Refund and Return Policy

Returns and Refunds Policy for Austinesilva Luxury

Effective Date: 24th November 2024

Thank you for shopping at Austinesilva Luxury. We want you to be completely satisfied with your custom-made shoes. Due to the bespoke nature of our products, we have specific policies regarding returns and refunds. Please carefully read the following Returns and Refunds Policy.

1. Custom-Made Nature of Products

All shoes sold on our Website are custom-made to order based on the specifications you provide (e.g., size, color, design, material). As such, we are unable to offer returns or exchanges on custom-made shoes unless the product is defective or there was an error in the order process.

2. Returns Eligibility

You may return your custom-made shoes only in the following circumstances:

  • Defective or Damaged Products: If your shoes are defective or damaged upon arrival, we will provide a full refund or replacement.
  • Incorrect Product: If the shoes you receive do not match the specifications you provided (e.g., incorrect size, color, or design), we will offer a replacement or refund.

We do not accept returns for any other reason, including but not limited to incorrect sizing provided by you or changes in style preference after the order is confirmed.

3. Initiating a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at austinesilvaluxury01@gmail.com within 7 days of receiving your shoes. Include your order number, a description of the issue, and photographs of the product showing any defects or damage.
  2. Return Authorization: Once we have reviewed your request, we will send you a Return Authorization email along with instructions on how to return the item.
  3. Return Shipping: Returns must be shipped to us within 14 days of receiving the Return Authorization. We recommend using a trackable shipping service, as we are not responsible for lost returns.

4. Conditions for Returns

  • The shoes must be unused, undamaged, and in their original packaging (if possible). Products that show signs of wear or damage will not be accepted for return.
  • Custom-made shoes must be returned with the original tags and documentation (such as your receipt or order confirmation).

5. Refund Process

Once we have received and inspected the returned shoes, we will notify you via email about the status of your refund. If your return is approved:

  • Refund: A refund will be issued to your original payment method within 7-10 business days. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.
  • Replacement: If you prefer a replacement rather than a refund, we will proceed to create a new pair of shoes based on your original order specifications. Any additional shipping costs for replacements will be covered by us, unless the error was made on your part (e.g., incorrect sizing provided).

6. Non-Refundable Items

The following items are not eligible for a return or refund:

  • Shoes that have been worn, used, or altered.
  • Orders that do not meet the criteria for defects or errors.

7. Return Shipping Costs

  • Defective or Incorrect Products: If the product is defective or incorrect, we will cover the cost of return shipping.
  • Customer-Requested Returns: If the return is due to customer preference (e.g., changing your mind, incorrect size chosen), you will be responsible for the return shipping costs.

8. Refund Exceptions

Please note that due to the custom nature of our products, we cannot offer refunds for products once they have been shipped and are not defective or incorrect. By placing an order, you acknowledge that you understand and accept the nature of custom-made shoes and the limitations regarding refunds.

9. How to Contact Us

If you need assistance with initiating a return, have questions, or require support regarding our Returns and Refunds Policy, please contact us at:

  • Email: austinesilvaluxury01@gmail.com
  • Phone (if applicable): [Your Phone Number]
  • Address: Agara Baba Pupa, Off Ajala Express, Odo-Ona Elewe, Ibadan, Oyo State, Nigeria

We strive to resolve all issues promptly and fairly.

10. Order Cancellations

Once an order is placed and confirmed, we begin the process of crafting your custom shoes. As such, orders cannot be canceled once production has started, except in cases where there is an issue with payment or other order processing errors. If you realize that you have made an error with your order, please contact us immediately, and we will do our best to assist you before production begins.

11. Legal Rights

This policy is in accordance with applicable consumer protection laws. Your rights may vary based on the location of your purchase. If you reside in a jurisdiction that provides additional consumer rights or protections, we will comply with those laws as required.

12. Summary of Returns Process

  1. Contact us via email within 7 days of receiving the product.
  2. Provide proof of defect or issue (e.g., photos of damage).
  3. Return shipping: Ship the product back within 14 days of receiving the Return Authorization.
  4. Once received, we’ll inspect the item and process a refund or replacement as appropriate within 7-10 business days.

Conclusion

We want you to be happy with your custom shoes, and we will do everything we can to ensure that your order is correct and of the highest quality. If there is an issue with your order, please don’t hesitate to reach out. We will work with you to resolve any concerns in a timely and fair manner.

Thank you for choosing Austinesilva Luxury!