Refund policy

Return, Replacement & Refund Policy

At City Walk Footwear, we aim to provide quality products and a smooth shopping experience. Please read our Return, Replacement and Refund Policy carefully before placing an order.

1. Return / Replacement Window

Customers may request a return or replacement within 7 days from the date of delivery of the order.
No return or replacement request will be accepted after 7 days from the delivery date.

2. Eligibility for Return / Replacement

To be eligible for a return or replacement, the product must meet all of the following conditions:

The shoes / footwear must be unused, unworn, clean, and in the same condition as delivered.
The product must be returned with its original box, packaging, tags, invoice/bill, and all accessories, if any.
The product must not show any signs of:
- use or wear
- dirt, stains, sole marks, scratches, or damage
- washing or cleaning attempts
- perfume, deodorant, or any odor
- tampering with the product, packaging, box, or labels

If the returned item is found to be used, dirty, damaged, incomplete, tampered, or not in original condition, the return / replacement request will be rejected.

3. Mandatory Unboxing Video

To claim any return, replacement, damaged product, wrong product, missing item, or quality issue, the customer must record a clear unboxing video under the following conditions:

The video must be full-angle, continuous, and uncut
The parcel must be shown from all sides before opening
The package must not be tampered with before the video starts
The opening of the parcel and inspection of the product must be recorded clearly in the same video

No claim regarding wrong item, damaged item, missing item, defect, return, or replacement will be accepted without a proper unboxing video.

4. Mandatory Return Packing Video

If a return is approved, the customer must also record a clear packing video while packing the product for return.

The packing video must clearly show:

the same product being returned
the condition of the product before packing
the original box / packaging
the product being packed properly and securely

This is mandatory to avoid disputes regarding dirty, used, damaged, or different products being returned.

If the customer fails to provide the return packing video when requested, the return / replacement request may be rejected in case of any dispute after the parcel is received by us.

5. Return Shipping / Replacement Shipping Charges

Return shipping charges and replacement shipping charges shall be borne by the customer.
In case of return, any non-product charges may be deducted from the refundable amount wherever applicable, including but not limited to:
- shipping charges
- packaging charges
- COD handling charges
- payment gateway / platform charges
- any other service or handling charges

6. Product Must Reach Us Within 10 Days of Delivery

The returned product must reach us within 10 days from the date of delivery to the customer.

If the product does not reach us within this timeline, the return / replacement request may be cancelled automatically.

7. Inspection After Return Is Received

All returned products are subject to inspection by our team after delivery at our return address.

Refund / replacement will be approved only if the returned item is found to be:

the same item originally delivered
unused and clean
in original condition
with original box, tags, invoice, and packaging
free from dirt, damage, smell, stains, wear, or tampering

If the returned item fails inspection, the return / replacement request will be rejected and the product may be shipped back to the customer at the customer’s expense.

8. Non-Returnable / Non-Replaceable Situations

Return / replacement will not be accepted in the following cases:

Request made after 7 days of delivery
Product returned after the allowed timeline
No valid unboxing video available
Product returned in used, dirty, damaged, washed, or altered condition
Product returned without original packaging, box, tags, invoice, or accessories
Product damaged due to misuse, rough handling, water exposure, improper care, or normal wear and tear
Any suspicious, abusive, fraudulent, or repeated return request
Minor color / texture variation due to lighting, photography, or screen display differences
If the customer has not followed the return instructions provided by us

9. Refund Process

Once the returned product is received and approved after inspection, the refund will be processed.

Refund will be issued only for the eligible amount after applicable deductions, if any.
Original shipping charges, packaging charges, COD charges, handling charges, and other service charges may be non-refundable.
Refund processing time may vary depending on the payment method, bank, or payment provider.

10. Replacement Policy

Replacement requests are subject to product availability and approval after review.

If the requested replacement item / size is not available, we may offer:

store credit, or
refund of the eligible amount as per this policy

Replacement shipping charges shall be borne by the customer unless otherwise specified by us.

11. Order Cancellation

Orders can only be cancelled before dispatch. Once an order has been shipped, it cannot be cancelled and will be treated according to the Return / Refund Policy.