Refund policy

Important: Bull Kicks operates an exchange-only policy. Unless the item you ordered or the option you selected is marked "RESCUED" or "Final Sale", or the item falls under "Not Eligible for Exchange" below, eligible sneakers may be submitted for an exchange within 7 days of receipt. No refunds are given except for a quality issue or the exceptions set out in this policy.

This policy does not affect the statutory rights you have under Hong Kong law (see "Your Statutory Rights" below).

Thank you for buying a pair from Bull Kicks. So that everyone knows where they stand, please take a moment before you buy to read the exchange and refund terms below.

Sneakers Eligible for Exchange

A pair may be submitted for an exchange within 7 days of receipt where the item you ordered or the option you selected is not marked "RESCUED" or "Final Sale", and the pair does not fall under "Not Eligible for Exchange" below.

Exchange only; no refunds are given except for a quality issue or the exceptions set out in this policy.

To request an exchange, the pair must meet all of the following conditions:

  • Normal indoor try-on is allowed. No outdoor wear, washing or noticeable wear from trying on
  • All original labels, stickers and packaging are complete and still with it
  • The original shoebox comes back with the pair and is still sound — not damaged, torn or written on, and not taped up and sent back as the outer parcel
  • A valid order number is provided

The struck-through price on a product page is the brand's recommended retail price. That marking does not make the pair a clearance or final sale item; as long as it does not fall under "Not Eligible for Exchange" below and meets all of the conditions above, it can be exchanged like any other eligible pair.

RESCUED — No Returns or Exchanges

Where the item you ordered or the option you selected is marked "RESCUED", that individual pair is photographed on its own, and the main visible marks found during our check are circled in red.

You can see the condition of that exact pair before you place your order, so RESCUED pairs carry no returns and no exchanges.

The one exception is where the pair you receive differs noticeably from the condition set out on its product page. If that happens, please contact us; Bull Kicks will arrange an exchange or a refund according to the circumstances.

Not Eligible for Exchange

The following situations and items fall outside our exchange arrangements:

  • Clearance and final sale items (the item you ordered or the option you selected is marked "Final Sale")
  • Specific pre-order items
  • Limited edition releases
  • Sneakers that have been taken outside on foot, or that show obvious signs of wear after being tried on
  • Pairs whose original shoebox is no longer in the condition it arrived in — for example new damage, tears or writing, or a box that was taped up and sent back as the outer parcel
  • Accessories (socks, laces, shoe-care products and the like)
  • Sneakers reported to us more than 7 days after receipt

Size Exchanges

If you simply picked the wrong size on an eligible pair, we will first try to arrange the same style in a different size. The pair must meet the exchange conditions above, and please note that the round-trip shipping for an exchange is at your own cost.

If the same style is not available in a size that works for you, we offer two alternatives:

  • Exchange for a different style. If the replacement costs less than the original pair, the price difference is not refunded or converted to store credit. The non-refundable difference will be shown on your exchange receipt.
  • If you do not choose another pair, we can issue store credit — held for your next pair.

Quality Issues

In the rare case that a pair reaches you with a real quality issue — serious damage, or the wrong style shipped, for example — contact us and we will arrange an exchange or a refund. Please note: the minor visible marks and box condition already set out on a RESCUED product page, such as glue marks, slight colour variation or damage to the box, are not an undisclosed quality issue. The condition that counts is the one shown by the photographs of the pair you bought and the red circles on its product page.

If the goods you receive have a quality issue, or the pair does not match the condition set out or shown on its product page, please contact us within 7 days of receipt and provide the following:

  • Your order number
  • Clear photographs of the area in question
  • A photograph of the shoebox with its original label
  • A short description of the problem

Complete information helps us look into the case as quickly as possible. Nothing in this section affects the statutory rights you have under Hong Kong law.

Pickup Orders

If you are collecting in person in San Po Kong, please check the condition of the pair and the box on the spot. Once you have left the pickup point, we are not able to process claims for cosmetic damage caused after handover; nothing in this section affects the statutory rights you have under Hong Kong law.

If you spot anything, please say so while you are still there so our staff can follow it up.

Product Information and Actual Condition

Every pair is checked against its product information and inspected for its actual condition once it comes into stock. RESCUED pairs also carry an individual reference number and photographs of the pair itself, with the most obvious visible condition found at that check circled in red on the product page.

If you have a question about what a product page says, or about the goods you received, please contact us. We will handle the matter on the facts, under this policy and under applicable law.

Exchange Process

  1. Email Contact@bull-kicks.com with your order number and the reason for the exchange.
  2. We will reply within 1–2 business days and tell you what to do next.
  3. Send the pair back with its original packaging, or bring it to our San Po Kong pickup point in person.
  4. Once we have checked that it meets the exchange conditions, we will arrange a replacement pair for you.

Except in the case of a quality issue, the round-trip shipping for an exchange — sending the pair back, plus sending the replacement out — is borne by the buyer.

Refund Arrangements

To say it once more: except for a quality issue or the exceptions set out in this policy, this shop is exchange-only and does not give refunds.

Where a refund is confirmed because of a quality issue, the amount goes back to your original payment method within 14–21 business days of us receiving the returned pair and checking it. When the money actually reaches you depends on how quickly your card issuer or bank processes it.

Your Statutory Rights

The general exchange arrangements offered under this policy do not exclude, restrict or reduce the rights you have under applicable Hong Kong law.

Those rights include the requirements under the Sale of Goods Ordinance (Cap. 26) that goods correspond with their description and be of merchantable quality, and the limits the Control of Exemption Clauses Ordinance (Cap. 71) places on excluding or restricting that liability in consumer contracts.

Goods and product information are also governed by the Trade Descriptions Ordinance (Cap. 362), including its provisions on false trade descriptions and misleading omissions.

If anything in this policy conflicts with applicable law, applicable law prevails. Each case is handled on its own facts and under applicable law.

Contact Us

Unsure about anything to do with returns or exchanges? Feel free to get in touch:

  • Email: Contact@bull-kicks.com
  • WhatsApp: +852 5137 2966
  • Hours: Monday – Friday, 10:00 – 18:00 (closed on public holidays)

We will get back to you as soon as we can, within 1–2 business days.

Bull Kicks reserves the right to amend this policy at any time without prior notice.