Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Due to the amount of time and effort dedicated to creating each pair of customs at TheCustomKicksAustralia, refunds, returns and exchanges cannot be offered under the following conditions:

- The shoes were damaged due to regular wear/tear 

-A customer has decided to change their mind about the design of the shoes or no longer wants to purchase the shoes

-A customer seeks to exchange their shoe size after placing the order on our website 

-The customer seeks to obtain a refund/exchange due to the product not meeting an unreasonable standard of expectation - e.g. a pair of customs is sold using the same materials and method of application as the majority of products available on the website and the design does NOT possess any defects however the customer is still unhappy with their purchase. 

Please note: All of our products are custom made by hand and thus should be regarded and treated as a specialty item - we recommend avoiding heavy usage and wearing our customs in harsh environments that may easily damage/tarnish/spoil the design as we are not liable for any damages incurred after the purchase of the product.

TheCustomKicksAustralia does not offer refunds or cancellations or exchanges due to change of mind. 
Change of mind may include: 

- Sending an email after the purchase to request cancellation of the order 

- Contacting TCKA via direct message, or any other means to request cancellation of the order 

-Falsely and deceptively claiming that the item is damaged/faulty in order to receive a refund 

Should we suspect that the item was intentionally tampered with or damaged or should it be proven that the customer has falsely claimed that the product is faulty upon receiving the product in order to obtain a refund we reserve the right to refuse the refund on the basis of reasonable evidence, that which includes: 

-A record of the customer contacting us after the purchase in order to obtain a refund due to change of mind (this may include emails, text messages, social media messages or any other form of contact) 

-Upon receiving the item the customer attempts to obtain a refund under the guise of a faulty product claim 

-It can be proven that the customer had motive to make false/exaggerated claims about the condition of the product upon arrival in order to obtain a refund

Please note:

You have 48 hours to notify us of any damage/defects in the product upon arrival. Should you notify us of any damages in a period that exceeds this time frame we retain the right to refuse a refund. 

Please take in to account that each pair of customs are:

1) Hand made to order and thus extremely minor imperfections of the design do not warrant a full refund (E.g. minor lipping of one small part of the design, however the design as a whole is still fully intact and the defect is not evident without extremely close inspection of the shoe) 

2) Manufactured by Nike; as with all manufactured products there may be some minor imperfections of the shoe itself and this cannot be avoided even though purchased 100% brand new  (E.g. extremely minor scratches/defects that are not evident without extremely close inspection of the shoe) and thereby does not warrant a full refund.

 

If you would like us to replace or provide a refund for an item and we find that:

The item does not possess any defects upon arrival, the item is in a condition that is substantially fit for its purpose (to wear) and that the design is reasonably consistent with its product photos and/or description than we are permitted by the Australian Consumer Law to decline to provide a refund or replacement. 

The item has been lost, destroyed or disposed of by you; or the item has been damaged after being delivered to you for reasons not related to its state or condition at the time of supply to you; or
the period of time since supply and circumstances are such that we are permitted by the Australian Consumer Law to decline to provide a refund or replacement, then we may, at our discretion, decide not to replace or refund you for the item and/or we may require you to pay all reasonable postage costs. To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses that you incur as a result.

In the rare case that your product is faulty upon arrival we would like you to take the following steps so that we may resolve the issue as swiftly as possible:

-Please take note of your order number as well as photos of the fault in the product and send them to info@thecustomkicksaustralia.com or direct message us on instagram @thecustomkicksaustralia

We retain the right to refuse a refund/return if the product is returned and does not arrive in the same undamaged/unused condition upon the initial purchase of the item. 

A faulty product does not include a product that is of reasonable quality and fit for the purpose of which it is bought. 

FULL/MAJORITY REFUNDS

Should your product arrive with major defects/damages in the Nike shoes themselves, in order to obtain a full/majority refund we require that you take the following steps in order for us to resolve this issue as swiftly as possible:

-Send photos of the damage/defect on the shoe and order number to our business email info@thecustomkicksaustralia.com or direct message our Instagram page @thecustomkicks australia

We will review your complaint and may offer a full/majority refund if we believe that there is a major discrepancy between the quality that is advertised and the quality that you receive. 

PARTIAL REFUNDS 

Should your product arrive with a minor defect in the design of the shoes or the shoe itself, in order to obtain a partial refund for the cost of the design we require that you take the following steps in order for us to resolve this issue as swiftly as possible:

-Send photos of the damage/defect on the design and order number to our business email info@thecustomkicksaustralia.com or direct message our Instagram page @thecustomkicksaustralia

We will review your complaint and may offer a partial refund for the cost of the design or a repair if it can completed within a reasonable timeframe if we believe there is a major discrepancy between the quality that is advertised and the quality that you receive. 

We retain the right to determine whether customers will receive any refund, or full or partial refund based upon the reasonable inspection of the shoes upon return. 

A faulty product does not include a product that is of reasonable quality and fit for the purpose of which it is bought. 

If the item is found to be under the following conditions prior to reception of the item by the consumer or immediately after, by the Australian Consumer Law we are permitted to decline a refund/replacement at our discretion:

a) Fit for the purpose of which it is commonly used

b) Free from defects

c)Acceptable in appearance and consistent with the quality of the majority of the items sold on this website 

Should we be able to provide evidence (photo or otherwise) that the item was of the above conditions than by the ACL we are permitted to decline a refund/replacement. 

 

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards..

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.