Legal
Store Claim Policy
When something is wrong with what arrived — and how we put it right.
The short version. A claim is different from a return. Returns are for changing your mind; a claim is for when we got it wrong — damaged in transit, wrong item, missing item, a manufacturing defect, or a doubt about authenticity. Report transit damage or a wrong item within 48 hours of delivery. Defects and authenticity claims have longer windows, below. Claims are free: you never pay return shipping on an upheld claim.
This document is a working draft prepared for this store's actual operating model. It has not been reviewed by a lawyer. Have counsel review it, and fill in the registered entity and grievance-officer details, before relying on it commercially.
1. What counts as a claim
Raise a claim — not a return — when the problem is on our side. That covers:
- Damaged in transit — the parcel or the product arrived damaged.
- Wrong item — a different product, colourway or size from the one you ordered.
- Missing item — part of a multi-item order did not arrive, or the box was empty or tampered with.
- Manufacturing defect — sole separation, stitching failure, adhesive failure or similar, under normal use.
- Authenticity doubt — you have reason to believe the item is not genuine.
If the item is simply not for you — wrong fit, changed your mind — that is a return. See the Refund & Returns Policy.
2. Time limits
| Type of claim | Report within |
|---|---|
| Damaged in transit | 48 hours of delivery |
| Wrong item received | 48 hours of delivery |
| Missing item or tampered parcel | 48 hours of delivery |
| Manufacturing defect | 30 days of delivery |
| Authenticity | 30 days of delivery |
The 48-hour windows are short because courier partners impose their own deadlines for transit claims. Tell us as soon as you notice, even if you cannot gather every photograph immediately.
3. What to have ready
- Your order number.
- Photographs of the item showing the problem clearly.
- A photograph of the shipping label and the outer packaging.
- For a wrong item: a photograph of the style code on the item and its box.
- For a missing item or tampered parcel: photographs of the parcel as it arrived, before unpacking further if possible.
Please keep the item, its box and all packaging until the claim is resolved. We may need them back, and courier claims are frequently refused without the original outer packaging.
4. How to raise a claim
- Email support@945club.com with the subject line Claim — [your order number].
- Describe what is wrong in a sentence or two and attach the photographs listed above.
- We acknowledge within 2 business days with a claim reference.
- If we need the item back, we arrange a free pickup — usually within 3–5 business days. You never pay return shipping on a claim.
5. How we assess it
We review the photographs first. Where that is enough, we resolve the claim without asking for the item back. Where it is not, we collect the item and inspect it — and for authenticity claims we verify the item against the supply chain it came through.
We aim to reach a decision within 7 days of receiving the item, or of receiving your photographs where no pickup is needed. If an assessment will take longer than that, we tell you why and give you a revised date.
6. Possible outcomes
- Replacement — the same item in the same size, subject to stock.
- Full refund — to the original payment method, including any shipping you paid, within 5–7 business days of approval.
- Partial refund — where you prefer to keep an item with a cosmetic flaw, by agreement.
- Claim declined — with our reasons in writing, and the item returned to you at our cost.
Where a replacement is out of stock, we default to a full refund rather than making you wait for a restock, unless you ask us to hold.
7. Authenticity claims
We sell genuine products sourced through authorised channels, and we take a claim to the contrary seriously.
Tell us specifically what prompted the doubt — stitching, markings, the box label, the style code, or a comparison with another pair. We trace the item back through the consignment it arrived in.
If a claim is upheld, you receive a full refund and keep nothing out of pocket; we also pull the affected stock from sale pending investigation. We do not require you to return the item before the refund is issued in an upheld authenticity claim.
8. What is not covered
- Normal wear — outsole abrasion, creasing, midsole compression, fading with use.
- Damage from misuse, accident, or use outside what the product is designed for.
- Damage caused by unsuitable cleaning products or machine washing.
- Items altered, customised, repaired or professionally cleaned after delivery.
- Problems reported after the windows in section 2.
- Fit, comfort or a change of mind — those are returns, not claims.
A declined claim does not remove any return rights you still have under the Refund & Returns Policy if you are still inside that window.
9. If you are not satisfied
Reply to your claim reference asking for it to be escalated, and set out why you disagree. A second reviewer who was not involved in the original decision will look at it again.
You retain your rights under the Consumer Protection Act, 2019, including the right to approach the appropriate consumer forum. Nothing in this policy limits them.
Insert your grievance officer's name, designation, email and phone here, as required under the Consumer Protection (E-Commerce) Rules, 2020, along with the response timeline you commit to.
10. Contact
See also: Refund & Returns · Terms of Use · Privacy Policy
Replace the placeholder contact details above with your registered business address and customer care number.