Terms and Conditions

We are Ikigai Ventures Limited, a company incorporated under the laws of Hong Kong S.A.R. with company registration number 71377420 ("Ikigai Ventures Limited"). Our headquarters are located at Unit 1701-1702, 17/F, 135 Bonham Strand, Sheung Wan, Hong Kong.

By shopping with us or accessing our services, apps, and websites ("Websites"), you agree to these Terms and Conditions. We recommend reviewing these Terms each time you shop with us or access any of our Websites, as we reserve the right to amend them from time to time.

References in these Terms to "HeelBase", "we", "our", or "us" mean Ikigai Ventures Limited. We reserve the right to decline the sale of goods for any reason. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

These Terms are governed by the laws of Hong Kong S.A.R. For questions regarding these Terms, please contact us at support@heelbase.com.

By shopping with us, you confirm that:

1. You are over 16 years old.
2. You have a valid debit or credit card.
3. The personal information you provide is accurate and complete.
4. You will notify us immediately at support@heelbase.com if any of your personal information changes.
5. Your purchases are for personal use only.

After selecting your items and completing checkout, you will receive an email confirmation. Your order is accepted once your payment is approved and your card is charged. If you made a purchase by mistake, contact us immediately at support@heelbase.com to request cancellation. We do not accept cancellations once an order has shipped. We may refuse or cancel orders for reasons including, but not limited to:

1. Product unavailability.
2. Card expiration within 28 days.
3. Payment authorization issues.
4. Product description errors.
5. Pricing errors.
6. Suspected fraudulent or unauthorized activity. We reserve the right to decline any purchase offer. Discount codes may be applied where valid and eligible. We accept payment through valid debit and credit cards only. Your card issuer may carry out additional security checks before authorizing payment.

We do our best to ensure all product prices, descriptions, and images are accurate. However, errors may occasionally occur. If a product is incorrectly priced or described, we will contact you and give you the option to reconfirm or cancel your order. While we make every effort to display product colors accurately, actual colors may vary slightly due to screen settings, lighting, and production differences.

Pre-orders are for products that are not yet widely available or ready for immediate shipment. When placing a pre-order, you must provide accurate and complete information. You may cancel a pre-order before shipment for a full refund. Once the order has shipped, our standard returns policy applies.

Special sale eligibility depends on the discount applied to the original product price.

Pre-order and launch pricing is our standard introductory price, not a clearance discount. Products bought at pre-order or launch pricing carry the full 30-day money-back guarantee and are eligible for refunds and size exchanges in the normal way.

Items sold as clearance or final sale are identified as such on the product page and at checkout. Clearance items are eligible for size exchanges or store credit at our discretion but not refunds. Final sale items are not eligible for refunds, size exchanges, or store credit. No product is treated as clearance or final sale unless it is labeled that way before you buy it.

Unless an item is clearly marked as clearance or final sale before purchase, you may request a product return or size exchange within 30 days of receiving your order. Insoles have to be worn to be evaluated, so normal wear from evaluating the fit is expected and accepted.

Products must be returned in their original packaging and must not show heavy wear, damage from misuse, or alteration. Approved returns qualify for a full refund to the original payment method. Original shipping charges are non-refundable.

For size exchanges, you arrange and pay for return shipping. Once the original pair has been received and approved, HeelBase ships the replacement size to you at no additional shipping cost. Return shipping is arranged and paid by you, and the returned package remains your responsibility until it reaches us.

Where an item was damaged in transit, faulty, or incorrectly supplied, we will normally resolve it from photographs without asking you to return anything. Full details are available in our Returns & Refunds page. Our returns policy does not affect your statutory rights.

HeelBase is committed to delivering products that meet high-quality standards. If you receive a faulty item, please contact our customer care team immediately at support@heelbase.com. We will do our best to resolve the issue to your satisfaction, which may include replacing the product or offering a refund, depending on the circumstances.

All trademarks, logos, and service marks presented on this website are registered or unregistered trademarks of Ikigai Ventures Limited. All content available on the HeelBase website, including but not limited to logos, images, graphics, text, product names, and product descriptions, is the intellectual property of Ikigai Ventures Limited and is protected by applicable copyright and intellectual property laws. The HeelBase brand and product names are trademarks of Ikigai Ventures Limited. Any use of these trademarks or materials without the express written consent of Ikigai Ventures Limited is prohibited.

HeelBase values the privacy and security of our customers. Any personal data shared with us during your transaction is handled securely. We do not sell your personal data. We share it only where necessary to run our business, including with the providers who fulfill and deliver your order, and with the analytics and advertising tools described in our Privacy Policy, which also explains how to opt out of those. Our Privacy Policy explains how we collect, use, store, and protect your data.

Any data or information you provide to HeelBase is stored securely and treated with respect for your privacy rights. We adhere to applicable data protection laws in Hong Kong S.A.R. and regularly review our practices to help protect our customers' information.