Widerrufsrecht

# RETURN AND REFUND POLICY

**Last updated: 17 July 2026**

Thank you for shopping with ZYZ-SPORTS.

ZYZ-SPORTS is operated by **HK YU YUAN INDUSTRIAL LIMITED**. This Return and Refund Policy explains the conditions and procedures for returning products purchased through **https://www.zyzsports.com**.

This policy provides a voluntary 30-day return period and does not limit any mandatory consumer rights available under applicable law.

## 1. 30-Day Return Period

Customers may request a return within **30 calendar days after receiving the order**.

The delivery date shown by the carrier’s tracking information will normally be used to determine when the 30-day period begins.

To start a return, contact us at **hongkongyuyuan@hongkongyuyuan.com** within the applicable return period.

Products sent back without first requesting a return may not be accepted or may experience processing delays.

## 2. EU and EEA Right of Withdrawal

Consumers residing in the European Union or European Economic Area generally have the right to withdraw from an online purchase within **14 days after receiving the goods**, without providing a reason.

To exercise this right, email **hongkongyuyuan@hongkongyuyuan.com** before the 14-day withdrawal period expires.

Your message should include:

- Your full name.
- Your order number.
- The products you wish to return.
- A clear statement that you wish to withdraw from the purchase.

After notifying us, you must return the products according to the instructions provided by our customer service team.

Our voluntary 30-day return policy provides additional time and does not replace or reduce the statutory 14-day right of withdrawal.

## 3. Return Eligibility

To qualify for a return under our voluntary return policy, products must be:

- Unworn and unwashed.
- Free from dirt, odours, stains, scuffs and outdoor wear.
- Free from damage caused after delivery.
- Returned with all original labels, tags and security attachments.
- Returned with the original product box and packaging.
- Returned with all accessories, spare laces, inserts and promotional items.
- Packaged securely inside a separate protective shipping box.

Customers must not attach shipping labels, adhesive tape or writing directly to the original shoe box.

The original shoe box forms part of the product. Material damage to or loss of the shoe box may affect eligibility under our voluntary return policy.

This does not limit mandatory rights relating to statutory withdrawal, defective products or non-conforming products.

## 4. Trying On Footwear

Customers may try on footwear indoors on a clean, dry and soft surface to check the size and fit.

Footwear must not be worn outdoors.

Customers should take reasonable care to avoid:

- Creasing.
- Sole marks.
- Dirt.
- Scuffs.
- Odours.
- Damage to labels or packaging.

For returns made under a statutory right of withdrawal, customers may inspect products only to the extent reasonably necessary to establish their nature, characteristics and fit.

Where permitted by law, we may reduce the refund to reflect a loss in value caused by handling beyond what would reasonably be permitted in a physical retail store.

## 5. Limited Editions and Collaboration Products

Limited-edition, collaboration and collectible products may be subject to additional inspection because the original packaging, accessories and condition can materially affect their value.

This may include products associated with:

- Travis Scott.
- Off-White.
- Nike SB.
- Air Jordan collaborations.
- Other limited releases.

The product, shoe box, spare laces, accessories, labels and security attachments must be returned in the condition required by this policy.

Nothing in this section limits mandatory consumer rights relating to withdrawal, defective goods or products that do not conform to the sales contract.

## 6. Non-Returnable Products

The following products may be excluded from our voluntary return policy where permitted by applicable law:

- Gift cards.
- Personalised or custom-made products.
- Products marked as final sale before purchase.
- Socks, undergarments or other sealed hygiene-sensitive products after the hygiene seal has been opened.
- Products damaged through misuse, improper care or unauthorised alteration.
- Products returned after the voluntary 30-day return period.

A “final sale” designation does not remove mandatory legal rights.

Defective, incorrect, damaged or non-conforming products remain covered by applicable consumer law regardless of any final-sale designation.

## 7. How to Request a Return

To request a return, email **hongkongyuyuan@hongkongyuyuan.com**.

Use the subject line:

**Return Request – Order Number**

Include:

- Your full name.
- Your order number.
- The product name.
- The size.
- The reason for the return.
- Photographs if the product is damaged, defective or incorrect.

Our customer service team will review the request and normally respond within **1–2 business days**.

If the return is approved, we will provide:

- Return instructions.
- A return authorisation reference.
- The applicable return destination.
- Any required shipping documentation.

Do not send a return to an address found on the website, parcel label or third-party directory. The correct return destination will be provided after the return request has been reviewed.

## 8. Return Shipping Costs

For change-of-mind, preference or incorrect-size returns, the customer is responsible for the direct cost of returning the products, where permitted by law and disclosed before purchase.

For products that are confirmed to be:

- Defective.
- Damaged before delivery.
- Incorrect.
- Missing material components.
- Materially different from their description.

we will cover reasonable return-shipping costs or provide an appropriate prepaid return method where required by applicable law.

Customers should not independently purchase an expensive return service and expect reimbursement without first receiving our instructions.

## 9. Return Shipping Method

Returns must be sent using a reliable and trackable delivery service.

Customers should:

- Keep the shipping receipt.
- Keep the tracking number.
- Package products securely.
- Follow the return instructions provided by us.
- Clearly include the return authorisation reference where requested.

For customer-funded returns, the customer is responsible for the parcel until it reaches the designated return destination.

We are not responsible for a customer-funded return that is lost because it was sent without tracking or contrary to the supplied return instructions.

## 10. Return Inspection

After a return is delivered, we normally inspect it within **2–5 business days**.

The inspection may verify:

- Product identity.
- Size and style code.
- Product condition.
- Signs of wear.
- Labels and security attachments.
- Original packaging.
- Included accessories.
- The reason for return.

If additional information is required, we may contact the customer before completing the return.

## 11. Refund Approval

If the return is approved, the refund will be issued to the original payment method.

Customers will receive an email when the refund has been processed.

After we issue a refund, banks and payment providers may require an additional **5–10 business days** to display the funds in the customer’s account.

We do not control the processing times of banks or payment providers.

## 12. Statutory Withdrawal Refunds

Where a valid EU or EEA statutory right of withdrawal is exercised, we will refund eligible payments in accordance with applicable law.

This generally includes:

- The eligible product price.
- The cost of our least expensive standard delivery option, where required by law.

Additional costs resulting from a premium or expedited delivery method selected by the customer are generally not refundable.

We may withhold the refund until:

- We receive the returned products, or
- The customer provides acceptable evidence that the products have been dispatched,

whichever occurs first.

## 13. Voluntary Return Refunds

For returns made after the statutory withdrawal period but within our voluntary 30-day return period, refunds are subject to the eligibility requirements in this policy.

Original delivery fees are generally not refundable for voluntary change-of-mind returns unless required by applicable law.

Customer-paid return-shipping costs are generally not refundable.

## 14. No Restocking Fee

We do not normally charge a restocking fee for eligible returns.

However, where permitted by law, a deduction may be made for:

- Loss in product value caused by excessive handling.
- Missing accessories.
- Missing original packaging.
- Damage caused after delivery.
- Products returned in a condition that does not meet the voluntary return requirements.

Any deduction will be reasonable and based on the actual loss in value.

Mandatory consumer rights remain unaffected.

## 15. Defective or Damaged Products

If a product arrives defective or damaged, contact **hongkongyuyuan@hongkongyuyuan.com** as soon as reasonably possible.

Provide clear photographs of:

- The product.
- The defect or damage.
- The product box.
- The external parcel.
- The shipping label.

Keep the product and all packaging until we have reviewed the claim.

Depending on the circumstances and applicable law, we may provide:

- Repair.
- Replacement.
- A price reduction.
- A full or partial refund.
- Another appropriate remedy.

## 16. Incorrect Products or Sizes

If we send an incorrect product, colour or size, contact us promptly at **hongkongyuyuan@hongkongyuyuan.com**.

Include:

- Your order number.
- Photographs of the received product.
- Photographs of the size label and style code.
- A photograph of the shipping label.

Where our error is confirmed, we will cover reasonable return costs and arrange an appropriate replacement or refund.

## 17. Missing Products

If products are missing from an order, first check whether the order was shipped in multiple parcels.

If the complete order has not arrived, contact us and provide:

- Your order number.
- A description of the missing product.
- Photographs of the received parcel and contents.
- A photograph of the shipping label.

We will investigate the matter with our fulfilment and delivery partners.

## 18. Exchanges

We do not guarantee direct exchanges.

Where a different size or product is required, the customer may need to:

1. Return the original product.
2. Receive the applicable refund.
3. Place a new order for the preferred product or size.

Product availability and prices may change before a new order is placed.

Contact us before returning a product if you would like to ask whether a direct exchange is available.

## 19. Order Cancellations

Contact us immediately at **hongkongyuyuan@hongkongyuyuan.com** if you wish to cancel an order.

We will attempt to cancel orders that have not entered processing or been dispatched, but cancellation cannot be guaranteed.

If an order has already been dispatched, the customer may use the applicable return or statutory withdrawal procedure after receiving the products.

## 20. Refused or Uncollected Parcels

A parcel may be returned if:

- Delivery is refused.
- The customer does not collect it.
- The address is incorrect or incomplete.
- The customer does not respond to the carrier.

If a parcel is returned for one of these reasons, reasonable return and redelivery costs may be deducted or charged where permitted by law.

This does not apply where delivery was refused because the parcel was visibly damaged or where mandatory consumer law provides otherwise.

## 21. Late or Missing Refunds

If you have received a refund confirmation but cannot see the refund:

1. Check the original payment method.
2. Contact your bank or payment provider.
3. Allow the stated processing period.
4. Contact us if the refund still has not appeared.

When contacting us, include your order number and refund confirmation.

## 22. Legal Guarantee for European Consumers

Consumers protected by European Union law generally benefit from a minimum two-year legal guarantee for new goods that are defective or do not conform to the sales contract.

Depending on the circumstances and applicable law, the customer may be entitled to:

- Repair.
- Replacement.
- A price reduction.
- A full or partial refund.

The legal guarantee is separate from our voluntary 30-day return policy.

Nothing in this Return and Refund Policy limits mandatory legal guarantee rights or other rights that cannot lawfully be excluded.

## 23. Policy Abuse and Fraud

We may refuse a voluntary return or take reasonable protective action where there is evidence of:

- Return fraud.
- Product substitution.
- Repeated abusive returns.
- False damage claims.
- Missing security attachments.
- Counterfeit products being returned in place of supplied products.
- Deliberate product damage.

Any decision under this section will not limit mandatory consumer rights.

## 24. Policy Changes

We may update this Return and Refund Policy to reflect changes in our operations, carriers, payment providers or applicable legal requirements.

The version applicable to an order is normally the version published when the order was placed.

The latest revision date appears at the top of this page.

## 25. Contact Us

For returns, refunds, cancellations, damaged products or order problems, contact:

**HK YU YUAN INDUSTRIAL LIMITED**  
Trading as: **ZYZ-SPORTS**

**Email:** hongkongyuyuan@hongkongyuyuan.com  
**Website:** https://www.zyzsports.com

Email support is available 24 hours a day, 7 days a week. We normally respond within 1–2 business days.

COMPANY AND CONTACT INFORMATION

HK YU YUAN INDUSTRIAL LIMITED
UNIT B 8/F HENFA COMM BLDG
348-350 LOCKHART RD
WANCHAI HK

Email: hongkongyuyuan@hongkongyuyuan.com
Telephone: +852-68431920