Thank you for shopping at Patinastar, operated by Hong Kong Hengqi International Limited. Every pair of Patinastar shoes is handcrafted with care. This policy explains our free return and free exchange service, cancellations, refunds, eligibility requirements, and processing timelines.
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 [email protected].
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.
FREE EXCHANGE / FREE RETURNS
If you are not satisfied with an eligible purchase, you may request a free return or free size exchange within 7 days of delivery.
Before returning any item, contact our customer service team at [email protected] or through our online customer service channel to request authorization and prepaid return instructions.
- Return Shipping: Patinastar covers return shipping for eligible returns and exchanges. We will provide a prepaid return label or equivalent prepaid shipping instructions.
- Refund Amount: 100% of the eligible purchase amount will be refunded to the original payment method or issued as Store Credit, according to your selection.
- Fees: There is no return fee, restocking fee, or craftsmanship fee for eligible returns.
- Store Credit: Store Credit does not expire and may be used toward a future eligible purchase or gift.
Free Size Exchanges
Eligible size exchanges are free. Contact our support team before returning the original item so we can provide authorization and prepaid return instructions.
After the returned item is received and inspected, the replacement pair will be shipped within 24–48 hours. Patinastar covers the eligible return shipping and replacement shipping costs.
Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us at [email protected], 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 provide prepaid return instructions and arrange a free 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 receiving return authorization.
Return Address
Hong Kong Hengqi International Limited is the company responsible for PatinaStar. The Guangdong address below is the company’s authorized returns warehouse, used solely to receive and inspect approved returns; it is not a separate seller or contracting entity.
Unless otherwise instructed by our customer service team, approved returns should be sent using the prepaid return instructions we provide to:
No. 7, Shuzaiyuan Industrial Zone, Heping, Mayan, Jiangcheng District, Yangjiang, Guangdong, China
Please securely package the returned item and retain the shipping receipt and tracking number until your return, refund, or exchange is complete.
Exceptions and Item Condition
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 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, subject to applicable law.
Return, Exchange, and Refund Timeline
- Request Authorization: Contact [email protected] or our online customer service channel with your order number and reason for the request.
- Receive Prepaid Instructions: If eligible, our support team will provide authorization and a prepaid return label or equivalent prepaid shipping instructions.
- Ship the Item: Securely package the approved return and send it according to the instructions provided.
- Receipt and Inspection: Once the returned item arrives at our return warehouse, we will inspect it and verify eligibility.
- Exchange Shipping: An approved replacement will be shipped within 24–48 hours after we receive and inspect the returned item.
- Refund Processing: An approved refund or Store Credit will be processed within approximately 3–5 days after we receive and inspect the returned item. Refunds to the original payment method may take additional time to appear depending on your bank, card issuer, or payment provider.
Contact Information
- Store Name: Patinastar
- Company: Hong Kong Hengqi International Limited
- Website: patinastar.com
- Email: [email protected]
- Online Customer Service: Available through our website
- Phone: +8525709 6577
- 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
