Shoe use & care guide

1.) If you notice any irregularity or defect with your shoes within twelve (12) months of the date of purchase, please

let us know without delay at

info@onsize.eu. Defects must be reported no later than 2 months after they are discovered; OnSize Kft. is not liable for damage resulting from late reporting. Naturally, we advise against continuing to use a defective/faulty/disputed product, as the seller is not obliged to compensate for any damage caused by doing so. If the origin or nature of the defect – and therefore the validity of the complaint – is unclear or disputed between the parties, OnSize Kft. will request an independent expert opinion at its own expense to settle the dispute, where it is legally obliged to do so.

2.) After twelve months from the date of purchase and until the end of the 2-year period, in case of doubt or dispute, the Customer may prove at their own expense (e.g. with an expert opinion) that the cause of the defect was already present in the product at the time of sale (manufacture). If the expert opinion finds the Customer's complaint justified and OnSize Kft. accepts it, we will reimburse the cost of the inspection in addition to the purchase price of the shoes.

In the case of a quality complaint, the Customer may choose to request repair or replacement of the product. However, if fulfilling that request is impossible, or would cause the business disproportionate extra costs compared with the other option, then – taking into account all circumstances (including the value of the product in defect-free condition and the severity of the breach of contract) – the business may choose repair instead of replacement. If the store has not undertaken the repair or replacement, or cannot fulfil the Customer's request within an appropriate deadline, the Customer (after consulting with OnSize Kft.) may repair the defective product, or have it repaired, at the expense of OnSize Kft.

Please note, however, that OnSize Kft. is not obliged to accept liability for damage resulting from improper repair.

The Customer may – at their choice – request a proportionate price reduction or withdraw from the contract, i.e. ask for a refund of the purchase price, if:

• the store has not undertaken or could not complete the repair/replacement, or if the entitled party's interest in repair/replacement has ceased;
• a repeated defect has occurred despite OnSize Kft. having attempted to repair the product;
• the defect of the product is so serious that it justifies this;
• OnSize Kft. has not undertaken to bring the goods into conformity with the contract, or it is clear from the circumstances that it will not repair or replace the product within a reasonable time or without significant inconvenience to the customer

Withdrawal is not possible in the case of an insignificant defect.

The following are considered defects resulting from improper use:

• defects caused by choosing the wrong size,
• defects resulting from improper handling or storage,
• defects caused by damage or violent external impact (physical, chemical, etc.),
• the defect has worsened as a result of improper/DIY repair, or its
• cause, origin or extent can no longer be assessed because of it,
• defects on lace-up footwear caused by improper lacing or tying,
• the consequences of water getting in (unless the footwear has a waterproof inner lining).

The Customer's warranty claim expires one year after the date of purchase (performance). If the Customer qualifies as a consumer, the limitation period is 2 years from the date of purchase (performance). The part of the repair time during which the Customer cannot use the product as intended does not count towards the limitation period. For the part of the product affected by replacement or repair, the warranty period starts again. This also applies if a new defect arises as a result of the repair.

When a product returns to our store from repair or quality inspection, our team will notify the Customer by phone, text message or in writing.

In case of a complaint, please send the shoes back clean and dry – this helps our team correctly determine the origin of the defect and confirm that the product was handled properly.