Politique de remboursement

Return & Refund Policy
Last updated: June 17, 2026

Policy Overview

• Return Period: 30 days from delivery date
• Refund Processing Time: 7 business days from receipt
• Return Shipping Costs: covered by the customer
• Restocking fee: There is no restocking fee.

1. RETURN PERIOD
You have 30 calendar days from the delivery date of your order to initiate a change-of-mind return request. For defective, damaged, incorrect, or faulty items, your rights under applicable federal, provincial, and territorial consumer protection laws of Canada apply and may extend beyond this 30-day period.

2. COST SUMMARY
To ensure full transparency, below is a summary of costs related to returns:
- Restocking fee: CAD 0.00;
- Return shipping for a confirmed defective, damaged, or incorrect item: CAD 0.00 where Kind Walks requires and authorizes the return;
- Return shipping for a change-of-mind return: at the customer's expense.

All amounts in this policy are stated in Canadian dollars (CAD).

3. RETURN CONDITIONS
To be eligible for a change-of-mind return, the item must meet the following requirements:
- The item must be unused, unwashed, clean, and in its original condition;
- Shoes must only have been tried on indoors on a clean surface;
- All original tags, labels, accessories, and packaging must be intact and undamaged;
- Proof of purchase, such as the order number or receipt, must be provided; and
- The customer must follow the authorized return instructions and use a trackable shipping method.

The following items are not eligible for a change-of-mind return:
- Items clearly marked as Final Sale at the time of purchase;
- Perishable goods, underwear, and hygiene-sensitive goods, including earrings, swimwear, or lingerie where applicable, when return is restricted for health and safety reasons; and
- Items used, worn outdoors, washed, altered, contaminated, or damaged after delivery by the customer.

These exclusions do not apply where mandatory consumer law provides a remedy for a defective, damaged, misdescribed, or incorrect item.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive an item that is damaged, defective, or different from what you ordered, Kind Walks will provide an appropriate remedy, which may include replacement, repair where appropriate, or a full refund, at no additional cost as required by applicable law.

For items valued below CAD 39.00, or items clearly damaged on delivery, we generally do not require a physical return. For other cases, if a return is necessary, Kind Walks will provide instructions and arrange or reimburse reasonable return shipping in accordance with those instructions.

Action required: Contact hello@kindwalks.com as soon as possible and preferably within 7 days for visible transit damage. Include your order number, a clear photo or video of the item and packaging, and a brief description of the issue. The 7-day notification request assists with investigation and does not limit any mandatory rights that apply for longer.

5. HOW TO INITIATE A RETURN (CHANGE OF MIND)
To ensure a smooth return process, follow these steps:
1. Contact us first: Do not send items without prior authorization. Email hello@kindwalks.com with your order number, the item concerned, and the reason for the return.
2. Receive instructions: Our customer-service team will aim to respond within 24 business hours, Monday to Friday, and will provide the applicable instructions and correct return address.
3. Ship the item: Pack the item securely in its original packaging and send it to the approved return address using a trackable shipping method. Retain the receipt and tracking number until the refund is completed.

Kind Walks is not responsible for loss, damage, customs charges, misdelivery, or delays during a customer-arranged change-of-mind return. This exclusion does not apply where Kind Walks arranged the shipment or where liability cannot legally be excluded.

6. EXCHANGES (SIZE OR COLOUR REPLACEMENT)
We do not currently offer direct exchanges for size or colour. To obtain a different size, colour, or item:
- Request an authorized return within 30 days after delivery;
- Return the original item in accordance with this policy; and
- Place a new order for the required product.

The original return is handled separately from the new order. For a defective, damaged, or incorrect item, contact us before placing a new order so that we can provide the appropriate remedy without additional cost.

7. RETURNS ADDRESS
All approved Kind Walks returns must be sent to the return facility or supplier address specifically provided by customer service for that return. The correct address may vary by product, supplier, and destination.

Important note: Our administrative and correspondence address is:
Kind Walks, operated by Film Cartel
Wiegmanweg 14
2242 AZ Wassenaar
The Netherlands

This is not a return address. Do not send returns there. A return sent to this or any other unapproved address may not be received, accepted, processed, or refunded. Resulting costs, delays, loss, handling, redirection, or reshipping are the customer's responsibility to the extent permitted by law.

8. REFUND PROCESSING
Once an authorized returned item has been received at the correct facility, we generally inspect it within 3 business days. We will notify you by email whether the refund is approved, partially approved where legally permitted, or rejected with an explanation.

If approved, the refund will be initiated within 7 business days to the original payment method. Banking and payment-provider processing times may cause an additional delay before the funds appear in your account.

The refund includes the approved product price and any standard outbound shipping charge originally paid for the returned item where required by applicable law. Any optional premium, priority, or express amount exceeding the standard shipping rate is non-refundable unless the premium service was not provided or applicable law requires otherwise. Change-of-mind return costs remain the customer's responsibility.

No restocking fees: Kind Walks does not charge a restocking fee.

9. CONSUMER RIGHTS
Our products are covered by mandatory guarantees and remedies under the applicable federal, provincial, and territorial consumer protection laws of Canada. Depending on the circumstances and applicable law, you may be entitled to repair, replacement, cancellation, refund, price reduction, or compensation for legally recoverable losses when goods are defective, unsafe, misdescribed, not delivered as agreed, or otherwise fail to comply with mandatory legal requirements.

Kind Walks separately provides a voluntary 30-day change-of-mind return policy. Canada does not have a single general statutory change-of-mind withdrawal period that applies identically to every online sale in every province and territory. Any mandatory cancellation right that applies in the customer's province or territory remains unaffected.

To exercise a return or cancellation right, send an explicit statement to hello@kindwalks.com containing your order number and sufficient information to identify the request. A specific form is not required unless applicable law requires one.

Nothing in this Return & Refund Policy limits, waives, or excludes any right or remedy that cannot lawfully be limited, waived, or excluded.

10. CANCELLATION POLICY
You may request cancellation within 4 hours after placing your order by emailing hello@kindwalks.com. After this period, we may be unable to cancel the order if processing, fulfilment, or shipment has begun. If cancellation is no longer operationally possible, wait for delivery and follow the authorized return process. This voluntary cancellation window does not restrict mandatory statutory cancellation rights.

11. CONTACT AND COMPANY INFORMATION
For questions or concerns regarding this Return & Refund Policy, contact us:

• Address: Wiegmanweg 14, Wassenaar, 2242AZ, The Netherlands
• Email: hello@kindwalks.com
• Phone: +31634055286

Monday - Friday:
09:00 - 17.00 AST/ADT