Refund policy

At IKO ACTIVE, we want you to be 100% satisfied with your footwear and sportswear. If the fit is not right, or if you wish to return your purchase, our policy is designed to ensure a smooth, transparent experience.

1. RETURN WINDOW
You have fourteen (14) calendar days from the date your tracking status confirms delivery to initiate a return or exchange request.

2. RETURN ELIGIBILITY & PRODUCT CONDITION
To qualify for a return, replacement, or refund, all items must meet the following strict conditions:
• Unworn & Unused: Items must be completely new, showing no signs of outdoor or indoor pitch wear, scuffs, creasing, odors, or stretching.
• Original Packaging (Critical for Footwear): Football boots and running shoes must be returned inside their original, unmarked manufacturer shoebox with all tissue paper, inserts, and shoe bags intact. 
  * Important: You must place the branded shoebox inside an outer shipping box or courier satchel. DO NOT attach shipping labels, tape, or markings directly onto the manufacturer shoebox. Doing so renders the item unsellable and will result in the return being rejected.
• Tags Intact: Apparel (jerseys, kits, shorts, jackets) must have all original swing tags, barcodes, and hygiene liners attached. Items that have been washed, altered, or stained are ineligible for return.
• Non-Returnable Items: For hygiene and security reasons, we do not accept returns on socks, undergarments, personalized jerseys (custom name/number printing), or items marked as Final Clearance.

3. HOW TO INITIATE A RETURN
Step 1: Send an email to contact@ikoactive.com within 14 days of delivery. Include:
  - Your Order Number (e.g., #IKO1001)
  - The item(s) you wish to return
  - Reason for return (e.g., size exchange, incorrect item)
  - Clear photos of the item and shoe box (if applicable)

Step 2: Our support team will review your request within 24-48 hours. Once approved, we will issue a Return Merchandise Authorization (RMA) and provide shipping instructions.

Step 3: Ship the package back to our Dubai warehouse using a reliable, trackable courier service:
  IKO ACTIVE Returns Department
  Jafza Commercial Center, JAFZA
  Dubai, United Arab Emirates
  Phone: +971 4 394 8851

4. RETURN SHIPPING COSTS
• Customer-Initiated Returns (Change of mind, wrong size ordered): The customer is responsible for covering all return shipping charges, freight, and any customs duties back to our warehouse in Dubai.
• Faulty, Damaged, or Incorrect Items Sent: If we sent you the wrong product or a defective item, IKO ACTIVE will cover the full return shipping cost and provide an immediate exchange or full refund.

5. INSPECTION & REFUND PROCESSING
• Inspection: Once received at our JAFZA warehouse, returns are inspected within 2-3 business days to verify condition compliance.
• Refund Issuance: Upon approval, your refund will be processed automatically to your original payment method (Credit/Debit Card).
• Processing Time: Depending on your financial institution, it typically takes 5 to 10 business days for the funds to reflect in your account.
• Non-Refundable Charges: Original shipping fees paid at checkout and import customs duties are strictly non-refundable.