Refund Policy – Heydudp

At Heydudp, we know a great pair of shoes should fit well, feel comfortable, and match your needs—whether you’re lacing up for a hike, slipping into loafers for work, or grabbing sneakers for a weekend trip. If your Heydudp shoes don’t meet these expectations, arrive damaged, or just aren’t right for you, we’re committed to making the refund process fair, straightforward, and stress-free. This policy outlines our refund rules, eligibility criteria, and step-by-step process to help you get a resolution that lets you focus on finding your perfect pair.

1. Refund Eligibility

To qualify for a refund, your request must meet the following conditions—tailored to the unique needs of footwear (where fit, comfort, and wear are critical):

  • Timeline: You must submit your refund request within 45 days of delivery (as confirmed by the shipping carrier’s tracking information). This extended window gives you time to test the shoes safely (e.g., wear them around the house for a few hours, take short walks) and ensure they’re comfortable for your daily use.
  • Product Condition:
  • Unworn/Unopened Shoes: Must be in original packaging with all tags, shoe inserts, dust bags, and laces intact. The outsole (bottom of the shoe) must have no scuffs, dirt, or wear—this ensures the shoes are safe for resale or redistribution.
  • Lightly Worn Shoes: Eligible only if you tested them briefly (e.g., wore them indoors for 1-2 hours, took a 10-minute walk around the block) and they show no visible signs of use (no creases in the upper leather, no marks on the sole, no fraying on laces or straps). Shoes worn for extended periods (e.g., a full workday), on rough terrain (e.g., hiking trails), or with visible wear (e.g., scuffed toes, dirty soles) are not eligible for a refund—unless they have a manufacturing defect (see Section 3).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in the order confirmation email), receipt, or packing slip. Refunds are only processed for orders placed directly through Heydudp.com—purchases from third-party retailers (e.g., department stores, marketplaces) must be returned to the original seller.
  • Exceptions: The following items are non-refundable unless they arrive defective or damaged:
  • Final sale items (clearly marked “Final Sale” on the product page, e.g., clearance sneakers, limited-edition boots, or custom-engraved shoes).
  • Personalized or made-to-order shoes (e.g., shoes with custom monograms, tailored widths beyond standard “Wide” or “Narrow” options).
  • Shoe accessories (e.g., replacement laces, shoe inserts, waterproofing sprays) that have been opened—for hygiene and safety reasons.

2. How to Request a Refund

Follow these steps to submit a refund request—we’ve streamlined the process to avoid unnecessary delays, especially if you need to reorder a better-fitting pair:

  1. Initiate Contact: Email our customer service team at [email protected]”. Include the following details to speed up processing:
  • Full name and email address linked to your order.
  • Order number (critical for locating your purchase quickly).
  • Shoe name(s) and details (e.g., “Wide-Width Hiking Boots – Size 10, Brown,” “Canvas Sneakers – Size 8.5, Black,” “Leather Loafers – Size 9, Tan”).
  • Reason for refund (e.g., “Too narrow in the toe box,” “Uncomfortable arch support,” “Arrived with a broken zipper,” “Ordered the wrong size by mistake”).
  • For lightly worn shoes: Attach 1-2 clear photos of the shoes (focusing on the outsole and upper) to show minimal wear—this helps verify your claim.
  1. Receive Approval & Instructions: Our team will review your request within 24-48 business hours. If approved:
  • For unworn/unopened shoes: We’ll send a prepaid return shipping label (for U.S. orders) and a return address. Pack the shoes securely in their original box (add tissue paper or the original inserts to keep their shape) to prevent damage during transit—especially important for leather or structured shoes like boots.
  • For lightly worn shoes: We may waive the return requirement (to save you time) if photos confirm minimal wear. Instead, we’ll ask you to confirm the shoes are no longer in use (e.g., “Please store them safely until we confirm next steps”) and process the refund once confirmed—no need to ship the shoes back.
  1. Ship the Shoes (If Required): If you need to return the shoes:
  • Seal the original box with tape (reinforce corners if the box is flimsy) and attach the prepaid shipping label.
  • Drop the package off at the designated carrier (e.g., USPS, UPS) within 7 days of receiving the label—delays beyond this may result in your request being canceled.
  • Keep the return tracking number for your records—this lets you monitor when we receive the package and ensures accountability.
  1. Process the Refund:
  • For returned unworn shoes: Once we receive and inspect the item (usually 3-5 business days after delivery to our warehouse), we’ll confirm eligibility and initiate the refund.
  • For lightly worn shoes (waived return): We’ll process the refund within 24 hours of verifying your photos and details—so you can reorder a better-fitting pair quickly.

3. Refunds for Defective or Damaged Shoes

If your shoes arrive defective (e.g., loose stitching, broken zippers, peeling soles, or uneven padding) or damaged during shipping (e.g., a crushed toe box, torn upper, or missing laces), we’ll resolve the issue quickly with no extra steps:

  1. Report the Issue: Email [email protected] within 48 hours of delivery—include photos of the defect/damage (e.g., a close-up of loose stitching, a photo of the crushed toe box) and your order number. For shipping damage, also include photos of the outer packaging (e.g., a dented box, torn shipping bag) to help us file a claim with the carrier.
  2. Choose Your Resolution: We’ll offer three options to fit your needs:
  • Full Refund: Processed to your original payment method (see Section 4 for timelines) with no need to return the defective/damaged shoes (we’ll ask you to discard them safely to avoid reuse).
  • Free Replacement: Shipped to you at no cost—we’ll prioritize shipping if you need the shoes for a specific occasion (e.g., “We’ll send the new work loafers via expedited shipping to arrive before your first day at the new job”).
  • Repair: For fixable issues (e.g., re-stitching a loose seam, replacing a broken zipper on boots), we’ll cover the cost of repair and send the shoes back to you once fixed—ideal if you love the style and just need a quick fix.
  1. Fast Tracking: We’ll update you at each stage (e.g., “Your replacement sneakers have shipped,” “Your boot repair is complete”) so you’re never left wondering about progress.

4. Refund Timelines & Details

We aim to process refunds as quickly as possible, but timelines vary slightly based on your payment method:

  • Processing Time: Refunds are initiated within 1-3 business days of approval (e.g., after we receive your returned shoes or verify your defective/damage claim).
  • Account Credit Time:
  • Credit/debit cards: 5-7 business days (processing times depend on your bank—some may post the refund sooner, while others take the full window).
  • PayPal: 2-3 business days (funds usually appear in your PayPal balance within this period).
  • Gift cards: 1-2 business days (refunds are credited to the original gift card or a new one if the original is lost—we’ll send the new gift card code via email).
  • Refund Amount: You’ll receive a full refund of the shoe’s purchase price (in USD). We do not refund shipping costs (unless the shoes arrived defective or were sent in error) or customs duties/taxes (these are charged by your local government and must be claimed directly from them). If you used a coupon or discount code, the refund will reflect the discounted amount you paid (not the original retail price).

5. Refund Denials & Appeals

In rare cases, we may deny a refund (e.g., shoes are heavily worn, packaging is missing, the request is outside the 45-day window). If your request is denied:

  • We’ll send you an email explaining the reason for denial (e.g., “The hiking boots show significant trail wear on the outsole, which exceeds our ‘lightly used’ policy”).
  • You can appeal the decision by providing additional information (e.g., a doctor’s note if the shoes caused discomfort due to a foot condition, photos proving the shoes were defective out of the box). Email the appeal to [email protected] within 7 days of receiving the denial—we’ll review it within 24 hours and notify you of the final decision.

6. Contact Us for Refund Help

If you have questions about our refund policy, need help submitting a request, or want to check the status of an ongoing refund, contact our customer service team at [email protected]. We’ll respond within 24-48 business hours and guide you through every step—whether it’s clarifying eligibility for a pair of sneakers, resending a return label for boots, or following up with your bank about a delayed refund.

At Heydudp, we believe refunds should be a last resort—but when you need one, we’ll make it fair and efficient. Our goal is to ensure you have shoes that fit well, feel great, and work for your life—even if that means adjusting your purchase. Thank you for trusting us with your footwear needs.