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  • REFUNDS and EXCHANGES
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Quite simply, we will exchange or refund your purchase for any reason!

If you inadvertently bought the wrong size, not a problem. If you wish to change it for a different style, no worries. Even if you've changed your mind after receiving your purchase, that's OK, we understand.

All you need to do is let us know by sending an eBay message within 30 days of having received your delivery. We will send you a ''Numbered Returns Form'. This is important so that we can keep track of, and take the appropriate action, for your item when it arrives back at our busy warehouse.

Obviously, the items you're returning need to be unworn, in re-sellable condition and returned with the original packaging. Please note that we do not cover the cost of return shipping or re-delivery, and a 15% processing and restocking fee will apply for 'change of mind' refunds. The 'Returns Form' will give address details for returns and cover other information you may require.

All of the footwear we sell is new stock and covered by manufacture warranty, and most of our supplying manufacturers produce their products under ISO Australian Quality Standards. So if you find yourself in the unfortunate (and very rare) situation of needing to make a claim for a quality issue, the appropriate manufacturer (through us) will ensure your claim is handled quickly and professionally. If the footwear is not new at the time of the problem, the age and condition of the item will be taken into account by the manufacturer when reviewing the claim.


Here's a simple guide to ensure you have no problems in exchanging your boots or returning them for refund :


1.  TRYING ON YOUR BOOTS
  • As soon as possible after your boots are delivered, remove them from the packaging and the box ( DO NOT DAMAGE THE PACKAGING!). Give them a good check over, ensuring they are the size that you ordered and that there is no obvious manufacturer faults.
  • Try them on with the same socks you intend to wear them with. Ensure they feel comfortable, firm (not sloppy) around the heel & ankle, and with a minimum 5mm to 10mm space for your toes. If they are safety boots ensure that there is adequate sideways) room for your toes  -  Although it's not always possible, it's generally a good idea to try boots on after you've been on your feet for several hours. (ENSURE YOU ARE ON CARPET WHEN TRYING THEM ON, AND DO NOT WEAR THEM OUTDOORS!)
  • If you are happy with your purchase, that's all there is!  Please don't forget to spend a minute or two providing your eBay Feedback, and Service Level Ratings.
 2.  INCORRECT SIZE, STYLE EXCHANGE or CHANGE OF MIND
  • OK, unfortunately something's gone wrong.  -  The size isn't quite right, or you now think that the steel toe cap style would have been a better option, perhaps you've suddenly changed job roles and now have no need for the boots that you ordered. It's not a problem, and we can work together to solve the issue  -  However please understand there are some parameters which need to be followed so that we get it all done quickly and efficiently.
  • FIRSTLY  -  Take immediate action by informing us through the eBay message system that you have an issue. We can't help you if we don't know that you have an issue.  -  Remember, we only accept return claims up to 30 days from date of delivery! So don't delay!  -   DO NOT WEAR THE BOOTS. Pack them up with the original box, the packaging and the original delivery docket, in readiness for return.
  • SECONDLY  -  We will quickly send an email back with a numbered  'Return Form' that you need to complete and then enclose with the boots and packaging which are being returned.  -  The Return Form will provide you with all of the information you need to get the boots back to us as quickly as possible, including the return address in Sydney. The Return Number is critical as it ensures we are able to keep track of your boots in our busy warehouse. - Our advice is that an Australia Post 'Pre-Paid Parcel Post' 3kg Satchel, will generally be the best option for boot returns.
  • THIRDLY  -  When your boots arrive at our warehouse, we will process your claim quickly and efficiently and prepare a new size or new style to be posted or a refund to be allocated.  -  At that time we will email you to provide details of any extra payment or refund which may be applicable, depending on the circumstance of the claim, and to arrange for that payment or refund.  -  Once the financial part of the transaction has been completed we will quickly arrange postage for your replacement boots.
  • PLEASE NOTE that we do not cover the cost of items being returned to our warehouse or the cost of redelivery. If an item is being returned for 'change of mind refund, a Processing & Restocking fee applies equal to 15% of the item value.
       
A Couple Of Relevant Points :

1.   Please do not return footwear to us for refund or exchange, which has obviously been worn or is damaged in some way (other than a claim for manufacturer fault)  -  The boots that you send back will ultimately be returned to our stock and resold to another customer. If the boots that you are returning are not in a condition that you would happily accept as a brand new 'direct from factory' item, then it would be unfair to ask anyone else to accept them as that. Likewise it would be unfair to expect The Boot Warehouse to accept the loss in value to our stock that worn or damaged footwear would mean. This is also why we need the undamaged original packaging returned.

2.  As already mentioned, please take action quickly once you have decided to exchange your boots or claim a refund. The 30 Day Return Policy is very generous compared to many suppliers, but it also requires strict adherence for us to manage our stock effectively, and as such offers virtually no flexibility.


 3.  CLAIMS  FOR  MANUFACTURER  FAULTS
      
  • If you find yourself in that unfortunate (and extremely rare) position of finding something wrong with the boots you have purchased, the general procedure is similar to that outlined above.  -  Contact us immediately and we will expedite a process (via our 'Numbered Returns' system) to quickly get the boots to the appropriate manufacturer who will investigate your claim.
  • If they are new, unworn boots, an exchange will undoubtedly be carried out.  -  However if they are boots which have been worn for any period of time before the claim is made, the manufacturer will take into account the age and condition of the boots and the work they were involved in. 
  • Our supplying manufacturers offer varying periods of time with regard to their manufacturer warranties, and some offer additional guarantees and warranties on some styles or indeed all of their range. It is too complex for us to list all of their extended and limited offers. For further information about specific manufacturer warranties and guarantees, please visit their relative web pages. 

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