Just Comfort Shoes Returns Policy
In-store returns are unavailable while the physical store is temporarily closed as a COVID-19 precaution. See Returns by Mail below.
This policy forms part of the Just Comfort Shoes Terms and Conditions of Trade and Website Use.
Returns of Faulty Merchandise
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Please advise us by phone or email or in store as soon as possible after discovering a product fault. Please also cease using the product and refrain from returning it by mail unless we ask you to do so. We may ask you 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.
Where possible, 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 possible 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 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, but cannot guarantee that a shoe will suit all feet for a particular purpose. Only the customer can know how the shoes feel, and must take responsibility for purchasing decisions.
We allow returns for unsuitable fit, subject to the following rules:
- Pop-up shops and private shoe-fitting visits (which are unavailable during while our physical shop is closed temporarily due to COVID-19) cannot be used to return shoes.
- Returns are not available for: items without all components (footwear and any relevant box and accessories) in new, unworn, unmarked, undamaged, unwashed, unmodified condition; Special Orders of footwear not on our regular Special Order Styles List; Department of Veterans' Affairs (DVA) and Medical Aids Subsidy Scheme (MASS) Medical Grade Footwear unless it falls under a warranty of the relevant program or our supply has not met government requirements; other reasons if we inform the customer prior to purchase.
- Customers must pay shipping costs unless qualifying prior to purchase for a free return (see below).
- Any applicable shipping costs are non-refundable.
- Customers must provide proof of purchase.
- Returns must be received by Just Comfort Shoes within 30 days of purchase.
Thank you for your co-operation. The limitations on our returns policy protect the value of the shoes for future buyers.
Returns Qualifying for Free Shipping
Free returns are available at a rate of one a month per customer if you follow all rules of this Returns Policy and use our Foot Tracing Template, Foot Tracing Guidelines or Foot Measurement Guidelines to provide information and receive a recommendation before purchasing.
Proof of Purchase
Please send your proof of purchase by mail with the product/s you are returning. If we ask you to pay up front for return a product with a problem (a defect or a delivery not matching your order), you should also provide postage receipts if you believe you will be entitled to reimbursement of reasonable costs for the return. However, if you claim that a returned product has a problem but this is not the case, you may be required to cover costs of delivery and inspection.
Returns by Mail
Contact us first by phone on 0432 307 672 or through our Contact page 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 they do need to be sent to us and you are eligible for a free return (see below), we will aim to send an Australia Post or courier label by email that you can print out and stick on postal packaging to send us. This enables us to cover the cost from the start instead of having to reimburse you. If you don't have email or a printer, we can send a label by post. Please note that if returns for non-defective products are missing any inclusions or involve footwear, a box or included items that are not in new condition on return - unworn, unmarked, undamaged, unwashed and unmodified - you will be charged the greater of the actual cost or $15 for shipping of the return and will receive no refund or exchange. If you claim a product is defective but it is not, you will be charged the greater of the actual cost or $15 for shipping of the return to us and again for return of the product/s back to you.
Avoid using tape or stickers on the shoe box or using the shoe box itself as packaging. Instead, place the shoe box inside postal packaging such as a satchel or cardboard box. Include a copy of your receipt, your contact details 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. If we arrange postage by Australia Post or courier ourselves, tracking is included.
Refund Process
Customers may do returns by mail regardless of whether they purchased in-store, by phone, online, or at one of our home visits or pop-up shops. If you have purchased in store or by phone and do a return by mail, you may need to provide your bank details for a deposit if the return results in a refund, since we may be unable to issue credit card refunds over the phone in some cases, depending on the card type. We will aim to assess returns within 5 business days of arrival but cannot guarantee meeting this timeframe if a resolution depends on an enquiry to a supplier. Refunds will be issued immediately after a return is accepted but may take up to 10 days to appear in the customer's bank account, depending on the purchasing method, bank or online payment system.
Changes to this Policy
This policy may change at any time without notice, and was last updated at 11.31am on Sunday, March 29, 2020.
