Refund Policy

3.1 Policy Scope & Basic Principles

This Refund Policy is formulated to standardize the platform’s refund and return service process, protect the legitimate consumption rights and interests of global users, and ensure that all refund and return behaviors on the Sam Edelman official e-commerce platform are standardized, transparent and efficient. This policy applies to all eligible orders and products purchased on this platform, covering all product lines such as footwear, apparel, bags and accessories. All users who initiate return and refund applications on the platform shall abide by the provisions of this policy, and the platform will handle all refund business in strict accordance with the standardized process stipulated in the policy.
The core service principles of the platform’s refund policy are fairness, transparency, efficiency and user priority. We adhere to the service tenet of worry-free shopping and hassle-free after-sales, provide long-term and flexible return and refund cycle services, simplify the return and refund process, reduce the operation threshold for users, and ensure that every user can enjoy standardized and secure after-sales refund services. All refund rules are publicly displayed on the official website without hidden terms and differential treatments, ensuring that users can clearly understand the refund standards and process before shopping.

3.2 60-Day Free Return Eligibility Rules

Sam Edelman provides a 60-day free return service for all eligible products on the platform, which is a long-cycle and high-quality after-sales service specially launched for global users. The 60-day free return period starts from the date when the user successfully signs for the order goods. Within the valid return period, users can initiate a free return application for any products that do not meet personal expectations, inappropriate size, inconsistent style with the picture, or unsatisfactory wearing effect, without providing complex certification reasons.
The free return service covers all conventional products sold on the platform, with no additional return fee, handling fee or inspection fee. All return expenses in line with the policy provisions shall be borne independently by the platform. Users only need to ensure that the returned products are kept intact, with complete original packaging, accessories, labels and tags, no artificial damage, no dirt and wear, and no secondary sales impact, and they can successfully pass the platform’s return inspection and complete the return process.

3.3 Standard Refund Processing Cycle

After the user returns the goods in accordance with the platform’s return specifications and the platform receives and completes the product inspection and verification, we will officially enter the refund processing link. The platform’s unified standard refund processing cycle is 5 to 10 working days. Working days do not include weekends and official public holidays, and the refund time will be automatically postponed during official holidays.
After the returned products pass the inspection, the financial team will review the refund application for the first time, confirm the refund amount and refund channel, and initiate the refund transfer operation. The specific arrival time of the refund will be slightly affected by the user’s payment channel and bank processing efficiency, but the platform will always complete the internal refund processing within the stipulated 5-10 working days cycle. Users can check the real-time refund progress through the order center of the official website at any time.

3.4 Types of Refund Services & Processing Standards

The platform provides users with a variety of standardized refund service types to meet different after-sales demand scenarios, including full refund, partial refund and order cancellation refund. For products with quality problems, transportation damage, wrong delivery and missing accessories caused by platform or logistics reasons, users can apply for a full refund without returning the goods or a full refund after returning the goods, and the platform will bear all related losses.
For scenarios such as inappropriate product size, personal dislike and unsatisfactory matching effect, users can apply for return and full refund within the 60-day free return period. For partial product problems or partial order return needs, users can initiate a partial refund application, and the platform will verify the actual situation and complete the partial refund settlement according to the actual product quantity and unit price. For unpaid or unshipped orders, users can cancel the order independently at any time, and the system will automatically complete the fund settlement and refund processing.

3.5 Return & Refund Prohibited Scenarios

In order to ensure the fair operation of the platform’s after-sales service and protect the legitimate rights and interests of both buyers and sellers, some special scenarios do not support return and refund services. Products that have been artificially damaged, severely worn, stained, altered or disassembled without authorization after receipt do not support return and refund. Products that lack original packaging, labels, tags and supporting accessories and affect secondary sales will not be approved for return applications.
Custom customized products, special discounted clearance products marked with non-returnable labels, and products damaged due to user’s improper storage and use are not within the scope of free return and refund. In addition, malicious return, repeated return and other abnormal shopping behaviors that violate the principle of fair trading will be identified as invalid applications by the platform, and the platform has the right to reject the refund application and retain the right to pursue relevant responsibilities.

3.6 Refund Exception Handling & User Rights Protection

If the user’s refund application is not processed within the standard 5-10 working days cycle, or the refund arrival amount is abnormal, the user can contact the official customer service team to feedback the problem. Our professional after-sales refund team will check the abnormal order data within 24 hours, verify the refund progress and fund status, and solve the refund abnormal problem for the user in the shortest time.
For all reasonable user refund demands that conform to the policy provisions, the platform will actively coordinate and solve them, and will not refuse or delay the refund processing without reason. We always take user rights and interests protection as the core of after-sales service, continuously optimize the refund process, improve refund efficiency, and ensure that every user can enjoy standardized, efficient and secure refund after-sales service.