Refund Policy

Heyduode Refund Policy

At Heyduode, we know finding the perfect pair of shoes—one that fits well, feels comfortable, and matches your style—can take trial. If a pair doesn’t work out, whether it’s a size mismatch, unexpected fit issue, or style preference, we’ve designed a straightforward refund process tailored to shoe shoppers. This policy outlines the terms, conditions, and steps to request a refund, so you can shop with confidence.

1. Eligibility for Refunds

To qualify for a refund, shoes must meet criteria that protect both you and the integrity of our products—especially critical for hygiene and ensuring future customers receive unworn, quality shoes:
  • Timeframe: Refund requests must be initiated within 60 days of the delivery date (we use the shipping carrier’s delivery confirmation date as the official reference).
  • Shoe Condition: Items must be in their original, unused state with no signs of wear, damage, or alteration:
    • Soles: No scuffs, dirt, or marks from outdoor use (light indoor(try-ons) on clean, carpeted surfaces are acceptable, but visible sole wear will disqualify a refund).
    • Material: No stretched fabric, broken laces, scuffed leather, or faded colors (e.g., canvas sneakers with grass stains, suede boots with water damage).
    • Tags & Packaging: All original tags (e.g., size labels, brand tags), packaging (shoe boxes, dust bags, tissue paper), and accessories (extra laces, insoles, size adjusters) must be included. Damaged or missing shoe boxes may affect eligibility (we use boxes to protect shoes during return shipping).
  • Non-Refundable Items: The following are explicitly non-refundable (clearly marked on product pages to avoid confusion):
    • Customized shoes (e.g., monogrammed sneakers, made-to-order wide-width boots, personalized kids’ shoes).
    • Final-sale items (e.g., clearance sandals, discontinued sneaker styles, seasonal closeouts—marked with “Final Sale” on the product page).
    • Shoes damaged due to misuse, neglect, or improper care (e.g., hiking boots worn for rock climbing, canvas sneakers washed in a washing machine, leather shoes not treated for water damage).

2. How to Request a Refund

We’ve streamlined the refund process to minimize hassle, with steps tailored to shoe-specific needs (like protecting delicate materials during return shipping):
  1. Initiate the Request: Email our customer service team at [email protected]. Include these details to speed up review:
    • Your full name, order number (found in your order confirmation email), and contact phone number.
    • Shoe details: Product name, SKU, size, and color (e.g., “Men’s Running Sneakers - SKU: HD-R567 - Size 10 - Black”).
    • Reason for refund: Be specific (e.g., “Size too small—needs a 10.5”, “Heels rub ankles”, “Color not as shown online”).
    • Photos (optional but helpful): For defects or fit issues, attach clear images (e.g., a loose sole, a scuff that arrived damaged, or a shoe that’s too narrow).
  1. Receive Return Instructions: Our team will respond within 2 business days with:
    • A pre-paid, insured return label (valid for global shipping—no extra cost to you) to cover return delivery.
    • A dedicated return address (tailored to your region for faster delivery to our inspection team).
    • Shoe-specific packaging guidelines:
      • “Use the original shoe box to maintain shape (especially for boots or structured loafers).”
      • “Wrap shoes in tissue paper to prevent scuffing between pairs.”
      • “Do not tape directly on shoe material or tags.”
  1. Ship the Return: Pack the eligible shoes securely per our guidelines, attach the pre-paid label, and drop it off at the nearest shipping carrier location (keep the return tracking number for your records—this helps resolve delays or lost returns).
  1. Inspection & Confirmation: Once your return arrives at our warehouse (typically 3-5 business days after shipping, depending on your location), our quality team will inspect the shoes to verify eligibility. We’ll email you within 1 business day to confirm acceptance (and start processing your refund) or explain issues (e.g., “Soles show outdoor wear—refund denied”).

3. Refund Timeline & Method

We aim to process refunds quickly so you can reinvest in a better-fitting pair:
  • Processing Time: Refunds are processed within 5-10 business days of our warehouse confirming eligibility. This includes verifying the shoe’s condition, updating your order status, and initiating the refund with our payment provider.
  • Refund Method: Refunds are issued to your original payment method (e.g., credit card, PayPal, Apple Pay) for security. The time it takes for funds to appear in your account depends on your provider:
    • Credit/debit cards: 3-7 business days (varies by bank).
    • PayPal: 1-3 business days.
    • Apple Pay/Google Pay: 2-5 business days.
  • Shipping Cost Notes:
    • For standard refund requests (e.g., size issues, change of mind), we do not refund the original shipping cost (this covers the initial secure delivery of your shoes to you).
    • For refunds due to Heyduode errors (e.g., wrong size shipped, defective shoes, incorrect color/style), we will refund both the shoe cost and the original shipping fee—this is our commitment to making things right.

4. Special Cases & Exceptions

Shoes have unique fit and wear considerations—here’s how we handle common special scenarios:

4.1 Defective or Damaged Shoes

If you receive shoes with manufacturing defects (e.g., loose soles, broken zippers, uneven stitching) or damage from shipping (e.g., crushed shoe boxes, torn material), contact us within 7 days of delivery with photos of the issue. We’ll:
  • Cover all return shipping costs (even if you’ve already shipped the item).
  • Process a full refund within 3 business days (no need to wait for warehouse inspection).
  • Offer a free replacement (if the correct size/style is in stock) with expedited processing—ideal for time-sensitive needs like back-to-school or work shoes.

4.2 Incorrect or Missing Shoes

If we shipped the wrong item (e.g., women’s flats instead of men’s loafers, size 8 instead of size 9) or an item is missing from your order (e.g., one sneaker instead of a pair), email us within 3 days of delivery. We’ll:
  • Send the correct shoes for free (with priority processing to minimize wait time).
  • Provide a pre-paid label to return the incorrect item (no cost to you).
  • Process a full refund if the correct shoes are out of stock—plus a 10% discount on your next order as an apology.

4.3 Lost or Delayed Returns

If your return is lost in transit (tracking shows no updates for 7+ days) or delayed beyond 10 business days, share the return tracking number with our team at [email protected]. We’ll:
  • Work with the shipping carrier to locate the package (using the return label’s insurance to escalate the search).
  • Process a “goodwill refund” or send a replacement if the package is confirmed lost—we won’t make you wait for the carrier’s final investigation.

4.4 Gift Returns

If you received shoes as a gift and want to return them, email us with:
  • The order number (provided by the gift giver) or the gift receipt details.
  • Your contact information and preferred refund method (e.g., store credit, PayPal—if the gift giver agrees).
  • Reason for the return (to help us improve future gift experiences).
We’ll process a refund to the gift giver’s original payment method or issue store credit to you (per the giver’s request) within the standard 5-10 business days.

5. Frequently Asked Questions (FAQs)

To address common shoe-related refund concerns:
  • Q: Can I exchange shoes instead of getting a refund?
A: Yes! If you’d prefer an exchange (e.g., swap size 9 for 9.5, change color from blue to gray), note this in your refund request email. We’ll send the replacement once we confirm your return, skipping the refund step to save time.
  • Q: What if I lost my shoe box or tags?
A: We understand boxes can get damaged or lost—contact us to explain, and we’ll review your case. Minor missing packaging (e.g., no dust bag) may still qualify for a refund, but a lost or destroyed shoe box (which protects shoes during return shipping) may result in a 15% restocking fee (we’ll notify you of this upfront).
  • Q: Do I need to pay customs fees for international returns?
A: No—our pre-paid return labels cover all customs fees, duties, and taxes for global returns. You will not be charged additional costs by the shipping carrier.
  • Q: My shoes fit but are uncomfortable after wearing—can I get a refund?
A: If the discomfort is due to a manufacturing issue (e.g., a rough seam, uneven sole), we’ll process a refund. If it’s a subjective fit issue (e.g., “the toe box feels tight” but there’s no defect), we’ll still honor the refund if the shoes meet our unused condition requirements (no wear on soles, tags intact).

6. Contact Us for Refund Questions

If you have questions about your refund status, eligibility, or need help with the process, email our customer service team at [email protected]. Include your order number and refund request reference—we’ll respond within 2 business days and keep you updated until the issue is resolved.
By placing an order with Heyduode, you acknowledge and agree to the terms of this Refund Policy. We may update this policy periodically to reflect changes in our processes or legal requirements—any updates will be posted on our website with a “Last Updated” date, and we’ll notify you of significant changes via email (if you’ve provided your contact information).