Refund policy

High Jump Retail Private Limited (“BUILT”, “we”, “us”) operates shopbuilt.com (the “Website”). By placing an order through this Website, you agree to the terms below. These terms protect both parties and set clear expectations on our service.

1. General

Stock listings on the Website are updated in real time, but discrepancies may occasionally occur. If we are unable to fulfill any item in your order at the time of purchase, we will dispatch the available items and contact you about the unavailable item. You can choose to wait for it to restock, swap it for another available product, or receive a refund for that item.

2. Shipping Costs

Shipping costs are calculated at checkout based on weight, dimensions, and destination. The shipping fee will be displayed before payment and reflects the final cost to you.

We offer two shipping options: Standard Shipping (3–7 business days) and Express Shipping (1–3 business days).

Free standard shipping is available on orders above ₹3,000.

All orders are fulfilled via Delhivery, Blue Dart, or DHL. Alternative carriers may be used for specific pincodes to ensure delivery across India.

3. Returns & Exchanges

3.1 Exchanges for size or fit

BUILT accepts free exchanges for size or fit, provided the request is raised within 7 days of delivery and the product is unworn, in original packaging, with all tags intact.

Exchanges are limited to one per order. Exchanges are subject to size availability — if your size is out of stock, we’ll offer a replacement product of equal value or a refund to store credit.

To raise an exchange, email us at hello@shopbuilt.com with your order number and reason. We’ll arrange a pickup at no cost.

3.2 Returns for change of mind

BUILT does not accept returns for change of mind. Please use our size guide and product specifications to make an informed purchase. If you need help choosing, reach out before placing your order.

3.3 Warranty returns

BUILT footwear is warranted against manufacturing defects for 90 days from date of delivery. Manufacturing defects include separation of upper from outsole, defective stitching, faulty eyelets, and similar build-quality issues.

The warranty does not cover normal wear and tear, damage from improper use, damage from environmental exposure, or cosmetic issues that do not affect function.

To raise a warranty claim, email hello@shopbuilt.com within the 90-day window with your order number and photos of the defect. We will assess the claim and respond within 5 business days.

If the warranty claim is approved, you will receive one of the following at our discretion:

(a) replacement of the product (if stock is available)
(b) store credit equal to the product value
(c) refund to your original payment method

4. Delivery Terms

4.1 Transit time

Domestic shipments are typically in transit for 3–7 business days (Standard) or 1–3 business days (Express). All parcels are insured.

4.2 Dispatch time

Orders are dispatched within 2 business days of payment confirmation. Our warehouse operates Monday to Saturday, excluding national holidays. Orders placed on Sundays or holidays will be processed the next business day.

4.3 Change of delivery address

Address changes can be made any time before dispatch by writing to hello@shopbuilt.com with your order number. Once an order is dispatched, the address cannot be changed.

4.4 Items out of stock after order placement

If an item is found to be out of stock after your order is placed, we will cancel and refund the unavailable item and dispatch the rest of the order.

4.5 Delivery time exceeded

If your delivery time has exceeded the forecasted window, please contact us so we can raise an investigation with the courier.

5. Tracking Notifications

Upon dispatch, you will receive a tracking link via email and SMS. You can follow the progress of your shipment based on the latest updates from the courier.

You can also track your order at any time at shopbuilt.com/track using your order number and registered phone.

6. Parcels Damaged in Transit

If you receive a parcel that is visibly damaged, please refuse delivery from the courier where possible and contact us immediately.

If the parcel has been delivered and damage is discovered after, please contact us within 24 hours with photos of the damaged packaging and product. Claims raised after 24 hours may not be eligible for resolution as we will be unable to fetch Proof of Delivery from the courier.

7. Cash on Delivery (COD)

COD is available for orders up to ₹X,XXX (TBC) to select pincodes across India. A nominal COD handling fee may apply, displayed at checkout.

COD orders require phone verification via OTP at the time of placement to confirm intent. Orders refused at delivery without prior cancellation may result in restricted COD access for future orders.

8. Duties & Taxes

All applicable taxes (GST) are included in the price displayed on the Website. No additional duties or taxes apply to domestic shipments.

9. Insurance

All parcels are insured for loss and damage up to their declared value.

9.1 Parcel damaged in transit

We will process a refund or replacement once the courier completes their investigation into the claim. Investigations typically take 5–10 business days.

9.2 Parcel lost in transit

We will process a refund or replacement once the courier has investigated and confirmed the parcel as lost. Lost-parcel investigations typically take 10–14 business days.

10. Customer Service

For all customer service queries, please email hello@shopbuilt.com.

We aim to respond to all queries within 1 business day.

11. Discrepancy Reporting

Any discrepancy in delivery (wrong product, wrong size, incomplete order, or quality issue) must be reported within 24 hours of delivery. Reports raised after 24 hours may not be eligible for resolution as we will be unable to retrieve courier Proof of Delivery.