wish to return. A verbal statement or a return sent without prior notification does not constitute a valid withdrawal request.
After we acknowledge your notification, you have a further 14 days to send the goods back to the return address we provide. Nothing in this policy limits your statutory rights where they apply.
2. Items That Cannot Be Returned
The following are excluded from the right of withdrawal and cannot be returned or refunded, in accordance with Article 16 of Directive 2011/83/EU:
- Goods that have been personalized, customized, or made to your specifications (including custom names, numbers, or player IDs)
- Sealed hygiene items where the seal has been opened after delivery, including insoles and sock liners
- Items visibly used in outdoor play, including any boots with grass staining, soil, wear on studs, or evidence of match use
- Gift cards and promotional vouchers
- Items forming part of a bundle where individual components have been separated
3. Condition Requirements for Returns
To qualify for a full refund, returned items must be received in a condition that allows immediate resale. Specifically, items must be:
- Unworn and unused, showing no signs of wear on the sole, upper, or lining
- Complete, including both boots, laces, insoles, all tags, labels, and any accessories originally supplied
- In their original box, undamaged, with all packaging inserts intact — the box itself is part of the product and damage to it may result in a deduction
- Free from odor, dirt, hair, marks, or any indication of use beyond the brief inspection you would perform in a physical store
Trying boots on indoors, on a soft clean surface, for the purpose of checking fit is acceptable. Walking outside, on abrasive surfaces, or in play conditions is not.
Items received in a condition below these requirements will be assessed under Section 5 and may be subject to a deduction from your refund, or refused entirely.
4. Mandatory Notification & Return Process
All returns must follow the process below. Returns sent without prior notification, or to any address other than the one we provide, cannot be tracked, processed, or refunded.
- Email hello@strikrz.com within 14 days of delivery with your order number, the items you wish to return, and the reason.
- Wait for our written confirmation and the designated return address. Do not send anything before receiving this.
- Package the items securely in their original box, inside a protective outer carton. Damage caused by inadequate return packaging is the sender's responsibility.
- Ship the return within 14 days of our confirmation using a tracked and insured service. Retain proof of postage and the tracking number.
- Share the tracking number with us. On receipt, we will inspect the return within 5 business days and notify you of the outcome.
5. Deductions for Diminished Value
Where returned goods show signs of use, wear, or damage beyond what is necessary to assess fit, we will apply a deduction to your refund reflecting the diminished resale value, as permitted by Article 14(2) of Directive 2011/83/EU.
Indicative deduction guidance:
| Condition on receipt | Deduction from refund |
|---|---|
| Missing original box or packaging | Up to 15% |
| Missing accessories, laces, insoles, or tags | Up to 20% |
| Visible creasing, minor scuffs, or handling marks | Up to 40% |
| Sole wear, dirt, odor, or evidence of outdoor use | Refund refused |
Where a refund is refused on condition grounds, we will return the item to you at your cost. If we do not receive payment for return shipping within 14 days of notification, the item may be disposed of and no further refund or replacement will be issued.
6. Order Cancellation
Orders enter automated processing shortly after payment. You may request cancellation within 2 hours of purchase by emailing hello@strikrz.com, provided the order has not yet been sent to fulfillment. Cancellation requests submitted after this window, or after the order has entered fulfillment, cannot be accepted.
Where cancellation is not possible before dispatch, you retain your right of withdrawal under Section 1 and may return the item once received, subject to the conditions in this policy.
7. Return Shipping Costs
- The customer bears all return shipping costs, including any customs duties, taxes, or brokerage fees, unless the return is due to our error (wrong item shipped, defective on arrival, or damaged in transit).
- Returns must be sent using a tracked and insured service. Items lost, damaged, or delayed in return transit are the sender's responsibility until they reach us.
- Original shipping charges paid at checkout are non-refundable, except where the return is due to our error.
- We do not accept cash-on-delivery returns. Any such returns will be refused at the carrier's expense.
8. Refund Process & Timing
Approved refunds are issued to the original payment method only. We cannot process refunds to a different card, account, or payment provider.
- Refund processing begins after inspection is complete and the return is approved.
- Refunds are issued within 10 business days of approval, and typically appear in your account within 5–10 business days after that, depending on your payment provider.
- Where a Section 5 deduction applies, the refunded amount will reflect it. We are not required to provide advance approval of the deducted amount.
- Any promotional discounts or credits applied to the original order are not refunded in cash and cannot be reissued.
9. Faulty, Incorrect, or Damaged Items
If your order arrives faulty, incorrect, or damaged, you must notify us within 7 days of delivery. Reports outside this window may be assessed as general wear rather than a manufacturing or shipping fault, and may not qualify for a free replacement or refund.
Your notification must include:
- Your order number
- A clear description of the issue
- Photos and/or short video showing the fault, damage, or discrepancy, along with a photo of the outer packaging as received
Where a genuine fault or error is confirmed, we will offer a replacement, exchange, or full refund at no cost to you, including return shipping arranged by us. We reserve the right to request return of the faulty item for inspection before issuing a replacement.
10. Exchanges
Exchanges are offered on a discretionary basis and are subject to stock availability at the time the return is received and inspected. We do not reserve or hold stock during the exchange process.
Exchanged items must meet the condition requirements in Section 3. If the requested replacement is unavailable, we will process a refund instead in accordance with this policy. The customer bears the shipping cost of the outbound replacement, unless the exchange is due to our error.
11. Address Changes, Refused Delivery & Failed Delivery
- Address changes can only be attempted before the order enters processing. We cannot guarantee changes will be applied and accept no liability where a change request arrives too late.
- Refused deliveries and orders returned to sender due to an incorrect address, unclaimed parcels, or refusal by the recipient will be refunded only after we receive the returned goods, less all outbound and return shipping costs and any applicable Section 5 deductions.
- Where a parcel is confirmed as delivered by the carrier's tracking record but the recipient claims non-receipt, our support team will assist in opening a carrier investigation. Resolution follows the outcome of that investigation.
12. Delivery Timeframes
Most orders are delivered within 15–20 days of order placement, covering processing, transit, and last-mile delivery. Estimated windows are indicative, not guaranteed. Delays caused by customs authorities, carriers, weather, or other circumstances outside our control do not, on their own, entitle you to a refund — but do not affect your right of withdrawal from the point of delivery.
If a parcel is confirmed as lost in transit by the carrier, we will arrange a replacement or refund. Requests for refunds on the basis of transit time alone, before this confirmation, cannot be accepted.
13. Fraudulent or Abusive Claims
We reserve the right to refuse refunds, exchanges, or future orders where we identify a pattern of returns inconsistent with genuine consumer use — including but not limited to serial returns of used product, false damage claims, and coordinated returns across multiple accounts. Where fraud is suspected, we may report the matter to the relevant authorities and payment providers.
14. Contact
All return, cancellation, and refund requests must be submitted in writing to hello@strikrz.com. Requests submitted through other channels (social media DMs, third-party chats, verbal messages) will not be processed.
Questions about this policy? Email hello@strikrz.com.