Poyter Shoes Refund and Return Policy

Overview

At Poyter Shoes, customer satisfaction is paramount. Our refund and return policy outlines your rights and responsibilities as our valued customer. Please read this document carefully to understand the terms that apply to your purchases.

General Policy

  • Policy Duration: Our refund and return policy lasts 28 days from the date of purchase. Refunds or returns must be initiated within 14 days of receiving the product and dispatched within the following 14 days. Unfortunately, if 28 days have elapsed since your purchase, we cannot offer a refund or exchange.
  • Eligibility: To qualify for a return, items must be unused, in their original condition, and returned in the original packaging. Proof of purchase is required.

Refund and Return Guidelines

  1. Made to Order (MTO) and Customised Shoes:
    • Refunds or returns are not available for customised or Made to Order (MTO) shoes unless the item is faulty.
    • For MTO shoes, it is the customer’s responsibility to ensure that the correct foot size and width are provided. We offer DD and EE sizes in most MTO shoes.
  2. Made to Measure (MTM) Shoes:
    • We provide a size guarantee for MTM shoes. If the size does not fit, we will reproduce the shoes free of charge or provide a full refund.
  3. Sale and Discounted Items:
    • There are no refunds on sale items or items purchased with a discount coupon or code.
  4. Product Condition:
    • Shoes must be returned unused and in their original condition.
    • Generic reasons, such as “did not like the product” or “not up to my expectations,” without a specific fault, do not qualify for a refund or return.

Inspection and Refund Process

  • Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
  • Approved refunds will be processed within 14 days and credited to your original method of payment.

Exchanges

  • Exchanges are only available for defective or damaged items. To request an exchange, email us at hello@poyter.com. We will provide the nearest warehouse address for your return.

Shipping for Returns

  • Customers are responsible for return shipping costs, which are non-refundable.
  • Use a trackable shipping service or purchase shipping insurance for high-value returns. We do not guarantee receipt of returned items without tracking.

Leather and Colour Variations

  • We use top-quality leather from the same tanneries that supply major premium shoe brands. Slight variations in colour, hue, or appearance due to lighting conditions are not grounds for return.
  • If you receive a product in the wrong colour (e.g., ordered brown but received black), this falls under our refund or reproduction guarantee.

Compliance with Consumer Rights Act (2015)

  • This policy complies with the Consumer Rights Act 2015. Customers are entitled to a repair, replacement, or refund for faulty goods.
  • Under the Consumer Contracts Regulations, customised and Made to Order items are exempt from the standard 14-day cancellation rights.

Jurisdiction

  • This refund and return policy is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts in England and Wales.

Contact for Complaints

  • If you believe we have not resolved an issue to your satisfaction, you can contact the UK Competition and Markets Authority (CMA) or Citizens Advice Consumer Service for guidance.

For further assistance, please email us at hello@poyter.com. Thank you for choosing Poyter Shoes.