Customer information
Refund Policy
This policy explains how returns, withdrawals and faulty items are handled. It does not limit any rights you have under Maltese or EU consumer law.
Last updated: 3 September 2026
Purchases made in our shop
There is no automatic legal right to return an item bought in store simply because you changed your mind. A change-of-mind exchange may be considered at our discretion if you contact us within 14 days, provide proof of purchase, and return the item unused, unworn and in its original condition with all packaging and tags.
Purchases agreed remotely
If a purchase is concluded remotely, including through WhatsApp, email or another distance method, consumers normally have 14 days from receiving the goods to withdraw without giving a reason. Tell us clearly by email within that period if you wish to withdraw.
After notifying us, return the item within 14 days. You are responsible for the direct return cost unless the item is faulty or we agree otherwise. You may inspect an item as you would in a shop, but you may be responsible for any reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and fit.
Eligible refunds are made to the original payment method. We may wait until the goods are returned, or until you provide evidence that they were sent back, before issuing the refund.
Faulty or incorrectly described items
If an item is faulty, damaged, or does not match its description, contact us as soon as possible. Under applicable consumer law, you may be entitled to repair or replacement without charge, or—where those remedies are unavailable, disproportionate, delayed or cause significant inconvenience—to an appropriate price reduction or refund. The legal guarantee for consumer goods is not reduced by this policy.
Return condition
Please include proof of purchase. Shoes and clothing should be returned clean, unworn outdoors, and with their original box, tags and accessories. These condition requirements do not remove your rights when an item is faulty or not as described.
Start a return
Email info@sneakerzgozo.com with your name, purchase date, item and reason for contacting us. Returns should not be sent or brought to the shop until we confirm the next step.