Sneaker Care Guide

1.) If, within twelve (12) months of the date of purchase, you notice any

irregularity or defect in your sneakers, please report it without delay

to info@onsize.eu. The defect must be reported within 2 months of its discovery at the latest; OnSize Kft. is not liable for any damage resulting from late notification. Naturally, it is not advisable to continue using a defective, faulty or 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 obtain an independent expert opinion at its own expense to settle the dispute, where it is legally required to do so.

2.) After twelve months from the date of purchase and until the end of the 2-year period, in the event of doubt or dispute, the Customer may prove at their own expense (e.g. by means of an expert opinion) that the cause of the defect already existed 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 sneakers.

In the event of a quality complaint, the Customer may, at their choice, request repair or replacement of the product. However, if the requested remedy is impossible or would cause the business disproportionate additional costs compared with the other remedy, the business may, taking into account all the circumstances of the case (including the value the product would have had without the defect and the seriousness of the breach of contract), 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 may (after consulting OnSize Kft.) repair the defective product themselves or have it repaired by someone else at OnSize Kft.'s expense.

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. request a refund of the purchase price — if:

  • the store has not undertaken or was unable to carry out the repair/replacement, or the entitled party no longer has an interest in repair/replacement;
  • a defect in performance has occurred again, even though OnSize Kft. attempted to repair the product;
  • the defect in 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 period or without significant inconvenience to the customer.

Withdrawal is not possible in the case of a minor defect.

The following are considered defects resulting from improper use:

  • defects caused by choosing the wrong size,
  • defects resulting from incorrect handling or storage,
  • defects caused by damage or forceful external impact (physical, chemical, etc.),
  • cases where the defect has worsened as a result of improper/DIY repair, or where its
  • cause, origin or extent can no longer be assessed as a result,
  • defects on lace-up pairs caused by incorrect lacing or tying,
  • water damage (unless the pair has a waterproof lining).

The Customer's statutory warranty claim (kellékszavatosság) becomes time-barred 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 period during which the Customer cannot use the product as intended does not count towards the limitation period. For any 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 comes back to our store from repair or quality inspection, our staff will notify the Customer by phone, text message or in writing.

If you make a complaint, please return the sneakers clean and dry. This helps our team correctly determine the origin of the defect and confirm that the product has been handled as intended.