Warranty Policy

WARRANTY POLICY

  1. Warranty conditions

- Warranty period: FitFlop commits to product warranty within 30 days from the date of receipt recorded on the e-commerce channel system.

- Warranty Coverage:

  • Warranty applies to full priced FitFlop products, not to discounted products and accessories.
  • Warranty only applies to product defects such as broken straps or loose glue, not to products with leather defects due to use"

- Warranty Conditions:

  • The product must not be damaged by misuse or accident.
  • The product must be used in accordance with FitFlop's instructions and for normal use only.
  1. Warranty process

2.1. Online to Offline (only applicable to website channel)

Step 1: Request direct warranty service

- Customers need to contact FitFlop via Chatbox or Hotline, we may ask customers to provide detailed information about the order code and specific product problem to ensure effective online warranty processing.

- Once the warranty request is confirmed, the customer will receive a list of stores that can accept and process the warranty request.

Step 2: Receive and Process Repairs Directly at the Store

- Customers provide order code and product for store staff to check.

- The product will be reviewed by FitFlop's technical team to determine the problem or defect.

- Based on the determination of the technical team, the product will be repaired.

Step 3: Complete the Warranty Process

- Customers inspect the product upon receipt from FitFlop to ensure that any issues have been resolved.

2.2. Online to Online

Step 1: Request direct warranty service

- Customers need to contact FitFlop via Chatbox or Hotline, we may ask customers to provide detailed information about the order code and specific product problem to ensure effective online warranty processing.

Step 2: Process Warranty Claim

- Once the warranty claim is confirmed, the customer will receive a shipping code and shipping label to affix to the product before sending it back to the warehouse.

Step 3: Send Product to Store

- Customers are required to package the product carefully, ensuring that it is protected from damage during shipping.

- The customer attaches a shipping code or shipping label to the package.

Step 4: Receiving and Processing Product Repair

- FitFlop receives the sent product and confirms receipt of the customer's return order.

- The product will be reviewed by FitFlop's technical team to determine the problem or defect.

- Based on the determination of the technical team, the product will be repaired.

- Return Product to Customer

- Once the product has been repaired, FitFlop will contact the customer to notify them of the product return.

- FitFlop will return the warranty product to the customer using the shipping service originally selected.

Step 5: Complete the Warranty Process

- Customers inspect the product upon receipt from FitFlop to ensure that any issues have been resolved.