Hushpuppied Refund Policy

At Hushpuppied, we want you to be completely satisfied with your shoe purchase. If for any reason our products don’t meet your expectations, we offer a straightforward refund policy to ensure a hassle-free experience. This policy outlines the eligibility criteria, process, and timelines for requesting and receiving refunds.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following conditions:

  • Timeframe: The refund request must be initiated within 30 days of the delivery date (as confirmed by your shipping tracking information).
  • Product Condition: The shoes must be in unused, unworn, and original condition—no signs of wear, stains, scuffs, or damage to the material, soles, or packaging.
  • Original Packaging & Tags: Items must be returned with all original tags, boxes, dust bags, and any included accessories (e.g., extra laces for oxfords).
  • Proof of Purchase: You must provide a valid proof of purchase, such as an order confirmation email, invoice, or receipt.

Exceptions to Eligibility

The following items are non-refundable:

  • Custom or personalized shoes (unless they arrive defective or incorrect).
  • Final sale items (clearly marked “Final Sale” on the product page).
  • Shoes returned after the 30-day window.
  • Items that show signs of wear, misuse, or damage caused by the customer.

2. How to Request a Refund

Follow these steps to initiate a refund:

  1. Submit a Refund Request: Email our customer service team at [email protected].
  • Your full name and order number.
  • The name and size of the shoe(s) you want to return for a refund.
  • The reason for the refund (e.g., “wrong size,” “change of mind,” “defective item”).
  • For defective or incorrect items: Attach clear photos showing the issue (e.g., faulty stitching, wrong style) to help us process your request faster.
  1. Receive Return Instructions: Within 24 business hours, we will email you a prepaid return shipping label and step-by-step packaging instructions. If you are outside our standard shipping regions, we will provide details on how to ship the item back (return shipping costs may apply in some cases).
  2. Ship the Item Back: Package the shoes securely (using the original box if possible) and attach the prepaid label. Drop off the package at the designated shipping carrier location. Keep the tracking number for your reference—we recommend monitoring the shipment until we confirm receipt.
  3. Inspection of Returned Items: Once we receive your package (typically 3–5 business days after shipment), our team will inspect the shoes to verify they meet the eligibility criteria. We will notify you via email once the inspection is complete.

3. Types of Refunds & Processing Timelines

3.1 Standard Refunds (Change of Mind/Wrong Size)

If your return is approved, we will issue a refund to your original payment method (e.g., credit card, PayPal, debit card).

  • Processing Time: Refunds are processed within 5–7 business days of approval.
  • Bank Processing Delay: Depending on your bank or payment provider, it may take an additional 3–10 business days for the funds to appear in your account. This delay is beyond our control.

3.2 Refunds for Defective/Incorrect Items

If you receive a defective, damaged, or incorrect item, we will:

  • Issue a full refund (including original shipping costs) to your payment method.
  • OR, at your request, send a replacement item free of charge (if in stock).

Refunds for defective/incorrect items are processed within 2–3 business days of approval to expedite your experience.

4. Special Cases

4.1 Cancelled Orders

  • If you cancel an order before it is processed or shipped, we will issue a full refund within 5–7 business days of cancellation.
  • If you cancel an order after it has been shipped, you must follow the standard return and refund process outlined above once you receive the item.

4.2 Lost or Damaged Returns

If your returned package is lost or damaged in transit, you must file a claim with the shipping carrier using the tracking number provided. We cannot issue a refund for lost or damaged returns unless the carrier confirms the package was not delivered to us.

4.3 International Refunds

For international orders, refund processing may take 7–10 business days due to longer shipping and customs delays. Return shipping costs for international orders (outside the US/Canada) are the responsibility of the customer unless the item is defective or incorrect.

5. Refund Exclusions

  • Shipping Costs: For standard returns (change of mind/wrong size), the original shipping cost paid at checkout is non-refundable.
  • Gift Cards: Refunds for purchases made with gift cards will be issued as a new digital gift card sent to your email address (no cash refunds for gift card purchases).

6. Questions & Support

If you have questions about your refund status, eligibility, or the return process, contact our customer service team at [email protected] with your order number. We aim to respond to all inquiries within 24 business hours (Monday–Friday, 9:00 AM–5:00 PM EST).