Exchange and returns

In the MIRTU service you can exchange or return a product through the “Product return” procedure.

Exchange and return conditions

• Period: 14 calendar days from the date of receipt.
• Requirements: The product must be unworn and keep its marketable condition.
• Legal basis: Exchange or return of non-food goods under Article 30 of the Law of the Republic of Kazakhstan “On Consumer Rights Protection”.

Return requirements

New footwear: Unworn, in marketable condition, in the original packaging.

Used goods: Return is possible upon a written request with a receipt attached and a quality check (10–20 business days).

Return procedure

1. Send photos/videos of the product to: mirtu.kz@gmail.com.
2. Wait for confirmation within 3 business days.
3. Submit the return form at the office (Mamyr 7 microdistrict, 8/5, office 3).
4. Receive a refund via the same payment method used (within 5 business days).

Exchange procedure

Product exchange is possible within 30 calendar days of receipt. The product must meet the return requirements.

Frequently asked questions

• Receiving a return/exchange: Once your item is received and checked at the warehouse, we will contact you within 24 hours.
• Refund: In Almaty — via the same payment method; across Kazakhstan — to a bank card (timing depends on the bank).
• Shipping reimbursement: Only for defective or incorrectly shipped items.
• Return window: 30 days from parcel receipt.
• Warranty: 30 days for sole integrity and upper-to-sole bonding; does not cover insoles, laces, heel pieces, hardware, etc.

If you still have questions, please contact our support team.