Just Comfort Shoes Returns Policy
This policy forms part of the Just Comfort Shoes Terms and Conditions of Trade and Website Use.
Returns of Faulty Merchandise
Faulty merchandise may be returned and may result in a repair, compensation for a drop in the value of the product, replacement, exchange, store credit or refund.
By purchasing from us, you agree to advise us by phone or email as soon as possible after discovering a product fault. You also agree to refrain from returning the product unless and until we instruct you to do so, and to provide photos of the fault by SMS, email or mail if we decide this may help us assess the fault and/or organise a remedy using a service in your local area in order to save money on postage and attempt to provide you with a quicker remedy.
If an item has a major problem, you may receive a refund, exchange, or compensation for a drop in the value of the item. This includes when the item is unsafe or significantly different from the way we represented it, and can’t be easily fixed.
If the item has a minor fault, our first step is to seek a repair funded by our supplier of the product. If this is not possible within a reasonable timeframe and you would be happy to receive a part-refund and keep the product, we may take this course of action. If we choose not to offer this or you are not happy with our offer, we may choose to replace the item with a non-faulty but otherwise identical product. If this is not achievable immediately or within a timeframe that suits you, you may choose to exchange your purchase for another item and pay or receive any difference in value as applicable. If this is not possible, you may receive a store credit or refund.
Returns for Other Reasons
The Australian Consumer Law does not require us to provide a refund or replacement if you change your mind about your purchase or buy the wrong size or colour. We give shoe purchasing advice in good faith based on our knowledge of the shoes discussed, but cannot guarantee that the purpose of a shoe will suit all feet for that purpose. Only the customer can know how the shoes feel, and customers must take responsibility for their purchase decisions. However, we allow returns for unsuitable fit for purchases made in store, over the phone, online, or from our Visitation Service, subject to the following rules:
Shipping costs are non-refundable.
The Visitation Service cannot be used to return shoes.
Customers must provide proof of purchase.
Returns are not available for: items that are bought during end-of-season sales (whether bought in-store, over the phone or online); Special Orders that require either a non-refundable deposit or full up-front payment; other reasons if we inform the customer prior to purchase.
All items for return and their product packaging must be undamaged and free of signs of wear.
Customers must pay any applicable shipping cost for the return. Shoes we ship to replace returned shoes incur a shipping cost of $15 per pair, whether the original items were bought in store, over the phone or online. (Customers should take the cost of returning shoes into account when calculating the risk of buying shoes to be mailed.)
Returns for purchases collected in store must be received at the store within 7 days.
Returns for purchases shipped to Queensland addresses or received at home visits must be received at the store within 14 days.
Returns for purchases shipped to non-Queensland addresses must be received at the store within 21 days.
For the best chance of meeting these requirements, we recommend keeping all packaging, trying shoes out as soon as possible after purchase, and only indoors on carpet, using socks or stockings (even for sandals) and ceasing to wear the shoes as soon as you decide to return them. The limitations on our returns policy protect the value of the shoes for future buyers.
Packaging and Proof of Purchase
In case of the need to do a return, customers are asked to keep their receipt as proof of purchase, product packaging and inclusions (e.g. shoe boxes and any included additional laces, insoles, shoe horns etc) that may apply. Please present your proof of purchase in store or send it with the product if mailing. You should also provide postage receipts if you believe you will be entitled to reimbursement of reasonable costs for return of a defective item. If you claim that a returned product has a problem but this is not the case, you may be required to cover costs of transportation and inspection.
Returns by Mail
To return shoes by mail, please first contact us by phone on 07 5444 8009 or email at info@justcomfortshoes.com.au and explain the reason you intend to do a return. If the shoes require repair, we may be able to determine from photos whether they can be repaired in your area. If returning the shoes to us, please do not use tape or stickers on the shoe box or use the shoe box as the postal package. but instead place the shoe box inside postal packaging. Include a copy of your receipt and a brief statement mentioning your reason for the return. Please mail to our store address:
Just Comfort Shoes
155 Brisbane Rd
Mooloolaba QLD 4557
Since Just Comfort Shoes cannot guarantee the arrival of mail, customers are encouraged to use a trackable shipping service.
Refund Process
Customers may do returns in store or by mail, regardless of whether they purchased in-store, by phone or online. However, please note the requirements for refund transactions. A period of time to assess the fault may be necessary. In-store refunds for cash purchases may be in cash. If you purchase in store or by phone and do a return by mail, you will need to provide your bank details for a deposit if the return results in a refund, since we are unable to issue credit card refunds over the phone. A return by mail resulting in a refund will be processed within two weeks. Refunds for online purchases will be processed online through the relevant payment gateway and can take 5-10 business days to appear in the customer's bank account. Items mailed to us without being eligible for a return will only be mailed back to the customer at the customer's expense based on the greater of $15 per pair of shoes or the actual cost of mailing.
Changes to this Policy
This policy may change at any time without notice, and was last updated at 9.44am AEST on July 19, 2018.
