Viking Sneaker Returns, Exchanges & Refunds Policy

Last updated: 3 August 2026

At Viking Sneaker, we are committed to our customers' satisfaction. This Returns, Exchanges & Refunds Policy sets out the conditions that apply to purchases made in our online store, in accordance with European consumer protection law, in particular Directive 2011/83/EU on consumer rights.

1. Right of Withdrawal

Under Article 9 of Directive 2011/83/EU, the customer may withdraw from a purchase made online within 14 (fourteen) calendar days of the date the product is received.

For the return to be accepted, the product must:

• show no signs of wear;

• be returned in its original packaging, whenever possible;

• include the tags, manuals, gifts and accessories received;

• be accompanied by the invoice or proof of purchase.

Once the return has been reviewed and approved, the refund will be made to the payment method used for the purchase.

2. Exchange for Defects

If the product has a manufacturing defect, the customer may request an exchange or an assessment under the legal guarantee.

Requests must be made within 30 days for non-durable products or 90 days for durable products, without prejudice to your statutory rights under applicable law.

We may ask you to send photos, videos or the product itself for assessment.

Once the manufacturing defect has been confirmed, Viking Sneaker may, in accordance with applicable law:

• replace the product;

• repair it, where applicable;

• issue store credit for a new purchase;

• issue a full refund.

3. Incorrect Product

If the customer receives a product different from the one purchased, they must contact our customer service team within 7 calendar days of receipt.

Once the error has been confirmed, we will arrange a replacement at no additional cost.

4. Conditions for Exchanges

Exchanges may be refused if any of the following is found:

• use of the product;

• damage caused by the consumer;

• missing essential accessories;

• signs of misuse;

• alteration of or tampering with the product.

5. Products That Cannot Be Exchanged

Except in the cases provided for by law, exchanges or returns will not be accepted for products showing:

• wear and tear from normal use;

• damage caused by washing or improper storage;

• alterations made by the consumer;

• defects resulting from improper use.

6. Request Process

To request an exchange, return or refund, the customer must contact Viking Sneaker through its official channels, providing:

• order number;

• full name;

• reason for the request;

• photos or videos, when necessary.

Our team will review the request and explain how to proceed.

7. Refunds

Once the return has been received and approved, the refund will be made to the payment method used for the purchase.

Timeframes may vary depending on the payment method:

• Refund request: the refund will be requested from the payment provider immediately after the return is approved.

• When it appears: depending on the rules of your bank, card issuer or payment provider, the refund may appear on your current or a subsequent statement, in accordance with the policies of the financial institution concerned.

8. Shipping Costs

In cases of:

• manufacturing defects;

• shipping errors;

• products that do not match the order;

• exercise of the right of withdrawal within the legal period;

the return costs will be borne by Viking Sneaker, in accordance with applicable law.

In all other cases, where the exchange does not arise from a legal obligation, any shipping costs may be payable by the customer.

9. Return Assessment

Every returned product goes through a quality check.

If signs of use incompatible with a return, or any breach of the conditions of this policy, are found, the request may be refused and the product will be sent back to the customer.

10. Contact

If you have any questions, or to request an exchange, return or refund, please contact us through the official channels available on our website.

Viking Sneaker remains at your disposal to provide transparent, fast service in line with European consumer protection law.