Just Comfort Shoes Returns Policy

​Please note that online purchases are currently unavailable, but customers may purchase or check on the availability of sizes by phone on 07 5444 8009.

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 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 must take responsibility for purchase decisions.

Other than for faulty merchandise, Department of Veterans' Affairs (DVA) and Medical Aids Subsidy Scheme (MASS) Medical Grade Footwear may be returned only when our supply has not met the government requirements or falls under a warranty of those programs.

However, for other shoes, we allow returns for unsuitable fit, subject to the following rules:

Shipping costs are non-refundable.

Pop-up shops and private shoe-fitting visits 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; Special Orders in the cases where we require full up-front payment; modified footwear; other reasons if we inform the customer prior to purchase.

All items for return and their product packaging must be in new condition, undamaged and free of any 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.

Returns for products received in Queensland must arrive at the store within 14 days of purchase.

Returns for products shipped to non-Queensland addresses must arrive at the store within 21 days of purchase.

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 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 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, online, or at one of our home visits or pop-up shops. However, please note the requirements for refund transactions. Assessing the fault may require a period of time. 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 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. A return by mail resulting in a refund will be processed within two weeks of the decision. 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 7.07am on Tuesday, June 13, 2019.