Refund and Return Policy

1. General Overview

This Refund Policy applies to all purchases made through the Heelmart website, mobile application, or any other authorized sales channel operated by us. It is designed to ensure fairness, clarity, and transparency for both our valued customers and our business operations.

Please read this policy carefully before making a purchase. If you have any questions, our customer service team is always here to assist.

2. Eligibility for Returns

To qualify for a return or refund:

  1. Condition of the Product
    • The item must be unused, unworn, and in its original condition.
    • All original packaging, tags, labels, and accessories must be intact.
  2. Return Window
    • Products must be returned within [X days, e.g., 7–14 days] of delivery.
    • Returns initiated after the specified timeframe may not be accepted.
  3. Proof of Purchase
    • A valid order confirmation email, invoice, or receipt must be provided.
  4. Exclusions
    Some items are non-returnable:
    • Clearance or final sale products
    • Customized or personalized footwear
    • Gift cards, vouchers, or digital codes
    • Products damaged due to misuse or improper care

3. Non-Returnable Circumstances

Heelmart reserves the right to refuse returns in cases such as:

  • Products showing visible signs of wear, use, or tampering.
  • Products returned without original packaging or missing parts.
  • Items damaged due to negligence, exposure to water, fire, or chemicals.
  • Returns that do not comply with our return window.

4. Return Process

If you wish to return an eligible product:

  1. Initiate a Return Request
    • Contact our customer service via email at [Insert Email] or through the “My Orders” section of your account.
    • Provide your order number, reason for return, and product details.
  2. Return Authorization
    • Our team will review your request and, if approved, issue a Return Authorization (RA) number.
    • You must include the RA number on the return package for tracking purposes.
  3. Packaging the Return
    • Pack the product securely in its original packaging.
    • Include the invoice or receipt.
  4. Shipping the Product Back
    • Depending on the circumstances, you may:
      • Use our courier pickup service, or
      • Ship the product back at your own expense.
    • Heelmart will provide instructions for the return method.

5. Refund Methods

Once we receive and inspect the returned product, refunds may be processed through one of the following methods:

  • Original Payment Method: Refund credited back to the same account/card/wallet used for purchase.
  • Store Credit/Wallet Balance: Refund issued as Heelmart store credit for future purchases.
  • Bank Transfer (if applicable): For certain cases, refunds may be processed via direct transfer.

Refund timelines vary based on payment provider but typically take 7–14 business days.

6. Exchange Policy

If you wish to exchange a product (e.g., for a different size or color):

  1. Exchanges are subject to product availability.
  2. If the requested product is unavailable, you may choose:
    • A refund, or
    • Store credit for future use.
  3. Exchanges must follow the same eligibility rules as returns.

7. Shipping Costs

  • Return Shipping:
    • If the product is defective, damaged, or incorrectly shipped, Heelmart will cover return shipping costs.
    • If the return is due to customer preference (e.g., wrong size ordered), the customer may be responsible for return shipping costs.
  • Exchange Shipping:
    • For one free exchange, Heelmart may cover the outbound shipping cost of the replacement item. Additional exchanges may incur charges.

8. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered:

  1. Report the issue to our customer service team within 48 hours of delivery.
  2. Provide photographs or videos as proof of the issue.
  3. Once verified, Heelmart will arrange a free return, replacement, or refund.

9. Refund Processing Timeline

  1. Inspection Period
    • Once your return is received, it will be inspected within 3–5 business days.
  2. Approval or Rejection
    • If approved, your refund will be processed.
    • If rejected, we will notify you with the reason (e.g., product used, packaging missing).
  3. Completion
    • Refunds are typically completed within 7–14 business days depending on your payment provider.

10. Store Credits and Gift Cards

  • Store credits are valid for [Insert duration, e.g., 12 months] from the date of issue.
  • Store credits cannot be exchanged for cash.
  • Gift cards and promotional vouchers are non-refundable and non-transferable.

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