At Shoevirexo, we maintain full clarity regarding how product returns, exchanges, and refunds are processed for our footwear store operating in Singapore. This document details the exact conditions, timelines, and procedures governing returned merchandise to ensure complete compliance with local consumer regulations and advertising standards.
Scope and 30-Day Policy Period
We provide a 30-day policy for returns starting from the day of order delivery. The policy duration is calculated from the date the package reaches the customer's specified address in Singapore.
- Covered Circumstances: Returns are accepted exclusively if an item arrives damaged or if an incorrect product was delivered.
- Excluded Circumstances: We do not accept returns, exchanges, or refund requests resulting from a customer's change of mind . Please verify size selections, color choices, and product preferences cautiously prior to completing an order.
Zero Customer Expense Policy
When a product arrives damaged or incorrect, Shoevirexo handles all costs associated with resolving the issue.
- Complimentary Pickup: We organize a product retrieval directly from the customer's address at zero cost.
- No Restocking Fees: We do not impose restocking charges, processing surcharges, or return handling fees on any returned footwear items.
Step-by-Step Return Process
To ensure an efficient experience, customers must follow these precise operational steps when submitting a return request:
Step 1: Email Notification
Send an email to shoes@shoevirexo.com within 30 days of delivery , including order details and descriptions of the damaged or incorrect item.
Step 2: Pickup Arrangement
Our team schedules a complimentary collection directly from your address in Singapore.
Step 3: Facility Inspection
Upon receipt at our operational facility, staff members evaluate the physical condition of the footwear within 24 hours.
Step 4: Resolution & Processing
Depending on inventory availability and item condition, we issue an immediate product replacement or initiate a full refund.
Replacement and Refund Processing
Once our team completes the 24-hour physical assessment of the returned merchandise, we fulfill the resolution according to the following criteria:
1. Product Replacement: If an identical, undamaged item is available in our inventory, a replacement is dispatched immediately to the customer's address.
2. Full Refund Issuance: If the item cannot be repaired or an identical replacement is unavailable, a full billing refund is granted.
Because Shoevirexo operates exclusively through Cash on Delivery , our systems do not store or process electronic payment card details during the initial purchase. When a refund is passed, our support team contacts the customer via email to securely gather necessary electronic banking details.
All economic refunds are issued via direct electronic bank transfer. Following the receipt of accurate bank details, the refunded amount takes between 5 to 6 business days to reflect in the customer's bank account, depending on the specific policies and schedules of the receiving banking provider.
Order Cancellation Rules
Customers may request an order cancellation at any time before the product leaves our facility. Once an order is dispatched and transferred to our third-party logistics partners, cancellation is no longer possible, and the package must be accepted at the designated delivery address.
Customer Support Operational Details
Our customer support representatives are available to answer queries, process return requests, and assist with refund inquiries during standard business hours:
- Operational Days: Monday through Friday
- Support Hours: 9:00 AM to 5:00 PM SGT
- Email Contact:shoes@shoevirexo.com
- Corporate Address: Centennial Tower, 3 Temasek Ave, Singapore 039190
- Geographic Region: Operations and returns are strictly limited to Singapore.