Refund policy
Return & Refund Policy
Last Updated: February 24, 2026
At FWSports Shoes (a trade name of Wellnessmasco Ltd), your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. Please review our policy carefully to understand your rights and our obligations.
1. Return Window
You have 30 calendar days from the date you receive your item to initiate a return. Requests made after this 30-day window will unfortunately not be accepted.
2. Return Eligibility Requirements
To be eligible for a return, your item must meet the following criteria:
- The item must be in its original, unused, and unworn condition.
- It must be in the original packaging with all tags, labels, and accessories intact.
- Footwear must be returned in the original shoebox, placed inside an outer shipping carton to prevent damage.
3. Exchange Policy
We currently offer exchanges exclusively for items that are damaged, defective, or incorrect upon arrival. We do not provide direct exchanges for sizing issues; for size changes, please return the original item for a refund and place a new order.
4. No Restocking Fee
We believe in a transparent shopping experience. Therefore, we do not charge any restocking fees on returned items.
5. Return Shipping Costs
- Damaged/Defective/Incorrect Items: FWSports Shoes will cover the return shipping costs.
- Customer Change of Mind: If you are returning an item for personal reasons (e.g., changed mind), the customer is responsible for all return shipping costs. We recommend using a trackable shipping service.
6. How to Initiate a Return (Step-by-Step)
We have designed our return process to be as simple and efficient as possible. Please follow these four essential steps to ensure your return is processed without any delays:
Step 1: Submit Your Return Request
To begin, please send an email to our dedicated support team at info@fwsportsshoes.com. Your email must include the following information:
- Subject Line: Return Request – [Your Order Number]
- Order Details: Your full name and the email address used to place the order.
- Reason for Return: A brief explanation of why you wish to return the item (e.g., received incorrect size, damaged item, or changed mind).
- Supporting Evidence: If the item is damaged, defective, or incorrect, you must attach at least 2-3 high-resolution photographs showing the defect or the incorrect item received, including the packaging.
Step 2: Review and RMA Issuance
Our Quality Assurance team will review your request within 24–48 business hours (Monday–Friday).
- Approval: Once approved, we will send you a Return Merchandise Authorisation (RMA) number via email.
- Return Address: We will provide the specific return warehouse address relative to your location (UK, USA, or Canada).
- Important: Please do not ship your items back to our London administrative office or the original sender address on the package without this RMA, as it will result in your return being rejected.
Step 3: Prepare Your Package
To ensure you receive your full refund, please package your return carefully:
- Place the shoes in their original shoebox.
- The shoebox itself must be placed inside a secondary shipping carton or a mailing bag. Do not tape or label the original shoebox directly, as this damages the product's resale value.
- Clearly write the RMA number on the outside of the shipping carton (not the shoebox).
Step 4: Ship and Provide Tracking
- Carrier Choice: Send the package using a trackable shipping service (e.g., DHL, UPS, or Royal Mail).
- Email Tracking Info: Once shipped, reply to your original return email with the carrier name and tracking number. This allows us to monitor your return's progress.
- Retention: Keep your shipping receipt until your refund is fully processed.
7. Return Methods
Returns must be shipped via a reputable courier service (e.g., DHL, UPS, or Royal Mail) that provides tracking information. We are not responsible for returns lost in transit.
8. Refund Processing Time
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed back to your original payment method within 7 business days (Monday–Friday). Please note that depending on your financial institution, it may take an additional 3–5 business days for the funds to reflect in your account.
9. Customer & Our Responsibilities
- Customer: Ensuring the item is securely packed and sent to the correct address within the timeframe.
- FWSports Shoes: Inspecting the return upon arrival and processing the refund promptly once eligibility is confirmed.
10. Return Address
Please note: Returns must be sent to the address provided by our support team upon approval of your RMA. Do not send returns to our head office without prior authorisation.
11. Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery. We will facilitate a prepaid return label or a replacement at no extra cost.
12. Lost Parcel Policy
If your tracking information indicates a package was delivered but you have not received it, please contact the carrier first. If they cannot locate it, contact us within 5 days of the "Delivered" status so we can initiate an investigation.
13. Order Cancellation Policy
You may cancel your order within 24 hours of purchase. Once an order has been processed or dispatched, it cannot be cancelled; you must follow the standard return process upon delivery.
14. Lost or Missing Returns
We are not responsible for return packages that are lost in transit by your chosen carrier. Please ensure you retain your return tracking receipt until you receive your refund confirmation.
15. Late or Missing Refunds
If you haven’t received a refund within 7 business days (Monday–Friday):
- Check your bank account again.
- Contact your payment provider; there is often some processing time before a refund is officially posted.
- If you have done all of this and still have not received your refund, contact us at info@fwsportsshoes.com
16. Items Returned Without Approval
Items sent back to us without a prior RMA number or return authorisation will not be accepted and may be returned to the sender at their expense.
17. Policy Abuse Prevention & Fraud Protection
We monitor return patterns for signs of abuse or potential fraud. Accounts with excessive returns or suspicious activity may be flagged, and we reserve the right to refuse service or deny future returns to protect the business.
18. Policy Updates
FWSports Shoes reserves the right to modify this policy at any time. Any updates will be reflected on this page.
19. Business Information
FWSports Shoes is a trade name of Wellnessmasco Ltd
Legal Entity Name: Wellnessmasco Ltd, trading as FWSports Shoes
Company Registration Number: 15150625
Registered Address: 5 Cameron Terrace, South Tottenham, London, England N15 4FG, United Kingdom
Phone: +44 20 3322 5623
Email: info@fwsportsshoes.com
Live Chat: Available on the website During business hours
Business Hours: 09:00 AM to 05:00 PM (Monday–Friday), (GMT+00:00) Greenwich Mean Time (London)
