Refund Policy

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Last updated: 24/10/2025

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We’re currently operating a waitlist and not accepting online payments yet. The policy below explains how returns/refunds will work once purchases are enabled. If you joined the waitlist or received a pre-order invitation, please contact us at info@legament.com for any questions.

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1. Overview

We want you to be confident about your purchase. If something isn’t right, we’ll try to make it right within the guidelines below. This policy applies to purchases made on legament.com only.

• Currency: All amounts are shown and refunded in HKD.

• Proof of purchase: An order number or receipt is required for all returns or exchanges.

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2. Change-of-Mind Returns (Unused Items)

Because insoles are hygiene-sensitive products, change-of-mind returns are accepted only if the product is unused.

2.1 Return window: Within 30 days of delivery date.
2.2 Condition: Unused, untrimmed (if applicable), in original packaging with all inserts and labels.
2.3 How to check fit without using: Place the insole on top of your socked foot or in the shoe over the factory liner on clean carpet to gauge length/arch position before trimming or wearing outside.
2.4 Fees:

• Return shipping is customer-paid, unless we made a mistake.

• We may deduct non-refundable shipping originally paid (if any).

• Items not meeting the condition above may be returned to you at your cost.

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3. Size/Length Exchange

Picked the wrong size or Full vs ¾ length?

3.1 Exchange window: Within 30 days of delivery.
3.2 Condition: Same as §2.2 (unused, untrimmed, original packaging).
3.3 Process: Contact info@legament.com for an RMA (return authorization). Once received and inspected, we’ll ship the requested size/length.
3.4 Costs:

• First exchange in Hong Kong: we cover the outbound replacement shipping; you cover the return to us.

• Additional exchanges or international addresses: shipping both ways is customer-paid.

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4. Defective or Incorrect Items

If you received a defective, damaged, or wrong item, we’ll fix it.

4.1 Notify us within 7 days of delivery with photos and your order number.
4.2 After verification, we will provide a free replacement or full refund (your choice), including reasonable return shipping if we ask for the item back.
4.3 Warranty: Manufacturing defects are covered for 90 days from delivery (normal wear, misuse, trimming errors, or heat/water damage are not covered).

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5. Non-Returnable / Non-Refundable Items

To protect customer hygiene and product integrity, we cannot accept returns for:

• Insoles that are used, worn, visibly compressed, trimmed/cut, washed, or altered.

• Items returned without original packaging or with missing components.

• Final-sale or clearance items (when marked).

• Gift cards or downloadable content (if offered).

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6. Pre-Orders & Backorders

6.1 If an item is delayed beyond the estimated window, you may cancel for a full refund before it ships.
6.2 Once shipped, standard return rules apply (see §§2–3).

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7. How to Start a Return or Exchange

7.1 Email info@legament.com with your order number, reason (return/exchange/defect), and photos if relevant.
7.2 We’ll issue an RMA and provide the return address and instructions.
7.3 Ship the item within 14 days of receiving the RMA. Use a trackable method; you are responsible for items lost in transit unless we provided the label.
7.4 Upon receipt and inspection, we’ll process your refund or exchange (see §8).

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8. Refund Method & Timing

8.1 Refunds are issued to the original payment method only; we cannot refund to a different card or as cash.
8.2 Once approved, please allow 7-14 business days for your bank/payment provider to post the credit.
8.3 If a return is rejected (e.g., used/trimmed), we will notify you and can return the item to you at your cost.

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9. Shipping Fees, Duties & Taxes

9.1 Original shipping fees (if any) are non-refundable, except where we shipped the wrong/defective item.
9.2 International orders: duties/taxes/handling paid to carriers or customs are non-refundable; check with your local authority or carrier for potential recovery.

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10. Address Issues & Refused Deliveries

10.1 Packages returned due to wrong/insufficient address, unclaimed, or refused deliveries may be refunded minus shipping (both ways) and any carrier return fees.
10.2 We can reship once the address is corrected and additional shipping is paid.

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11. Bundles & Promotions

11.1 For bundles or “buy-more-save-more” offers, returning part of the bundle may recalculate eligibility and refund amount.
11.2 Discount codes (e.g., waitlist 50% off) are single-use; if you return a discounted order, the discount is not reissued unless stated otherwise.

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12. Gifts

12.1 For gifts purchased by someone else, refunds go to the original purchaser.
12.2 If marked as a gift in our system, we can issue a store credit to the recipient instead (when available).

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13. Fair Use

We monitor return patterns to prevent abuse (e.g., excessive wear-and-return). We may decline service where misuse is observed.

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14. Contact

Questions about returns or refunds?
Email: info@legament.com
Hours: Mon–Fri 10:00–18:00 (HKT)
Return address: Provided on RMA approval.