Return & Refund Policy

Return & Refund Policy

Last Updated: July 24, 2026

At Shuz, we are committed to providing you with premium footwear and an exceptional shopping experience. We understand that sometimes a product may not be exactly what you expected. This Return & Refund Policy outlines the conditions and procedures for returning products and receiving refunds, in accordance with our Terms & Conditions.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria as outlined in our general Terms & Conditions:

  • Condition: The product must be completely unused, unworn, and in the exact same original condition that you received it.

  • Packaging: The item must be returned in its original, undamaged packaging (including the Shuz shoe box, dust bags, and any accessories).

  • Tags & Labels: All original tags and labels must be intact and attached to the product.

  • Timeframe: Return requests must be initiated within 7 days (or your preferred timeframe) from the date of delivery.

Note: Any footwear showing signs of wear, scuff marks on the soles, or missing original packaging will not be accepted for a return.

2. Non-Returnable Items

Certain items cannot be returned or refunded, including:

  • Products purchased during clearance sales, final markdowns, or specific promotional events (unless stated otherwise).

  • Footwear care products (e.g., shoe polish, brushes, protector sprays) once opened.

  • Gift cards.

3. How to Initiate a Return or Exchange

If you need to return an item or exchange it for a different size:

  1. Contact Us: Email our support team at support@yourdomain.com within the eligible return window. Please include your Order Number, the reason for return/exchange, and clear photographs of the product and packaging.

  2. Approval: Our team will review your request. If approved, we will provide you with a Return Authorization and detailed shipping instructions.

  3. Dispatch: Pack the item securely in its original packaging and hand it over to our assigned courier partner (if a reverse pickup is available in your area) or ship it to our designated facility.

4. Inspection & Approval

Once we receive your returned item, our quality control team will inspect it to ensure it meets our return eligibility criteria.

  • Approved Returns: If the item passes inspection, your refund or exchange will be processed immediately.

  • Rejected Returns: If the item shows signs of use or does not meet the criteria, the return will be rejected. The item will be shipped back to you, and no refund will be issued.

5. Refund Process

  • Timeline: Once approved, refunds will be initiated within 5-7 business days.

  • Payment Method: Refunds will be credited back to your original method of payment (e.g., Credit Card, UPI, Net Banking).

  • Cash on Delivery (COD): For COD orders, we will request your bank account or UPI details via your registered email address to transfer the refund amount.

  • Shipping Charges: Original shipping charges (if any) are non-refundable. Only the value of the product will be refunded.

6. Order Cancellations

As stated in our Terms & Conditions, you may cancel your order before it has been dispatched.

  • Pre-Dispatch: If you cancel your order before it leaves our warehouse, a full refund will be processed to your original payment method.

  • Post-Dispatch: Once an order has been shipped, it cannot be cancelled. You will need to receive the package and follow the standard return process.

  • Shuz Initiated Cancellations: We reserve the right to cancel orders due to inventory unavailability, pricing errors, or suspected fraud. In such cases, if payment has been received, a full refund will be automatically processed.

7. Damaged or Defective Items

In the rare event that you receive a damaged, defective, or incorrect item, please notify us at support@yourdomain.com within 48 hours of delivery. Include your order number and photos of the defect. We will arrange for a swift replacement or a full refund at no additional cost to you.

Contact Information

If you have any questions or need assistance with your return or refund, please reach out to us:

Shuz Customer Support

  • Email: support@yourdomain.com

  • Phone: +91 XXXXXXXXXX

  • Address: Your Business Address, [Your City, State], India