Refund Policy

Our Commitment to Satisfaction

At Reinholz Custom Ftwr, we stand behind the quality of our work and are committed to your satisfaction. This Refund Policy outlines the terms and conditions for refunds and adjustments for our services.

Service Satisfaction Policy

We strive for complete customer satisfaction with every service. If you are not satisfied with our work, please contact us within the specified time frames below so we can address your concerns and find an appropriate solution.

Refund Eligibility by Service Type

Shoe Repair & Restoration

• 7-day satisfaction period from pickup date
• Refunds available for workmanship issues or material defects
• Full refund if we cannot complete the repair as promised
• Partial refunds may apply if alternate solutions are acceptable

Custom Shoe Fitting

• 14-day satisfaction period with opportunity for adjustments
• Free re-fitting if initial results are unsatisfactory
• Refund available if we cannot achieve acceptable comfort level
• No refund for changes in customer requirements after service completion

Custom Orthotics

• 30-day adjustment period with free modifications
• Full refund if orthotics cannot be adjusted to provide comfort
• Partial refund may apply after adjustment period based on circumstances
• No refund for normal break-in period discomfort (typically 1-2 weeks)

Leather Care Treatment

• 30-day satisfaction period
• Re-treatment at no charge if initial results are unsatisfactory
• Refund available if treatment causes unexpected damage (rare)
• No refund for pre-existing leather damage or wear

Non-Refundable Situations

Refunds are not available in the following circumstances:

• Changes in customer preferences after work has begun
• Normal wear and tear after service completion
• Damage caused by customer misuse or neglect
• Services performed according to specifications but customer changed mind
• Partial completion when customer requests work stoppage
• Materials already applied or integrated into the footwear

Refund Process

To request a refund or adjustment:

1. Contact us within the applicable time frame for your service type
2. Provide detailed explanation of the issue or concern
3. Bring the footwear to our workshop for inspection when possible
4. Allow us opportunity to correct the issue before requesting refund
5. Refunds will be processed within 7-10 business days after approval

Partial Services and Deposits

For services requiring deposits, refunds are handled as follows:

• Full refund of deposit if we cannot complete the service as agreed
• Partial refund if work is partially completed at customer's request to stop
• No refund of deposit if customer cancels after work has begun
• Material costs may be deducted from refunds if materials cannot be returned

Method of Refund

Refunds will be issued using the same payment method used for the original transaction. Cash payments will be refunded in cash. Credit card refunds will be processed to the original card. If the original payment method is no longer available, alternative arrangements will be made.

Dispute Resolution

We are committed to resolving any concerns about our services. If you are not satisfied with our resolution of a refund request, we encourage you to speak with our management team to find a mutually acceptable solution before pursuing other options.

Contact Information

To discuss refunds, adjustments, or any concerns about our services, please contact us: