Damage & Refund Policy

1. Our Approach

U-Shank sells pre-loved branded shoes that have been selected and inspected before being listed for sale. Because pre-loved products naturally show varying levels of previous use, condition differences and normal signs of wear are part of the nature of our products.

Our refund and issue-resolution process is therefore intended for genuine problems with an order or product, rather than ordinary changes of mind, sizing preferences, or normal pre-loved wear.

2. Change-of-Mind Returns

U-Shank does not generally accept returns or refunds simply because a customer changes their mind after placing an order or receiving the product.

The following situations generally do not qualify for a return or refund:

• Change of mind after purchase
• The shoe does not fit as expected
• Size or fit preference
• The customer changes their preferred style or color
• The product looks different from what the customer personally expected
• Normal signs of previous use associated with a pre-loved product
• Minor cosmetic wear that is reasonably consistent with the listing and photographs

3. Genuine Issues That May Be Reviewed

We may review an order where there is a legitimate issue such as:

• The wrong product was delivered
• The item arrives materially damaged
• A significant material issue was present but was not disclosed in the listing
• Another substantial order-fulfillment issue occurred

Each case is reviewed individually. The existence of an issue does not automatically guarantee a refund, replacement, or any specific resolution.

4. Please Contact Us Before Sending Anything Back

Customers should not send a product back to U-Shank without first contacting us and receiving instructions.

This allows us to understand the issue, verify the order, provide the correct return instructions where applicable, and determine the appropriate next step.

5. How to Report a Problem

If you believe there is a legitimate issue with your order, please contact us as soon as possible after delivery or after discovering the problem.

To help us investigate the matter, you may be asked to provide:

• Your order number
• Photos of the product
• Photos or video showing the issue
• Photos of the packaging where relevant
• A clear description of what happened

Providing clear evidence helps us review the situation more efficiently.

6. Product Condition & Pre-Loved Wear

All U-Shank footwear is pre-loved unless a listing specifically states otherwise. This means products may naturally contain signs of previous use.

Depending on the individual pair, this may include reasonable variations such as:

• Minor marks or scuffs
• Creasing
• Normal sole wear
• Minor changes in material appearance
• Other ordinary signs associated with previous use

Such characteristics are not automatically considered defects or grounds for a refund.

7. Authenticity

U-Shank takes product authenticity seriously. We make reasonable efforts to source, inspect, and assess the branded footwear offered through our store.

If you have a genuine concern about the authenticity or material representation of an item, please contact us with your order details and supporting evidence so the matter can be reviewed.

8. Resolution Options

After reviewing a legitimate issue, U-Shank may, depending on the circumstances and product availability, determine an appropriate resolution.

Depending on the case, the resolution may include:

• A replacement where a suitable replacement is available
• A refund where U-Shank determines that a refund is appropriate
• Store credit where appropriate
• Another reasonable solution agreed with the customer

The applicable resolution depends on the specific facts of the case, the condition of the item, available stock, and the circumstances of the order.

9. Refund Processing

Where a refund is approved, the applicable refund method and timing will depend on the original payment method and the circumstances of the case.

A refund is only processed after the issue has been reviewed and U-Shank has confirmed that a refund is appropriate.

10. Delivery Damage

If a package appears to have suffered significant damage during delivery, please document the condition of the package and product and contact U-Shank promptly.

Where a courier or delivery service is involved, we may need to investigate the shipment with the relevant delivery provider before determining the appropriate resolution.

11. Incorrect Product

If you receive a product that does not match the product ordered, contact U-Shank before using, modifying, cleaning, repairing, or returning the item.

Please provide your order number and clear photographs so that we can verify the issue and guide you through the next steps.

12. What We Do Not Guarantee

Due to the nature of pre-loved footwear, U-Shank does not guarantee that every pair will meet a customer's personal expectations regarding fit, comfort, appearance, smell, styling, or previous wear.

Customers should carefully review the product photos, description, listed condition, size information, and any other available details before placing an order.

13. Fraudulent or Abusive Claims

U-Shank may refuse to process claims that appear fraudulent, misleading, abusive, inconsistent with the order record, or otherwise made in bad faith.

We may also request additional information or evidence before deciding how an issue should be handled.

14. Contact U-Shank

For questions about a damaged product, incorrect order, or other legitimate product issue, please contact U-Shank through the customer-support options available on our website.