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ADAN CUSTOM RETURN & REFUND POLICY

Last updated: June 1, 2025

1. OUR GUARANTEE & QUALITY ASSURANCE

At Adan Custom, we are committed to providing you with premium custom sneakers. Every pair of sneakers undergoes a rigorous inspection process before shipping to ensure quality.

By placing an order, you confirm that you have read, understood, and accepted the following policies.

All sales are final.

Because every pair is made-to-order and handcrafted specifically for you based on your chosen design and size, we do not accept returns or refunds for reasons such as “change of mind,” “incorrect size selection,” or “personal preference.”

We stand behind our work. If the product you receive has a serious quality defect or does not match your order requirements (due to our error), we promise to replace it for free or issue a full refund.

2. ORDER CANCELLATION OR CHANGE POLICY

Since our custom sneakers are processed immediately according to your requirements, we have a strict cancellation window.

Within 24 hours of ordering:
You can contact us to cancel or change your order (size, address, or design).
However, please be aware: If you choose to cancel, we will deduct a 4.5% processing fee from your refund. This is not for us — it covers the transaction fee that PayPal charges us the moment you pay, which they do not refund to us. We cannot pay for your change of mind out of our own pocket.

After 24 hours of ordering:
We do not accept any cancellations or changes.
By this time, we have already bought your base sneakers and started prepping them to ensure they reach you on time. Once this window closes, the order is locked for production, and we cannot accept cancellations or changes to the order details, and we will proceed to complete and deliver your order as agreed.

3. RETURN & REFUND POLICY

You must email us within 7 calendar days of the delivery date marked by the carrier. Requests made after this 7-day window will not be accepted.

3A. Acceptable Situations for Refund/Exchange

We take full responsibility if the error is ours. You are eligible for a Full Refund or Free Exchange in these specific situations:

  • Wrong Item Sent: We sent you a size, color, or design different from what you ordered.
  • Damaged in Transit: The sneakers arrived with severe quality issues (e.g., sole separation, major paint peeling).
  • Lost in Transit: The carrier has officially confirmed that your package is lost in transit.

Resolution:

  • Case 1 (Standard Returns): For wrong or damaged items, we will provide a pre-paid return shipping label. Upon receipt and inspection of the returned product, we will issue a free exchange or a full refund.
  • Case 2 (Lost Shipments): For items confirmed lost in transit by the carrier, we will initiate the refund process immediately. For the refund process, please refer to Section 5 below.

3B. Unacceptable Situations for Refund/Exchange

Because every pair is custom-made to order, all sales are final. We DO NOT issue refunds or accept returns in the following situations:

  • Change of Mind: You simply decided you don’t want it anymore.
  • Wrong Size Selection: You ordered the wrong size. We use 100% authentic base sneakers with standard brand sizing. Please double-check before ordering.
  • Slight Color Variations: Due to the hand-painted nature and monitor differences, minor color variations (up to 10%) are considered normal and not a defect.
  • Sneaker Box Damage: The box is strictly for protection. Box damage during shipping is NOT considered a product defect if the sneakers are fine.
  • Used or Worn Items: Returns must be brand new. We reject items with creases, dirty soles, removed tags, or other signs of wear.
  • Wrong Address: The package was returned, lost, or destroyed because you provided an incorrect or incomplete address.
  • Refused Delivery (Customs Fees): The package was returned or destroyed because you refused to pay customs fees or import taxes.
  • “Delivered” but Missing: The carrier marked the package as “Delivered,” but you claim not to have received it. (Once a shipment is marked as “Delivered” by the carrier, delivery responsibility is handled between the recipient and the carrier. We can provide shipping details and assist with the claim process where possible, but we cannot guarantee recovery of packages marked as delivered).

4. REQUIRED INFORMATION FOR RETURN, REFUND & EXCHANGE

To process your request quickly, you must provide the following information when contacting support@adancustom.com. Failure to provide this information may result in your request being denied.

  • For Wrong Item Sent (Design/Style Error):
    • Photo of the sneakers clearly showing the design.
    • Photo of the sneaker box.
    • Photo of the shipping label on the package.
  • For Wrong Item Sent (Size Error):
    • Clear photo of the sneakers.
    • Photo of the sneaker box.
    • Photo of the shipping label on the package.
    • Photo of the size tag on the sneaker tongue and box.
    • Photo of the outsole length measured by a ruler.
    • Photo of the insole length measured by a ruler.
  • For Damaged in Transit:
    • Photo of the outer packaging (shipping box).
    • Photo of the whole sneakers.
    • Clear close-up photo of the defect/damage.
    • Photo of the sneaker box.
    • Photo of the shipping label on the package.
  • For “Delivered but Not Received”:
    • If tracking shows “Delivered” but you cannot locate the package, please check your mailbox/porch, building reception, and with neighbors. Then contact the carrier as soon as possible to open a case or file a claim.
    • Important: Once a shipment is marked as “Delivered” by the carrier, delivery responsibility is handled between the recipient and the carrier. We can provide shipping details and assist with the claim process where possible, but we cannot guarantee recovery of packages marked as delivered.

Note: We reserve the sole right to define and determine “defective” quality based on industry standards.

5. REFUND PROCESS & TIMELINE

  • Approval: Once we approve your refund request and (if applicable) receive your returned item, we will notify you via email.
  • Processing: The refund will be automatically applied to your original method of payment within 5 business days.
  • Late or Missing Refunds:
    • If you haven’t received a refund yet, first check your bank account again.
    • Then contact your credit card company; it may take some time before your refund is officially posted.
    • Next, contact your bank. There is often some processing time before a refund is posted.
    • If you’ve done all of this and you still have not received your refund yet, please contact us at support@adancustom.com.

6. CONTACT

If you have any questions about your return or refund, please contact us at: support@adancustom.com