Refund policy
Return and Refund Policy
Last updated: March 18, 2026
At OrthoWalkShoes, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, this Return and Refund Policy describes your rights and the process for returning or exchanging products purchased on our website [Insert Website URL].
Address: enderecodallc 123, MAF, Mentoria - 88222
Contact Email: contato@mentoriaalemdasfronteiras.com
1. Policy Summary (30-Day Window)
We offer a 30-calendar-day period from the date of receiving your order to request exchanges, returns, or refunds, according to the conditions below.
2. Conditions for Return and Exchange
To be eligible for an exchange or return, the product must meet all of the following criteria:
- Timeframe: The request must be made within 30 calendar days of receiving the order.
- Product Condition: The item must be new, unused, and show no signs of wear or washing.
- Packaging: The product must be returned in its original packaging, with all labels, tags, and accessories intact.
- Proof of Purchase: Proof of purchase (order number or invoice) is required.
Important: Shoes that have been worn, damaged by improper use, or have odors (such as perfume or smoke) will not be accepted for return and will be sent back to the customer.
3. Request Process
To initiate an exchange or return, please follow the steps below:
- Contact Us: Send an email to contato@mentoriaalemdasfronteiras.com with the subject line "EXCHANGE" or "RETURN".
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Required Information: In the email, please include:
- Your order number.
- Your full name and the email used for the purchase.
- The reason for the return/exchange.
- Photos of the product (in case of defects).
- Shipping Instructions: We will respond to your email within 2 business days with detailed instructions on how to proceed and the address where the product should be sent.
Attention: Do not send products back without first receiving our authorization and confirmation of the correct address.
4. Returns for Change of Mind or Dissatisfaction (Didn't like it, wrong size)
If you simply didn't like the product, changed your mind, or the size didn't fit:
- Return Shipping Cost: The cost of shipping the product back to us is the customer's responsibility.
- Refund: We will refund the full product price (excluding the original shipping cost) once the item arrives at our distribution center and is inspected, confirming it meets the conditions in Section 2.
5. Returns for Defects or Our Stock Error
If the product arrived with a manufacturing defect, was incorrect, or was damaged:
- Return Shipping Cost: We will provide a pre-paid return label (free shipping) for you to send the product back.
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Options:
- Full Refund: Including the product price and the original shipping cost paid.
- Exchange: We will send a new product (subject to stock availability) at no additional shipping cost.
Procedure for Damage: If the product arrived damaged, please also refer to the "Damage During Transit" section of our Shipping Policy.
6. Exchanges (For a different size, color, or model)
If you wish to exchange the product for a different size, color, or model:
- Follow the request process described in Section 3.
- The product must be returned according to the conditions in Section 2.
- Shipping Cost: The customer is responsible for the cost of shipping the product back to us and the cost of shipping the new product.
- Processing: Once we receive and inspect the returned product, we will process the exchange and ship the new item. The timeframe for shipping the new product is up to 3 business days after confirming the arrival of the return.
7. Refunds
We will process the refund once the returned product arrives at our center and is approved upon inspection (which may take up to 5 business days after receipt).
- Refund Method: The amount will be credited using the same payment method used for the original purchase.
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Time for the Amount to Appear:
- Credit Card: The reversal may take 1 to 2 billing cycles to appear on your statement, depending on the card issuer.
- PayPal / Digital Wallets: The refund is generally processed within 3 business days.
- Gift Cards: The amount will be credited to a new gift card or store credit.
8. Non-Refundable Items and Exceptions
The following items are not eligible for return or exchange:
- Final sale items or products purchased during "Black Friday" events explicitly marked as such.
- Personalized or custom-made products.
- Products that are not in their original condition, are damaged, or have missing parts (for reasons not attributable to us).
9. Policy Updates
We may update this Return and Refund Policy periodically to reflect changes in our practices or for legal reasons. The most recent version will always be available on our site.
10. Contact Us
If you have any questions about our return and refund policy, please contact us:
OrthoWalkShoes
Email: contato@mentoriaalemdasfronteiras.com
Address: enderecodallc 123, MAF, Mentoria - 88222