Refund & Damage Policy

This Refund / Damage Policy explains how Shoe Glitch handles service complaints, redo requests, refunds, and damage claims.

1. Satisfaction Window

If you are not satisfied with the completed service, you must contact Shoe Glitch within 7 days after completion or delivery. Your message should describe the issue clearly and include photos when possible.

2. Available Remedies

After reviewing the issue, Shoe Glitch may choose an appropriate remedy, including a free redo of the service, a partial refund, a full refund where the service was not performed as described, store or service credit, or replacement compensation up to the applicable liability cap.

3. Damage Claims

If you believe your shoes were damaged while in Shoe Glitch’s care, you must submit the claim within 7 days of pickup, delivery, or return shipment. Shoe Glitch may compare your claim against intake photos, operator notes, service logs, and before-and-after images. Approved claims will generally be paid to the original payment method within 10 business days after resolution, unless another remedy is agreed upon.

4. Non-Refundable Situations

Refunds or damage claims may be denied for issues caused by pre-existing wear, damage visible at intake, defects inherent to the original materials or construction, damage occurring after the shoes were returned to you, failure to follow care instructions, or customer no-shows where a pickup fee was incurred and disclosed.

5. Extreme Pre-Existing Wear

If a pair arrives in a condition that makes service unsafe or impractical, Shoe Glitch may decline to complete the service. In those cases, Shoe Glitch may issue a refund minus any disclosed intake or inspection fee, such as a $10 intake inspection fee, if one applies.

6. Shipping Issues

For mail-in orders, customers should use trackable shipping and should insure high-value pairs. If a carrier loses or damages a shipment, Shoe Glitch may assist with the carrier claim process, but reimbursement timing may depend on the carrier’s investigation and decision. For pairs over $500, Shoe Glitch may require insured shipping or a special handling process.

7. How to Contact Shoe Glitch About a Claim

Send claims or complaints to support@shoeglitch.com and include your order number, full name, a description of the issue, and supporting photos. Prompt reporting improves the likelihood of a fair and accurate review.