Refund & Returns Policy

1. Before you open: cancel any time, full refund

A purchased box that you have not yet opened can be cancelled at any time, for any reason, from the app or by contacting support. There is no cancellation window and no fee. The full purchase price is refunded to your original payment method. Refunds typically appear within 5–10 business days, depending on your bank or card issuer.

“Open” means the moment you execute the open in the app and the reveal runs. Until you take that action, your box is fully refundable — a box sitting unopened in your account is always just a prepayment you can take back.

2. After the reveal: purchases are final

Once a box is opened, the purchase cannot be refunded. Here is the plain-English reason, not just the rule:

• The randomization service is consumed at reveal. What you buy with a box is a fair, verifiable random selection from a published set of pairs at published odds (see Fairness). That service happens — and is used up — the moment the reveal runs. It can’t be un-run.
• A specific pair is allocated to you at reveal. The revealed pair is reserved to your account in your Vault from that moment. Inventory has been committed to you.
• You are never left with nothing. After every reveal you hold a real pair with a stated guaranteed minimum retail value — and you always have two ways to use it: ship it, or sell it back instantly for store credit at 85% of listed market value.

If refunds were available after reveal, they could be used selectively — keep the pulls you like, refund the ones you don’t — which would break the published odds for everyone. Finality at reveal is what keeps the odds honest.

3. The sell-back option is not a refund

The sell-back rate is 85% of the pair’s listed market value at the time you sell back, credited to your account instantly. The listed market value is shown on the pair’s detail page before you decide.

4. Defective, damaged, or not-as-described pairs

Every pair we ship is authenticated and inspected. If yours arrives defective, damaged, or materially different from what the reveal described (wrong model, wrong colorway, wrong size from what you selected, or a condition problem), report it within 14 days of the delivery date to support@sneakbox.app or through in-app support, with photos of the pair, the box, and the issue.

We respond with a resolution within 5 business days of receiving your evidence. Depending on the issue and availability, the resolution is one of:

1. Replacement: the same model, colorway, and size, shipped at our expense; or
2. Store credit at 100% of the pair’s listed market value — the full listed value, not the 85% sell-back rate; or
3. Refund of the box price to your original payment method, for verified authenticity failures. If a pair we shipped fails authentication on re-inspection, you get your money back — full stop.

In some cases we may ask you to return the pair with a prepaid label we provide before the resolution is issued. You will never pay return shipping for a defect claim.

For shipments that are lost in transit or damaged by the carrier, see the Shipping & Fulfillment policy — we handle carrier claims ourselves and you are made whole on the same 100%-of-listed-value basis.

5. How refunds are issued

• Cash refunds (pre-open cancellations, verified authenticity failures, refunded shipping fees) go to the original payment method used for the purchase, within 5–10 business days of approval. If the original payment method is closed or unavailable, contact support and we will arrange an alternative.
• Store credit resolutions post to your account instantly once approved and are usable immediately.
• Purchases made partly with store credit: the store-credit portion is refunded as store credit; only the portion paid with a real payment method is refunded as cash.

6. Accidental purchases and purchases by minors

If you purchased a box by accident, cancel it before opening — a full refund with no questions asked (Section 1). If an accidental open has occurred and there are unusual circumstances, contact support; we review these case by case, but the finality rule in Section 2 is the default.

SneakBox is restricted to verified adults 18+ (see Age & State Eligibility). Purchases made by minors are voidable. If you are a parent or guardian and believe a minor has used your payment method or created an account, contact support@sneakbox.app immediately — we will freeze the account, investigate, and unwind the purchases as required by law.

7. A note on Apple and payment processing

Purchases in the SneakBox iOS app are processed through our payment provider inside the app. If any purchase you make is instead processed through Apple and the App Store’s payment system, refund requests for that purchase may be governed by Apple’s refund process and Apple’s media services terms rather than this policy. Your receipt shows who processed the payment. When in doubt, contact us first — we will tell you which path applies and help either way.

8. Chargebacks

Before disputing a charge with your bank, please contact us — most issues resolve within a business day, and this policy is deliberately more generous than a chargeback outcome in most cases (full listed value rather than a contested amount). Chargebacks filed on purchases that were delivered as described may result in account suspension while the dispute is investigated, as described in the Terms of Service.

9. Quick reference

10. Contact us

Questions about a refund, a resolution in progress, or anything in this policy: email support@sneakbox.app or visit Support. We aim to answer every refund question within one business day.