Refund policy

Overview

At Normandy Shoes, we care about customer satisfaction and strive to provide the best quality and service. We offer a flexible and fair return and exchange policy that allows you to return or exchange products purchased from our online store if you are not satisfied or encounter any issues.

Eligibility Criteria

Time Period

You may request a return or exchange within 14 days from the date of delivery.

Product Condition

Products must be:

  • Unused
  • In the same condition as received
  • With original packaging and all tags intact

Request Submission

Return or exchange requests must be submitted within 14 days from the purchase date. This period does not include the delivery time for processing the return or exchange.

Manufacturing Defect Warranty

If a manufacturing defect appears during the warranty period, you may submit a request at any time during the warranty period.

How to Request a Return or Exchange

Step 1: Contact Us

Step 2: Provide Information

  • Order number
  • Registered phone number
  • Reason for return or exchange
  • Clear photos of the product from all angles

Step 3: Response and Approval

After receiving the information and photos, we will respond quickly to arrange the return or exchange shipment.

Shipping Arrangement

For Exchanges: The courier will deliver the new product and collect the old product after inspection based on the provided description.

For Returns: The courier will collect the product from you. After it arrives and is inspected, a refund will be processed according to the original payment method.

Processing Time

The processing period for return requests is 14 days from the date of submission.

Shipping Costs

Company covers costs if:

  • Manufacturing defect
  • Company error (wrong product delivered)

Customer covers costs if:

  • Change of mind
  • Any reason unrelated to product quality

Refund Method

Refunds are processed according to the original payment method:

Online Payment (Cards/E-wallets)

  • Refund automatically to the same payment method
  • Timeline: 5-14 business days (depending on bank/wallet provider)

Cash on Delivery (COD)

  • Transfer to e-wallet (Vodafone Cash, Etisalat Cash, Orange Money) or InstaPay
  • Based on customer preference

Exceptions (Non-returnable Items)

We will NOT accept returns or exchanges for:

  1. Products purchased from other stores (not our official store)
  2. Products purchased during sales or special promotions
    Note: This will be clearly stated on the product page and during checkout
  3. Customized or personalized products
  4. Used or damaged products due to misuse

Important Notes

  • We reserve the right to refuse any return or exchange request if it does not comply with our conditions or if there is any doubt about the authenticity of the request.
  • If you receive a different product than ordered or a defective item, you will not bear any shipping costs and are entitled to exchange or full refund.
  • All products are subject to inspection upon return to ensure compliance with conditions.

Thank you for choosing Normandy Shoes. We wish you an enjoyable and satisfying shopping experience.