Refund policy
At Ergo Hike, we are committed to ensuring our customers are 100% satisfied with their
footwear purchases. If you are not satisfied with your boots or shoes for any reason, we
are here to help. To save you time and money, we prioritize offering replacements
over processing returns. Please review the return and refund process outlined below.
Our 30-Day Money Back Guarantee Coverage
Our guarantee ONLY covers:
Manufacturing defects or quality issues (sole separation, stitching defects,
material flaws, hardware failures)
● Wrong items sent by our warehouse (incorrect size, style, or color sent by us)
● Significantly delayed orders beyond our stated delivery timeframes
● Orders not received with proper postal verification
● Items substantially different from product descriptions
● Products damaged during shipping
Our guarantee DOES NOT cover:
● Change of mind or style regret (returns available with fees)
● Wrong size ordered by customer (exchanges available with fees)
● Normal break-in period for new footwear
● Minor cosmetic variations in leather grain or color
● Products worn outdoors or showing any use
● Missing original packaging or accessories
● Sale or clearance items
All guarantee claims must meet our condition requirements and be reported
within 30 days of delivery.
Common Return Reasons and Solutions
Arrived Late
For USA orders: If your order arrives later than 45 days from warehouse departure, we offer a free replacement or refund.
For Brazil orders: If your order arrives later than 110 days due to customs clearance, we offer a free replacement or refund.
For other countries: If your order arrives later than 60 days, we offer a free
replacement or refund.
Important: Sometimes orders are held at your nearest post office due to insufficient address, unclaimed package, or no such number. Please contact your local post office first if tracking shows "pending" or "alert" status.
Defective/Manufacturing Defects/Quality Issues
If your footwear has quality issues (sole separation, stitching defects, material flaws, hardware failures), we will send you a replacement pair free of charge. Return processing only available if you specifically insist at your own shipping cost.
Doesn't Fit Me (Wrong Size Ordered by Customer)
We offer a free size exchange program - keep your original pair until the new size
arrives for comparison. Return processing available if you insist, but you are responsible for returning shipping fees to our China warehouse.
Changed Opinion (Item No Longer Desired)
You may return the footwear for a refund, but you are responsible for returning shipping fees to our China warehouse and a 15% restocking fee applies.
Wrong Item/Size Received (Our Warehouse Error)
We will send you a replacement pair free of charge or we will send you a refund
whichever you prefer.
Package Damaged on Arrival
If your footwear arrives damaged, we will send you a replacement pair free of
charge.
Required actions:
● Take clear photos or videos of damaged items on flat surface where defects and
size labels are visible
● If photos cannot clearly prove damage, upload a video
● Report within 3 days upon delivery.
● For size issues, measure product using correct method and provide
Note: Damaged packaging cannot be replaced due to international shipping. For all our
products, replacement is recommended over returns.
Order Cancellation
Before warehouse processing: Full refund available. After warehouse processing:
Cancellation & refund may not be possible for products that have been already shipped.
Other Issues
If tracking shows "Alert" status, common reasons include:
● Incorrect/insufficient address
● No such number
● Unknown recipient
● Refused delivery
● Not picked up in time
● No safe delivery location
● Uncleared customs
Action required: Please contact your local post office to arrange pickup. Local
distributors attempt delivery 1-3 times, then packages are stored at the post office for
3-7 days before returning to the sender.
For any other issues, contact us directly at info@ergohike.com, and we will work
with you to resolve the problem.
How to Return Your Order
If you need to return all or part of your order, please follow the steps below:
Step 1: Contact Us
Email us at info@ergohike.com within 30 days of receiving your order. Please
include:
● Your order number
● Reason for the return
● Required documentation based on issue type:
○ For damaged items: Clear photos or videos showing defects and labels
on flat surface
○ For sizing issues: Foot measurements and photos using correct
measurement method
○ For non-delivery: Official non-delivery certification from local post office
with seal
○ For disputes: Screenshot of any complaints or disputes including name,
date, and content
Step 2: Approval & Return Address
Our customer service team will:
● First offer a replacement (faster and no shipping costs)
● Confirm if your return is accepted if you insist
● Provide you with the China warehouse return address
● Note: Return will be canceled after 14 days from approval if no response.
Step 3: Prepare Your Return
Securely pack the footwear meeting these requirements:
● Indoor try-on only - no outdoor wear or sole marks
● Original shoe box and packaging
● All accessories included (insoles, laces, care cards)
● Clean condition with no odors or stains
● Wear clean socks during any testing period
Step 4: Ship the Return
● Send the package to our China warehouse address provided
● Share the tracking number with our customer service team
● Customer pays international return shipping (unless our error)
● Products must be returned if our Dispute Team requests return
Important notes:
● If logistics company provides return service to China, we will add returned
products to your private inventory
● We take no responsibility for products lost during return process
● Cannot offer refund/replacement if you don't process undelivered orders or if
packages are destroyed by logistics companies
Step 5: Processing
Once we receive and inspect your returned footwear:
● Replacements: Sent within the same timeframe as the first order
● Refunds: Processed per timeframes listed in Processing Fees section
Non-Returnable Items
Footwear that meets the following criteria cannot be returned:
● Shoes worn outdoors or showing any sole wear patterns
● Footwear with scuff marks, dirt, stains, or odors
● Items missing original shoe box or packaging
● Missing accessories (insoles, laces, care instructions)
● Sale/clearance items marked as final sale
● Shoes damaged by customer after delivery
● Products damaged due to long-term storage (if stored in our warehouse for
extended periods)
Products Damaged on Arrival
If your footwear was damaged during transit:
● We will send a replacement product free of charge
● If a second defect occurs with the replacement, we will issue a full refund
All damage reporting requirements are covered in Step 1 above.
Footwear Condition Requirements
Proper Try-On Guidelines
To maintain return eligibility:
● Indoor testing only on clean carpet or rugs
● Maximum 2-3 days for fit assessment
● Wear clean socks when testing
● Walk only on soft surfaces (no concrete or pavement)
Return Condition Standards
● Clean, unmarked soles with no wear patterns
● No scuff marks on uppers or heel areas
● Original shape maintained (no stretching)
● No odors from extended wear
● All original components present
Account Protection Policy
● Maximum 2 refunds per customer per year
● One refund per customer per 90-day period
● Repeated refund requests may result in account review
● False claims may result in account suspension
Processing Fees & Timeframes
Refund Processing
● Assessment: 24-48 hours after request
● Return shipping: Customer responsibility (unless our error)
● Restocking fee: 15% for change of mind returns
● Processing time: 5-7 business days + 3-7 days banking
● International banking: Can add 5-10 business days
● Currency conversion: May affect final refund amount
Quality Inspection Service Impact
● With Ergo Hike quality inspection: Full refund/replacement responsibility covered
● Without quality inspection: Refunds limited to China market cost evaluation
Contact & Important Information
Contact Us
● Email: info@ergohike.com
● Subject format: "RETURN/REFUND - [Order Number]"
● Response time: 24-48 hours, Monday-Friday
Important Requirements
● All returns must be approved by customer service before shipping
● Unauthorized returns will not be accepted
● 30-day window starts from delivery confirmation
● Original payment method required for refunds
● All returns ship to China warehouse (international costs apply)
Our Commitment
We recommend contacting us for replacements or size exchanges before requesting returns or refunds, as these options are typically faster, more convenient, and cost-effective for you.
Thank you for choosing Ergo Hike. We stand behind our footwear quality and are
committed to ensuring your complete satisfaction.