We are unable to cancel the shipment of your products once they have been dispatched. However, if you are not satisfied with the products ordered after receiving them, for any reason (e.g. if the color or size is not suitable), and if you wish to return the products and obtain a refund or replacement, you have a 30-day period from the date of delivery of your products. All returned items must be unused, in their original packaging, and in a resalable condition. You can make your return request using our "Return / Exchange Request" portal. Once your request is approved, a prepaid Purolator shipping label will be sent to you by email. You only need to print it and affix it to your box. You can then drop off the package at the nearest Purolator drop-off point.
We will cover the return fees for the following situations:
- If there is an error in your order.
- If you have received a defective item.
- If you wish to exchange the size of boots or shoes (for the first exchange only).
You will have to bear a return fee of $15.00 per package for the following situations:
- If you wish to return a non-defective item and obtain a refund. In such a case, we will deduct these fees from your refund.
- If you wish to exchange the size of any other item than boots or shoes.
- If you wish to exchange the size of boots or shoes for the second time (the return fees for the first exchange of size are covered by us). In such a case, you will have to pay these fees before we ship your replacement.
Please note that our offer of a free first exchange may NOT APPLY to shipments from certain remote regions.
We will refund you the full amount you paid for the returned products, minus the shipping fees of the original order, minus the shipping fees of the prepaid shipping label that will be sent to you depending on the reason for your return.
We may apply a deduction to the refunded amount in case of a loss of value of the products if you handle them unnecessarily, beyond what is necessary to determine their nature and characteristics. We reserve the right to refuse a return if we deem the item does not meet our criteria for resaleable merchandise.
If you return an item that is not in NEW condition and does not meet our policies, you will have to pay the shipping fees to have your item returned to you.
You have the option to receive your refund by the initial payment method or as a replacement.
All returns must be sent to the indicated distribution center, which is the site from which your products were sent to you.
Please note that for us to be able to process your return, we must receive the items within the prescribed 60-day period. You must therefore take into account the time required for the carrier to send your items to our distribution center.
For further information on returns, please contact us at email@example.com.
Your legal rights: Please note that our Return Policy is in addition to your legal right to cancel your entire order under the applicable laws in your jurisdiction. You must return all items from the cancelled order within the prescribed period from the date on which you informed us of your wish to cancel your order. We will refund you the full amount you paid for your order within the prescribed period from the date on which we receive the returned products. We may apply a deduction to the refunded amount in case of a loss of value of the products if you handle them unnecessarily, beyond what is necessary to determine their nature and characteristics.
For further information on this right and the cancellation form template, please contact us.
WARRANTY FOR DEFECTIVE PRODUCTS
If the product or products you have purchased are damaged or have other material or manufacturing defects, please contact us by phone or email. Please note that this warranty does not apply to normal wear and tear, intentional damage, abnormal storage, alterations, repairs, improper use, or any improper or unreasonable use. Regarding defective products, we have the option to offer you a refund, repair the defective products, or send you replacement products free of charge.
If you believe in good faith that the shoes you purchased from RIOBEC are defective in materials and manufacturing within 6 months from the date of purchase, please send an email to RIOBEC customer service at firstname.lastname@example.org, indicating the following information: (a) order number (in the subject line), (b) concise description of the problem, (c) product photographs, (d) delivery address for repaired or replacement products, and (e) proof of purchase (required). Most of our boots and shoes are warranted against manufacturing defects for a period of 6 MONTHS.
If you purchased the products directly from a retailer, please contact them for more specific information on the warranties they may offer.
Please note that our warranty for defective products does not replace the rights you have under the laws applicable in your jurisdiction, nor the rights you have under those laws.