Return & Refund Policy
Thank you for shopping at Patinastar, operated by Hong Kong Hengqi International Limited. Unlike fast-fashion brands, every pair of Patinastar shoes is handcrafted and made to order. This means we do not hold finished inventory; your shoes are crafted specifically for you by our artisans once your order is placed.
Our policy is designed to be transparent about the costs of this premium craftsmanship while offering flexible, customer-friendly options. Please carefully read the following conditions regarding cancellations, returns, refunds, and exchanges.
Nothing in this policy limits any consumer rights that cannot be waived or restricted under the laws applicable in the customer’s place of residence.
Cancellation Policy
You may cancel your order within 2 hours of purchase by contacting our support team at support@patinastar.com.
After this 2-hour window, your order enters the production process and materials may be cut specifically for your order. Therefore, cancellations are generally not accepted after 2 hours, except where otherwise required by applicable law.
Return & Refund Options
If you are not satisfied with your purchase, you may request a return within 30 days of delivery.
Before returning any item, you must contact our customer service team by email at support@patinastar.com or through our online customer service channel to request return authorization and return instructions.
Because of our made-to-order business model, returns involve significant irreversible labor, material, and logistics costs. Subject to any mandatory rights under applicable law, we offer the following two refund options for eligible returns:
Option A: Refund as Store Credit (Recommended — No Return Fee)
Refund Amount: 100% of the eligible purchase amount
Fee: $0
Details: The full eligible amount will be credited to your Patinastar account as Store Credit. Store Credit does not expire and may be used toward any future eligible purchase or gift.
Please note that customers are still responsible for return shipping costs unless the returned item is confirmed to be defective, damaged upon arrival, or incorrect, or unless otherwise required by applicable law.
Option B: Refund to the Original Payment Method
Refund Amount: The total eligible amount paid, minus a 30% Craftsmanship and Restocking Fee
Fee: 30% deduction
Reason for the Fee: Because we do not keep finished inventory, this fee helps cover artisan labor, materials, international logistics, inspection, and warehouse restoration costs associated with made-to-order items.
The 30% fee will not be applied where prohibited by applicable law or where an item is confirmed to be defective, damaged upon arrival, or incorrect.
Customers are responsible for return shipping costs unless otherwise stated in this policy or required by applicable law.
Size Exchanges
We understand that purchasing shoes online can make choosing the correct size difficult. We offer two possible ways to handle eligible size exchanges:
Option 1: Keep & Reorder Program (Recommended)
To help eligible customers avoid the inconvenience and expense of international return shipping, we may offer a special Keep & Reorder solution.
How It Works: You keep the original item and place a new order for the correct size under special terms provided by our support team.
Benefit: This may eliminate return shipping expenses and shorten the overall exchange process.
Eligibility: This option is not guaranteed and is determined on a case-by-case basis. Please contact our support team at support@patinastar.com or through our online customer service channel to determine whether your order qualifies.
Option 2: Standard Return for Exchange
If you choose the standard exchange process, you must first return the original item to our designated return warehouse.
After the returned item is received and inspected, we will issue Store Credit for the eligible purchase amount without deducting the 30% Craftsmanship and Restocking Fee. You may then use the Store Credit to place a new order in the correct size.
Customers are responsible for all return shipping costs unless otherwise required by applicable law. The standard production time for the replacement pair will apply and is approximately 2–3 weeks.
Return Shipping Responsibilities
Customer Responsibility: For returns resulting from sizing issues, personal preference, or a change of mind, the customer is responsible for all return shipping costs to our designated return warehouse, except where applicable law requires otherwise.
We do not provide prepaid return shipping labels for these returns. Customers must arrange and pay for the return shipment themselves.
Before sending any return, customers must contact us at support@patinastar.com or through our online customer service channel to obtain return authorization and confirm the applicable return instructions.
Defective, Damaged, or Incorrect Items: If you receive a defective, damaged, or incorrect item, please contact us at support@patinastar.com, preferably within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs of the item and packaging.
After reviewing and verifying the issue, we will cover the applicable return shipping costs and arrange a replacement or full refund. The 48-hour notification request does not limit any non-waivable rights available under applicable law.
Lost Packages: If your package does not arrive within the estimated delivery timeframe, please contact us so that we can initiate an investigation with the shipping carrier.
Please do not send any return without first contacting our customer service team and receiving return authorization.
Return Address
Unless otherwise instructed by our customer service team, approved returns should be sent to:
No. 7, Shuzaiyuan Industrial Zone, Heping, Mayan, Jiangcheng District, Yangjiang, Guangdong, China
Customers are responsible for ensuring that the returned parcel is securely packaged and sent to the correct return address.
We strongly recommend using a trackable shipping service and retaining the shipping receipt and tracking number until your return and refund have been fully completed.
Exceptions
Custom Series: Goodyear Series and Crocodile Series products are fully customized and considered Final Sale. These products are not eligible for returns or exchanges unless they are confirmed to be defective, damaged upon arrival, or incorrect, or unless applicable law requires otherwise.
Item Condition: Returned items must be unused, unworn, undamaged, and returned in their original condition with all tags, accessories, and original packaging intact.
Items showing signs of wear, damage, alteration, misuse, or missing packaging may not qualify for a refund or exchange, subject to applicable law.
Return Process and Timeline
Request a Return: Contact our customer service team by email at support@patinastar.com or through our online customer service channel. Please provide your order number and the reason for your return.
Receive Authorization: Our support team will review your request and provide return instructions if your return is approved.
Ship the Item: Send the approved return to the designated return address:
No. 7, Shuzaiyuan Industrial Zone, Heping, Mayan, Jiangcheng District, Yangjiang, Guangdong, China
Customers are responsible for paying the return shipping costs unless the item is confirmed to be defective, damaged upon arrival, or incorrect, or unless otherwise required by applicable law.
Tracking: We strongly recommend using a trackable shipping method and keeping your return tracking information and shipping receipt.
Receipt and Inspection: Once the returned item arrives at our return warehouse, our team will inspect the item and verify its eligibility for a refund or Store Credit.
Refund Processing: For approved returns, the applicable refund or Store Credit will be processed within approximately 3–5 days after we receive the returned item, subject to inspection and applicable law.
Store Credit will become available after it has been processed.
Refunds issued to the original payment method may take additional time to appear in your account depending on the processing times of your bank, card issuer, or payment provider.
Contact Information
Store Name: Patinastar
Company: Hong Kong Hengqi International Limited
Website: patinastar.com
Email: support@patinastar.com
Online Customer Service: Available through our website
Phone: +86 15826442144
Business Address: Room D02, 9/F, Precious Industrial Centre, 18 Cheung Yue Street, Cheung Sha Wan, Kowloon, Hong Kong
Return Address: No. 7, Shuzaiyuan Industrial Zone, Heping, Mayan, Jiangcheng District, Yangjiang, Guangdong, China
