After-Sales Policy

WE PROVIDE

Worry-free Sourcing

At Fleyf, we are committed to providing high-quality footwear products and reliable service to our global partners. While we apply strict quality control throughout production and shipment, a small percentage of issues may occasionally occur due to manufacturing variables, logistics conditions, or other unforeseen factors.

Based on years of industry experience and cooperation with distributors and brands worldwide, we have established a transparent and fair After-Sales Policy to ensure both our clients and our company are protected.

1. Reshipment or Full Refund (Unconditional Coverage)

1.1 Eligibility Criteria

Incorrect Size/ Fit Issues: If the received product size does not match the ordered specification, and the customer is unable to wear the shoes due to this sizing error.
Supporting Documentation: Customers must provide clear photographic evidence (side-by-side comparison of size label vs. foot/order size) to verify the sizing discrepancy.

1.2 Resolution Process

Upon verification of the valid claim, our team will initiate the resolution within 24 hours of receiving the supporting documents.
Customers have two optional solutions:
- Reshipment: We will arrange expedited reshipment of the correct size via our trusted logistics partner, with zero additional cost to the customer. The replacement package will be shipped within 3 working days of confirmation.
- Full Refund: A 100% refund of the total order value (including original shipping fees) will be processed to the customer’s designated payment account within 5-7 working days after we confirm the claim.

2. Partial Refund (10% of Product Value) + Free Technical Support

2.1 Eligibility Criteria

Functional Defects: Any non-cosmetic performance issues occurring within 3 months of delivery, including but not limited to sole separation, open stitching, sole delamination, or outsole wear (non-human-induced).
Supporting Documentation: Customers need to submit clear photos/videos demonstrating the functional defect and the timeline of occurrence.

2.2 Resolution Process

Partial Refund: Eligible customers will receive a partial refund equivalent to 10% of the product’s unit value for each affected pair. The refund will be disbursed within 7 working days of claim approval.
Free Repair Assistance: We provide complimentary, multilingual repair tutorial videos (covering step-by-step solutions for common functional issues) and professional guidance. For customers seeking local repair support, our technical team will offer remote consulting to ensure effective resolution.

3. Non-Refundable & Non-Replaceable Scenarios

To maintain fairness and clarity, the following situations are not eligible for refund or replacement:

3.1 Cosmetic Issues Post-Confirmation

For orders of 1-100 pairs: We will send pre-shipment quality inspection videos to customers for confirmation. If customers explicitly confirm the product quality/appearance via written or verbal agreement, but later raise cosmetic complaints (e.g., minor scuffs, color variation due to lighting, natural leather texture differences), no refund or replacement will be provided.
Key Note: Cosmetic defects that are visible and confirmed by the customer before shipment will not be covered under this policy.

3.2 Misuse & Induced Damage

Damage caused by improper use (e.g., exposure to extreme temperatures, chemical corrosion, intentional cutting, or heavy impact), improper cleaning, or normal wear and tear beyond 3 months of delivery is not eligible for compensation.

3.3 Unreported Issues

Any defects that are not reported to our after-sales team within the specified time frame (as outlined in Sections 1 & 2) will be deemed invalid and not eligible for refund/replacement.

4. Bulk Order (Over 100 Pairs) Special Warranty

For large-scale orders exceeding 100 pairs, we implement enhanced quality assurance measures to mitigate risks and protect your investment:

4.1 Pre-Shipment Quality Assurance

We conduct 30% random sample inspections on all bulk orders before delivery. Detailed inspection reports (including photos, size checks, and functional tests) will be shared with customers for review, ensuring full transparency.

4.2 Post-Delivery Compensation

If cosmetic issues are identified in bulk orders after delivery, we offer 5% unit-value compensation per affected pair (calculated based on the product’s unit price).
Additionally, our professional team will assist you in analyzing the root cause of the cosmetic issues and provide recommendations to select more suitable suppliers for future bulk orders, helping you optimize your supply chain and reduce quality risks.

5. General Provisions

5.1 Claim Submission Channel

All after-sales claims should be submitted via our official after-sales email: [support@yourbrand.com] or through the customer service portal on your independent website. Please include your order number, product details, supporting documentation, and a clear description of the issue to ensure efficient processing.

5.2 Processing Time

For standard claims (Sections 1 & 2), we aim to resolve all valid cases within 5-7 working days of complete document submission.
For bulk order claims (Section 4), the compensation process will be completed within 10 working days of claim confirmation.

5.3 Long-Term Partnership Commitment

As a third-generation family-owned brand with deep roots in manufacturing, we value transparency and mutual respect above all. This policy is not just a set of rules—it is a promise to uphold our brand’s core values of honesty, quality, and customer-centric service. We are committed to continuously improving our after-sales services to meet the evolving needs of our global clients and building enduring, win-win partnerships.

Contact Us

Should you have any questions regarding this after-sales policy or require further assistance, please feel free to contact our dedicated after-sales team:

support.fleyf@gmail.com

(+86) 153 3354 0194

From Monday to Saturday - from 8:00 to 18:00

Fleyf — Crafting Quality, Building Trust Since 1999.