Refund policy

 

Return and Refund Policy

At Shoe Spa, we are committed to delivering high-quality shoe and bag cleaning and restoration services, along with premium products. We recognize that issues may occasionally arise, and this policy outlines the conditions under which returns and refunds are managed.

1. Services Refund Policy

1.1 Satisfaction Commitment:
We are dedicated to achieving the best possible results given the condition of the footwear or bags at the time of service. As part of our quality assurance, we take detailed before-and-after photos of each item to document its condition.

1.2 Refund Eligibility:
Refunds for services will only be considered under the following conditions:

  • A clear and documented error was made by Shoe Spa that deviated from the service description provided at the time of order.
  • The service was not performed as agreed, and the issue is not related to pre-existing conditions or material limitations that were acknowledged by the customer and documented in our photos before the service was performed.

1.3 Exclusions from Refunds:
Refunds will not be issued in the following cases:

  • Differences in subjective expectations where the service was performed as described and documented in the before-and-after photos.
  • Issues arising from pre-existing conditions, inherent material risks (such as color fading, shrinkage, or texture changes), or customer misuse of the item after service.
  • Requests based on the natural limitations of the cleaning process (e.g., deep-set stains that cannot be fully removed).

1.4 Requesting a Review:
If you believe an error was made, please contact us within 5 days of receiving your serviced item. Provide a detailed description of the issue. We will review the before-and-after photos taken during the service process and may require an in-person inspection before deciding on any compensation.

1.5 Re-Service as Primary Remedy:
Our primary resolution for service-related issues is to offer a re-service to correct any errors identified. Refunds will only be considered if a re-service is deemed impractical or if the original service clearly failed to meet our agreed-upon standards due to an error on our part, as supported by our photographic evidence.

1.6 Final Decision:
All decisions regarding refunds for services are made at the sole discretion of Shoe Spa and are final.

2. Products Return and Refund Policy

2.1 No Refunds for Change of Mind:
Please note that we do not offer refunds for change of mind on product purchases. All sales are final unless the product is defective or incorrect.

2.2 Eligibility for Returns (Defective or Incorrect Items Only):
Products purchased from Shoe Spa may be returned within 7 days of delivery if they are defective, damaged, or incorrect. The item must be in its original, unused condition and packaging, with all tags and accessories included.

2.3 Non-Eligible Items:
The following items are not eligible for return:

  • Products returned due to a change of mind.
  • Products that have been used, worn, or altered in any way.
  • Custom or personalized items.
  • Sale or clearance items, unless faulty.

2.4 Exchanges for Size or Preference:
If you need to exchange a product for a different size or color due to preference, you may do so within 14 days of delivery. The product must be in its original, unused condition and packaging. Customers are responsible for all shipping costs associated with exchanges due to change of mind or sizing issues.

2.5 Return Process:
To initiate a return or exchange, please contact our customer service team with your order number and reason for return or exchange. We will provide instructions on how to return your item. For exchanges, once we receive the item and verify its condition, we will process the exchange and notify you. Customers are responsible for the shipping costs of returning the item to us and for the shipping costs of the new item sent out.

2.6 Refunds for Defective or Incorrect Products:
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 7-10 business days. Shipping costs are non-refundable unless the item was defective or incorrect.

3. Damaged or Defective Items

3.1 Reporting Damages:
If you receive a product that is damaged or defective, please notify us within 7 days of delivery. Provide photos and a detailed description of the damage or defect to our customer service team.

3.2 Resolution Options:
Depending on the situation, we may offer you a replacement, exchange, or full refund for damaged or defective items. We will cover the shipping costs for returning defective items and sending replacements.

4. Service-Specific Returns

4.1 Reassessment and Re-Service:
In the event that you are dissatisfied with the outcome of our service due to a potential oversight, our first course of action will be to reassess the item and offer a re-service if appropriate. Refunds will only be issued if a re-service is not feasible and a clear mistake on our part is identified, supported by our before-and-after photos.

4.2 Service-Related Returns:
We are not responsible for damage that occurs during the shipping of items to us. We recommend using a reliable shipping service with tracking for your peace of mind.

4.3 Pre-existing Conditions:
We are not liable for any pre-existing conditions or damages that were present before the service and became more apparent during or after the cleaning process. These include, but are not limited to, material deterioration, hidden stains, or structural weaknesses, as documented in our before photos.

4.4 Finality of Services:
Once a service has been completed according to the agreed terms and the item has been returned to the customer, the service is considered final. No further refunds or re-services will be provided unless a legitimate claim, as outlined above, is submitted within the specified time frame.

5. Contact Information

For any questions or to initiate a return or refund, please contact our customer service team at info@shoespa.nz. We are here to assist and ensure that your experience with Shoe Spa is satisfactory.