Refund Policy

Drmartoms Refund Policy

At Drmartoms, we want you to be fully satisfied with your purchase of boots, shoes, or kids' shoes. This Refund Policy outlines the terms, conditions, and processes for requesting and receiving refunds, ensuring transparency and a smooth experience for all customers. By making a purchase on our website (the "Site"), you agree to comply with the provisions of this Policy.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:
  • Return Window: The request for a refund must be initiated within 60 days from the date of delivery (as confirmed by the carrier’s delivery confirmation). Requests made after this period will not be accepted.
  • Product Condition: The product(s) being returned must be in unused, unworn, and original condition. This includes:
    • All original tags, labels, and packaging intact (e.g., shoe boxes, dust bags, accessory items that came with the product).
    • No signs of damage, wear, stains, or alterations (e.g., cut threads, modified soles, removed tags).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number, order confirmation email, or receipt. This helps us verify your transaction and process the refund efficiently.
Note: Customized or personalized products (if applicable) are not eligible for refunds unless they arrive damaged or with manufacturing defects.

2. How to Request a Refund

Follow these steps to initiate a refund:
  1. Contact Customer Service: First, reach out to our customer service team at [email protected] with the following details:
    • Your full name and order number.
    • The name and size of the product(s) you wish to return.
    • The reason for the refund request (e.g., wrong size, change of mind, product defect).
    • Clear photos of the product (if reporting a defect or damage) to help us assess the issue.
  1. Receive Return Authorization: Our team will review your request within 48 business hours. If approved, we will send you a Return Merchandise Authorization (RMA) number and a pre-addressed return shipping label (if the return is due to our error, such as a wrong product or defect). For returns due to customer preferences (e.g., change of mind), you may need to arrange and cover return shipping costs (unless otherwise specified).
  1. Ship the Product: Package the product(s) securely (preferably using the original packaging to prevent damage during transit) and clearly mark the RMA number on the outside of the package. Ship the product to the address provided in the RMA email. We recommend using a trackable shipping service to ensure we receive the return, as we are not responsible for lost or misplaced return shipments.

3. Refund Processing Timeline

Once we receive and inspect your returned product, we will process your refund according to the following timeline:
  1. Inspection Period: Upon receiving the return, our team will inspect the product to confirm it meets the eligibility criteria (typically within 3-5 business days of delivery to our warehouse).
  1. Refund Approval/Rejection: If the product passes inspection, we will approve the refund and initiate it within 1 business day of approval. If the product fails to meet eligibility criteria (e.g., damaged, missing tags), we will notify you via email and return the product to you (at your expense, if applicable).
  1. Refund Crediting: Approved refunds will be credited to your original payment method (e.g., credit card, debit card, PayPal). The time it takes for the refund to reflect in your account depends on your payment provider’s processing times, but typically ranges from 5-10 business days after initiation.
Note: Refunds are issued in United States Dollars (USD), matching the exact amount you paid for the product(s) (excluding any original shipping costs—though Drmartoms offers free global shipping, no shipping fees are deducted from refunds). If you used a discount code or promotional offer, the refund will be based on the discounted price you paid.

4. Special Cases for Refunds

4.1 Defective or Damaged Products

If you receive a product that is defective (e.g., broken stitching, faulty sole) or damaged during transit, please contact us within 7 days of delivery with photos of the issue. We will:
  • Arrange for a free return shipping label.
  • Inspect the product upon receipt.
  • Approve a full refund (including any return shipping costs you may have incurred) or offer a replacement (if preferred and the product is in stock).

4.2 Wrong Product or Size

If we accidentally send you the wrong product (e.g., incorrect style, wrong size) or the size you received does not match your order, please notify us within 14 days of delivery. We will:
  • Provide a free return shipping label for the incorrect product.
  • Process a full refund once the incorrect product is received, or ship the correct product to you (free of charge) if available.

4.3 Canceled Orders

If you cancel an order before it is dispatched (typically within 1-3 business days of order placement), we will process a full refund within 2-3 business days of cancellation. If the order has already been dispatched, you will need to follow the standard return and refund process outlined in Section 2.

5. Non-Refundable Items

The following items are not eligible for refunds under any circumstances:
  • Products returned after the 60-day return window.
  • Products that are used, worn, damaged, or altered by the customer.
  • Products returned without the original packaging, tags, or accessories.
  • Gift cards (if applicable—gift cards are non-refundable and non-transferable).

6. Refund Inquiries

If you have not received your refund within the expected 5-10 business days after approval, or if you have questions about the status of your refund, please contact our customer service team at [email protected] with your order number and RMA number (if applicable). We will investigate the issue and provide an update within 24 business hours.

7. Changes to This Policy

Drmartoms may update this Refund Policy from time to time to reflect changes in our practices, regulatory requirements, or customer feedback. When changes are made, the revised Policy will be posted on the Site. Your continued use of the Site or placement of orders after changes take effect constitutes acceptance of the updated Policy. We recommend reviewing this Policy periodically for any updates.

8. Contact Us

For any questions, concerns, or assistance with refunds, please reach out to our customer service team: