SHUZ TOUCH

RETURN & EXCHANGE POLICY

 

Return Window

·  Returns are accepted within 7 days from the date of delivery.

·  The return request must be raised within the 7-day return period.

·  Returns requested after 7 days from delivery will not be accepted.

·  Only products marked as returnable on the product page are eligible for return.

·  Products purchased during a sale, clearance or special promotion may have different return conditions. Please check the product page before purchasing.

Product Condition

·  The product must be unused and unworn.

·  The product must be in its original condition.

·  All original tags and labels must be attached.

·  The original shoe box/product box and packaging must be intact and returned, wherever applicable.

·  All accessories supplied with the product must be returned.

·  The product must not have any marks, stains, scratches, damage or signs of use.

·  Products that do not pass our quality inspection may be rejected.

Non-Returnable Products

·  Products specifically marked as non-returnable on the product page.

·  Socks, stockings, tights, shapewear and other intimate/personal-use products, for hygiene reasons.

·  Products that have been worn, used, washed, altered or damaged.

·  Products returned without their original tags, packaging or accessories.

·  Products purchased under promotions where the product is specifically stated to be non-returnable.

How to Raise a Return Request

·  Raise your return request through log in and Schedule a Return / Exchange option on our website.

·  Return requests are generally reviewed within 2 business days.

·  Once approved, a pickup will be arranged through our courier partner.

·  Pickup generally takes place within 2–3 business days after approval.

·  Please keep the product ready and securely packed for pickup.

·  The product must be returned in its original packaging wherever applicable.

Quality Check

·  Every returned product is inspected at our warehouse.

·  The product must meet all return eligibility requirements.

·  A return may be rejected if the product is worn or used; damaged; washed or altered; missing tags or labels; missing its original box or packaging; missing accessories; or returned in a condition unsuitable for resale.

·  Store credit will be issued only after the return passes our quality inspection.

Store Credit

·  Approved returns will be processed as store credit.

·  Cash refunds to the original payment method are not the standard resolution for customer-initiated returns.

·  Store credit will generally be equal to the eligible product value paid by the customer.

·  Original shipping charges are non-refundable.

·  COD charges, where applicable, are non-refundable.

·  Store credit will generally be issued within 2–5 business days after the returned product passes quality inspection.

·  Store credit will be sent to the customer's registered email address or WhatsApp number.

·  Store credit can be used towards a future purchase on the Shuz Touch website.

·  Store credit is non-transferable and cannot be redeemed for cash.

·  If the new order value exceeds the available store credit, the balance must be paid by the customer.

·  If the new order value is lower than the available store credit, the remaining balance can be used for a subsequent purchase, subject to applicable terms.

Exchange Policy

• One-Time Free Exchange: Customers are eligible for one exchange per order.
• Shipping Charges: The customer is responsible for the shipping costs for both sides—returning the original product and receiving the exchanged product.
•  Exchanges are available only for products specifically marked as exchange eligible.
•  Eligible footwear can be exchanged within 7 days of delivery.
• ·  The product must be unworn, unused, in original condition, and returned with all original tags and packaging.
• ·  Exchanges are generally available for the same product in a different size or colour.
• ·  Exchanges are subject to stock availability.
• ·  An exchange product will be dispatched only after the original product is received and passes our quality inspection.
• ·  If the requested size or colour is unavailable, an exchange may not be possible.
• ·  Shuz Touch reserves the right to reject an exchange if the returned product does not meet the eligibility requirements.

Partial Returns

·  You may return an eligible individual product from an order containing multiple products.

·  You do not need to return the entire order.

·  Only products that are eligible for return can be returned.

·  Non-returnable products cannot be included in a return request.

·  Store credit will be issued only for the eligible product successfully returned and approved.

Damaged or Defective Products

·  Contact us within 48 hours of delivery.

·  Email us with the order number, clear photographs of the product, clear photographs of the damage or defect, and photographs of the outer packaging, where applicable.

·  Do not use or alter the product.

·  Retain the original packaging until the issue has been resolved.

·  After verification, we may offer a replacement or store credit, as applicable.

Incorrect Product Received

·  Contact us within 48 hours of delivery.

·  Share your order number.

·  Send clear photographs of the product received.

·  Send photographs of the packaging and shipping label.

·  Once verified, we will arrange an appropriate resolution, which may include a replacement or store credit.

Tampered Package

·  If the package appears opened, tampered with or significantly damaged at the time of delivery, please do not accept the shipment.

·  Inform the delivery partner immediately.

·  Contact Shuz Touch customer support as soon as possible.

·  If you accept a visibly tampered package, please notify us immediately and provide photographs of the package and its contents.

Missing Product

·  Contact us as soon as possible.

·  Share your order number.

·  Send photographs of the products received, outer packaging and shipping label.

·  Our team will investigate and assist you with the appropriate resolution.

Return and Exchange Shipping Charges

·  Shipping charges paid at the time of placing the order and exhnage are non-refundable for customer-initiated returns.

·  Applicable COD charges are also non-refundable.

·  For damaged, defective or incorrect products verified to be an error on our part, the applicable return/replacement arrangements will be handled by Shuz Touch.

Return Packaging

·  Always use the original product box/packaging wherever applicable.

·  Place the original product packaging securely inside the outer return package.

·  Do not place courier labels or tape directly on the original shoe/product box.

·  Products damaged due to improper return packaging may be rejected following inspection.

Cancellation

·  Orders can be cancelled only before they are processed for dispatch.

·  Once an order has been processed for dispatch or dispatched, cancellation is not possible.

·  Contact our customer support team as soon as possible if you wish to cancel an order.

Important

·  Shuz Touch reserves the right to approve or reject a return or exchange based on the condition and eligibility of the product.

·  Raising a return request does not guarantee approval.

·  Approval is subject to the product passing our quality inspection.

·  If a return is rejected, the product may be shipped back to the customer.

·  This policy is subject to applicable laws and regulations.

Customer Support

·  Shuz Touch Customer Support

·  Email: shuztouchcustomercare@gmail.com