Refund policy

Our Commitment

We take pride in delivering high-quality sneaker cleaning, restoration, and customisation services. Every item is treated with care, expertise, and attention to detail. If you have any concerns, we are committed to resolving them fairly and professionally.

Services & Right to Cancel

Due to the bespoke nature of our services, once work has begun, cancellations are no longer possible. By booking with us, you acknowledge and accept that our services are tailored specifically to your item.

This does not affect your statutory rights.

No Returns for Change of Mind

As we provide a personalised service, we do not offer refunds for change of mind once the service has been completed.

This does not affect your legal rights where a service has not been carried out with reasonable care and skill.

Complaints & Timeframe

If you have a concern regarding the service provided, you must notify us within 48 hours of receiving your item. This allows us to assess the matter while the condition of the footwear is current.

Please provide:

  • Your order number
  • Clear photographs of the issue
  • A brief description of your concern

We aim to respond promptly and resolve matters efficiently.

Your Legal Rights (Consumer Rights Act 2015)

Under UK law, customers are entitled to services carried out with reasonable care and skill.

If a service has not been provided to this standard, you are entitled to:

  • A repeat performance, or
  • An appropriate price reduction, which may include a partial or full refund

These rights apply regardless of our internal policies.

What We Can & Cannot Accept as a Complaint

We may review complaints relating to:

  • Clear workmanship issues directly caused by our service
  • Incomplete services where agreed work has not been carried out

We do not accept complaints for:

  • Pre-existing damage, wear, or deterioration
  • Natural ageing of materials
  • Discolouration caused by previous treatments
  • Manufacturer defects
  • Results not meeting personal expectations where the service has been carried out correctly
  • Change of mind after service completion

Customisation Services

All customisation and bespoke design services are final and non-refundable once work has begun. By approving a design, you accept the outcome and acknowledge that artistic interpretation forms part of the service.

This does not affect your statutory rights in the event of faulty workmanship.

Transit, Collection & Delivery

Customers are responsible for ensuring items are securely packaged for shipping. We are not responsible for damage or loss caused by third-party couriers.

Any transit-related claims must be raised directly with the courier.

Limitation of Liability

We are not responsible for damage resulting from:

  • Pre-existing defects
  • Natural material reactions (e.g. dye bleed, cracking, peeling)
  • Manufacturer faults
  • Structural weakness due to age or heavy wear

Nothing in this policy excludes or limits our liability for negligence or for any matter where liability cannot be excluded under UK law.

Resolution

Where a fault is confirmed to be the result of our service, we will, at our discretion:

  • Re-perform the service, or
  • Offer an appropriate price reduction in line with UK consumer law

Contact

If you have any questions or concerns, please contact us at:
info@itsmodifie.co.uk

We are always happy to help and aim to resolve all matters professionally and fairly.

Acceptance

By using our services, you acknowledge that you have read, understood, and agreed to this Returns & Complaints Policy.