Refund and Returns Policy

This Refund and Returns Policy applies to all purchases made from HONG KONG RUIJIANG CO., LIMITED. By placing an order on our website, you acknowledge that you have read, understood, and agreed to the terms outlined below. This policy is designed to provide transparency regarding shipping, returns, refunds, and related responsibilities while protecting the rights of both customers and our store.

1. Shipping Information

1.1 Free Shipping

HONG KONG RUIJIANG CO., LIMITED offers free standard shipping on all eligible orders. Free shipping is subject to regional conditions, destination accessibility, and carrier availability. When free shipping is applicable, no additional shipping fee will be charged at checkout for standard delivery. Promotional or special shipping offers may vary from time to time and will be clearly indicated on the website.

1.2 Shipping Regions & Estimated Delivery Times

All delivery times provided are estimates only. Actual delivery times may vary depending on the destination country, customs clearance procedures, local logistics conditions, and carrier performance.

  • North America (including but not limited to the United States and Canada): Estimated delivery time is 5–15 business days.
  • Europe: Estimated delivery time is 7–20 business days.
  • Asia-Pacific: Estimated delivery time is 7–20 business days.
  • Rest of World: Estimated delivery time is 10–30 business days, depending on the specific country and region.

In certain remote, restricted, or hard-to-reach areas, free shipping may not be available, or delivery may not be possible. If we determine that we are unable to ship to your provided address after your order has been placed, we will notify you promptly and cancel the order with a full refund issued to the original payment method.

1.3 Shipping Disclaimers

While we work closely with professional logistics partners to ensure timely delivery, certain factors beyond our reasonable control may cause delays or disruptions. These factors include, but are not limited to:

  • Customs inspections, customs clearance delays, duties processing, or other government procedures.
  • Force majeure events such as natural disasters, extreme weather conditions, epidemics, strikes, wars, or similar events.
  • Local courier delays, inaccurate or incomplete shipping addresses provided by the customer, or failed delivery attempts.
  • Peak shopping seasons, including holidays, sales events, and promotional periods.

HONG KONG RUIJIANG CO., LIMITED is not liable for indirect losses, incidental damages, or consequential damages resulting from shipping delays. However, we will make reasonable efforts to assist you with parcel tracking and communication with the shipping carrier where possible.

2. 14-Day No-Reason Return Policy

2.1 Eligibility for No-Reason Returns

We offer a 14-day no-reason return policy. If you are not satisfied with your purchased shoes (including Boots, Loafers, Sandals, Sliders & Flip Flops, and Slippers) for any reason, you may request a return within 14 calendar days from the date you receive the goods.

To qualify for a no-reason return, all of the following conditions must be met:

  • The return request is submitted within 14 calendar days of receipt.
  • The shoes are unused, unworn, unwashed, and unaltered.
  • All original tags, labels, dust bags, accessories, and original packaging are intact and included.
  • No components or parts are missing, and the item remains in a condition suitable for resale.

For hygiene, safety, and quality-control reasons, we reserve the right to refuse returns that do not meet the above requirements.

3. Non-Returnable Items and Reasons

For fairness, hygiene, and safety considerations, the following items or situations are not eligible for return or refund:

  • Footwear that has been clearly worn outdoors, including visible dirt, scuff marks, creasing, or worn soles.
  • Footwear that has been washed, dyed, altered, repaired, or modified by the customer.
  • Items damaged due to improper use, improper storage, negligence, or intentional damage.
  • Clearance items, final-sale items, or products explicitly marked as “non-returnable” on the product page.
  • Products returned without original packaging, accessories, or components.
  • Any product that is contaminated or poses a hygiene risk, as determined at our reasonable discretion.

If a returned item is inspected and found to be non-returnable, we reserve the right to reject the return and ship the product back to you. In such cases, you may be responsible for additional shipping fees.

4. Return Shipping Costs

Unless otherwise required by applicable law or in cases where the product is defective, damaged upon arrival, or shipped incorrectly, the buyer is responsible for all return shipping costs. This includes shipping fees, customs duties, taxes, and any additional charges incurred during the return process.

We strongly recommend using a trackable shipping method and retaining proof of shipment. HONG KONG RUIJIANG CO., LIMITED is not responsible for returned packages that are lost, delayed, or damaged during transit.

5. Refund Process

5.1 How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us: Within 14 calendar days of receiving your order, contact our customer service team at vip@frostheels.com or 852 24947293, providing your order number, product details, and reason for return.
  2. Receive Return Instructions: Our support team will review your request, confirm eligibility, and provide the designated return address along with detailed instructions.
  3. Ship the Item: Securely package the item, including all original packaging and accessories, and ship it using a trackable courier service.
  4. Inspection: Once we receive the returned item, it will be inspected for compliance with our return conditions.
  5. Refund: If approved, the refund will be initiated according to the timelines outlined below.

5.2 Refund Timelines

After inspection and approval, refunds will be initiated as soon as reasonably practicable. In general:

  • Refunds are processed within 14 calendar days from the date we receive and approve the returned item.
  • The time required for funds to appear in your account depends on your payment provider and bank processing times, which are beyond our control.

5.3 PayPal Refunds

If you paid via PayPal or via a card processed through PayPal:

  • Refunds are typically credited back to your PayPal account or original card within approximately 14 calendar days after processing.
  • In certain regions, applicable laws or PayPal policies may allow up to 30 calendar days for the refund to be fully reflected.

We cannot expedite PayPal or card-issuer processing times, but we will provide transaction details upon request.

6. Refund Method (Original Payment Method)

All refunds are issued to the original payment method used for the purchase:

  • PayPal payments are refunded to the PayPal account or linked card.
  • Credit or debit card payments are refunded to the same card.
  • Other supported payment methods will be refunded through the same channel where technically possible.

Refunds will not be issued to alternative accounts or in cash, except where required by law.

7. Requests After the 14-Day Return Period

Return or refund requests submitted after the 14-day window are generally not eligible under the no-reason return policy. However, you may still contact us if:

  • A manufacturing defect becomes apparent shortly after normal use.
  • The issue may be covered under applicable consumer protection laws.

Such cases will be reviewed individually, and we may offer repair, replacement, partial refund, or other solutions as required by law or at our discretion.

8. Supported Payment Methods

We support secure payment methods, which may include:

  • PayPal
  • Major credit cards (Visa, Mastercard, etc.)
  • Major debit cards
  • Other locally supported digital wallets (where available)

Available payment options will be displayed at checkout and may change without prior notice.

9. Multi-Currency Support

Our store may display prices and process payments in multiple currencies depending on location and payment method. Currency conversion rates and foreign transaction fees are determined by your bank or payment provider. HONG KONG RUIJIANG CO., LIMITED is not responsible for such fees.

10. Contact & Additional Information

If you have any questions regarding shipping, returns, refunds, or eligibility for our footwear products, please contact our customer service team before placing an order or initiating a return.

This policy does not limit your statutory consumer rights. If any part of this policy conflicts with local law, the applicable law shall prevail.

11. Return Address

Return Address:

Flat B02, 2/F, Hoover Industrial Building No. 26-38 Kwai Cheong Road, Kwai Chung, Hong Kong