| Returns Policy |
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Introduction
Our Policy
i) You can return goods to us for
any reason, for a period of up to 14 days from the date of
delivery.
ii) With the exception of items purchased using the
Art 2U,
Neosens 2U or
El
Naturalista 2U facility, you can return goods to us in one of two ways -
a) By Post/Carrier - You must pay the cost of returning goods to us by Post/Carrier.
- You should address all returns by this method to:
The Raw Shoe Company Ltd
Churchill Way
Saddington Road
Fleckney
Leicestershire
LE8 8UD
- On receipt of your returned goods, we will reimburse you the purchase price (excluding shipping charges) within 30 days using the same credit/debit card that was used to pay for the goods.
- You are responsible for the goods until they are received at our Fleckney address above. Goods that are lost or go missing during transit cannot be reimbursed. You should strongly consider using a Recorded (signed For) service or Special Delivery to return goods. Remember, proof of posting does not constitute proof of delivery.
- Goods purchased using the Art/Neosens 2U or El Naturalista 2U facility can only be returned to us in this way.
b) In person to one of our shops - Details of all our stores can be found here. We do not charge you any form of penalty or re-stocking fee. You will need to bring along -
- Your proof of purchase (a printed copy of the Receipt page from our website).
- The credit/debit card that was used to pay for the goods. We can only transact refunds onto the card that was used to purchase the goods originally. We will be unable to reimburse you immediately without the correct credit/debit card details. We cannot provide cash refunds under any circumstances.
- Goods purchased using the Art/Neosens & El Naturalista 2U facility cannot be returned to us in this way.
iii) With all returns, regardless of method-
Policy Exceptions
i) Marked Goods
When goods are returned to us marked in any way, we reserve the right to refuse to reimburse you in full. In the case of postal returns, the goods will remain with us, until either -
- you accept to pay for the item(s) to be returned to you, or
- accept a refund of less than 100% of the original purchase price. The percentage refund will be negotiated with reference to the degree of damage, but is unlikely to be greater than 75% of the purchase price.
ii) Wrong Items Supplied
We will meet the full cost of returning goods to us if the item(s) delivered to you are not as specified in the Product Description section on your Receipt. You should contact us here so that we can make arrangements with you for the return of the goods.iii) Faulty Goods
If you believe that your goods have developed a fault, you must return them to :
The Raw Shoe Company Ltd
Churchill Way
Saddington Road
Fleckney
Leicestershire
LE8 8UD
Initially, You will be responsible for the cost of posting the goods back to us.
Additionally, you must supply the following-
- Proof of your original purchase.
- A letter explaining what the fault is. You should also include your contact details.
- The original receipt for the cost of posting the goods back to us.
When we receive your goods, one of our staff who is experienced in fault assessment will examine the product.
If we agree that the product is faulty, according to the circumstances we may offer you either -
- An exchange, or
- A full or partial Credit Note, or
- A full or partial refund, and
- Advice on product suitability.
When we accept that the product is faulty, we will refund you the postage cost incurred by you when sending the goods back to us.
As a gesture of goodwill, if you choose to exchange your faulty goods, we will incur the cost of posting the replacement item to you. We reserve the right to decide which shipping service we select for this purpose.
Where we disagree with you that the product is faulty, we will let you know of our decision.
Fault Arbitration
If you do not agree with our decision, you have the right to take your case to independent arbitration. We currently use Intertek Testing Services Ltd. You can learn more about Intertek, and their service, by clicking here. Intertek currently charge a minimum fee of £60, of which you must pay £30.00. (This fee is reviewed annually). To use the service, you should send us the following -
a written report detailing the problems you have experienced with the product, and
a cheque for £30.00 payable to The Raw Shoe Company Ltd, to -
The Raw Shoe Company Ltd
Churchill Way
Saddington Road
Fleckney
Leicestershire
LE8 8UDOn receipt, we will pay in your cheque, and send the following to Intertek -
a new cheque payable to Intertek, to cover their full testing fee, and
Your report, and
Your goods.
Intertek will examine and test your goods. They will provide a written report, a copy of which will be supplied to you.
If they find in your favour, we will refund you the value they place on the goods, together with your £30.00 fee.
If they do not find in your favour, you have lost your original fee plus any postage costs.
Regardless of the decision, The Raw Shoe Company Ltd will not get its fee refunded.