Refund policy

At FootFix (footfix.co), we want you to be happy with your purchase. Because our products ship directly from our supplier network, our return and refund process works a little differently than traditional retail. Please read this policy carefully before placing your order.

1. Order Processing & Shipping Times

All orders are processed within 1–3 business days. Shipping typically takes 7–25 business days depending on your location. You will receive a tracking number via email once your order ships. Please allow up to 48 hours for tracking information to update after receiving your confirmation.

Important: Estimated delivery times are not guaranteed. Occasional delays may occur due to customs processing, carrier delays, or high-demand periods. Delays in shipping do not automatically qualify for a refund.

2. 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee from the date you receive your order. If you are not satisfied with your product, you may request a refund or replacement within this window, subject to the conditions below.

3. Eligible Refund & Replacement Scenarios

We will issue a full refund or send a free replacement (your choice) if:

•       Item not received: Your order has not arrived within 45 business days from the order date.

•       Wrong item received: You received a product that is materially different from what was listed on our website.

•       Defective or damaged item: The product arrived broken, defective, or damaged during shipping. You must provide photo or video evidence within 7 days of delivery.

•       Significant quality issue: The product has a clear manufacturing defect that prevents it from functioning as described.

4. Partial Refunds

We may issue a partial refund (up to 50%) in the following situations:

•       The item arrived with minor cosmetic imperfections that do not affect functionality.

•       The item is usable but does not fully match the product description due to minor variations (color shade, minor size difference, etc.).

•       The package shows signs of handling wear but the product itself is intact.

5. What Is NOT Eligible for a Refund

Refunds and replacements will not be issued for:

•       Buyer’s remorse: You simply changed your mind or no longer want the item.

•       Incorrect sizing: Please refer to our sizing guides before ordering. We are not responsible for incorrect size selections.

•       Minor variations: Slight differences in color, texture, or appearance compared to product photos. Product images are representative and minor variation is normal.

•       Misuse or modification: Damage caused by improper use, alteration, or neglect after delivery.

•       Late claims: Requests made more than 30 days after you received the item.

•       Shipping address errors: Orders that could not be delivered due to an incorrect address provided by the customer.

6. How to Request a Refund or Replacement

To submit a claim, email us at support@footfix.co with the following:

•       Your order number

•       A brief description of the issue

•       Photo or video evidence (required for damaged/defective claims)

We will respond within 2 business days. Most claims are resolved within 5–7 business days from the time we receive your request.

7. Returns & Exchanges

We do not accept physical returns. Due to the nature of our fulfillment process, products cannot be shipped back to us. All eligible refunds are processed without requiring the item to be returned. In most cases, we encourage you to keep or donate the item.

For exchanges (different size or product), we handle these as a new order with a refund on the original, subject to eligibility above.

8. Refund Method & Timing

All approved refunds are issued to the original payment method. Please allow:

•       Credit/debit cards: 5–10 business days for the refund to appear on your statement.

•       PayPal/digital wallets: 1–3 business days.

You will receive an email confirmation when your refund has been processed.

9. Order Cancellations

Orders may be cancelled within 12 hours of being placed for a full refund. After 12 hours, your order may have already entered the fulfillment process and cannot be cancelled. In that case, you may request a refund after receiving the item under the terms of this policy.

10. Chargebacks

We kindly ask that you contact us at support@footfix.co before initiating a chargeback with your bank or credit card company. Filing a chargeback without first attempting to resolve the issue with us may result in your account being flagged and future orders being declined. We are committed to resolving any issues fairly and promptly.

11. Policy Updates

FootFix reserves the right to update or modify this policy at any time. Changes will be posted on our website and will apply to orders placed after the effective date of the update.

 

Email us at k@footfix.co and we’ll get back to you within 2 business days.