Refund policy

Returns / Exchanges
We do not offer change of mind returns or exchanges. Some items we are happy to exchange such as items bought in the incorrect size we may be willing to swap for a new size, or to swap a shoe for a different type.

Shipping on exchanges is at customers expense and must be completed within 14 days.

Several types of goods are exempt from being returned/exchanged; these include any item with a use-by date, or which is perishable or requires correct storage. We cannot take these items back as we cannot know they have been stored correctly before we send to a new client. i.e. glues, urethanes, silicones, puttys etc.  If you have purchased a shoe kit and simply want to swap size, keep the original glue and send only the shoes back for the swap. 

Refunds (if applicable for faulty items)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, or original method of payment.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sarah@innovativehoofcare.com.au.

Sale items (if applicable)
Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged. Refunds on sale items are only available if the item is faulty in a manner that was not disclosed at time of sale. 

Shipping
You will be responsible for paying for your own shipping costs for returning your item for exchanges of size. Shipping costs are non-refundable, with the exception of returns on faulty goods. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.