Start-rite Return Policy
Goods purchased online can only be returned using the procedure outlined below. Online purchases can NOT be returned to store.
1. Statutory cancellation right
You have fourteen consecutive days starting from the day after receipt to return the goods that you ordered from us. This includes weekends and Bank or Public Holidays. You will receive a full refund of the price paid, and the delivery charge will also be refunded if the whole order is received within fourteen days. If only part of an order is returned, the delivery charge will not be refunded.
If you wish to cancel the contract (ie return the goods to us) you must inform us in writing (which includes email) and you must return the goods to us immediately in the same condition in which you received them and at your own risk. You have a legal obligation to take reasonable care of the goods while they are in your possession.
If you cancel the contract in accordance with this provision we will process your refund as soon as possible and in any event within 30 days.
Replacement goods must be ordered by placing a new order.
Goods can be returned to us free of charge, by using the freepost address label enclosed on your invoice, or the handwritten freepost address on the reverse.
All goods, including any gift with purchase, must be returned to us unworn and in their original packaging, complete with all labels.
The freepost address should be affixed to the goods that you are returning, along with the completed returns form, and must be in their original packaging. We recommend that you get proof of postage. The goods are your responsibility whilst in transit to us.
If you have a large number to return – instead of printing the label you will be given the option to handwrite an address on the parcel. Please follow the instructions on your invoice, or contact our customer service team for further help.
Consumers can return the consumer foot gauges according to the normal process but they must be returned unused and unassembled via our online returns procedure.
2. Faulty Goods
Without prejudice to your statutory rights.
If you think that your goods are faulty please return the goods, following the returns procedure on the back of your invoice. If your invoice has been lost, please contact Customer Services at CUSTOMER.SERVICES@START-RITE.CO.UK or on 0344 561 7263 for the freepost details.
We recommend that you get proof of postage from the Post Office. The goods are your responsibility whilst in transit to us.
On receipt of the goods and after inspection of the goods we will either:
• accept their return and refund the price of the goods (we are unable to offer replacements)
or
• if the items are found not to be faulty, return them to you
Please note that goods will not be deemed faulty if the fault is not a result of manufacture, but has instead been caused by wear and tear or misuse. For the purposes of this procedure, we would expect children’s shoes to remain in good condition for three months during normal wear, however we are happy to accept them back for an assessment within six months of purchase.
If on receipt of your parcel it is obviously damaged, please refuse to accept the parcel and our delivery company will return it to us. If you are out at the time of delivery and it is left according to special instructions and you find it to be damaged please contactCUSTOMER.SERVICES@START-RITE.CO.UK and quote your order number.
Please note that goods purchased through a retailer need to be returned to that retailer
Free items
When ordering goods that include a free gift as part of a special offer, the free gift is only available with the purchase of a pair of shoes. Free gifts are not available on the purchase of shoe labels or gauges.
3. Returning the small or large purchasable gauge
Customers can return the consumer small and large purchasable foot gauges according to the normal returns policy as set out above. You must notify us of your intention to cancel the contract with us within 14 days starting from the day after receipt. The gauge(s) must be returned immediately, unused and unassembled and including the tape measure using the returns procedure on the back of your invoice. If you feel the gauge is faulty and want to return it after 14 days please email CUSTOMER.SERVICES@START-RITE.CO.UKprior to returning.