KB: Returns: Refused at Store

What if a customer gets in touch to complain a store is refusing to take back their used item?

• Always apologise the customer has had a problem with footwear purchased from us and in returning them to store. 

• Offer a second opinion.

• The customer can go to another store if there is one located locally. Remember they will need their proof of purchase.

• The customer can also post back to Head Office with a copy of their proof of purchase for inspection by our Returns Team.

• Ask the customer to include:

• A full explanation of the problem 

• A contact telephone number 

• Address.

• If a defect is found, a refund or exchange will be offered and any return postage costs incurred will be refunded.

• If no fault is found, the item will be posted back to the customer with a letter of explanation.