1. Who this policy covers
This policy applies to consumer purchases from TECTONIC SHOE SHOP LTD. The current website prepares enquiries only; adding a pair to a bag or sending an enquiry does not itself create a paid order. Once a sale is agreed, we provide the order details and these terms in a format you can keep. Mandatory consumer rights in your country are not restricted by this policy.
2. Cancelling a standard online purchase
For standard, non-personalised goods, tell us you wish to cancel within 14 days after the day you receive your order. If one order is delivered in separate parts, the period normally runs from the day after the last item is received. You do not need to give a reason. You may also tell us to cancel before dispatch. Send the goods back within 14 days after telling us.
Email tectonic.olga@outlook.com, write to our registered office or make another clear statement of cancellation. Include your name and enough information to identify the purchase. You may use our optional cancellation form, but it is not compulsory and cancellation does not depend on receiving an authorisation number.
3. Trying on your pair
You may inspect and try on the shoes as you would in a shop. Use a clean indoor surface to avoid unnecessary sole wear. Please return any accessories and, where reasonably possible, the original box inside protective outer packaging. Missing original packaging does not automatically remove your cancellation rights. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to inspect the goods; we will explain any deduction. There is no cancellation or restocking fee.
4. Return address and postage
Contact us for the correct return address or suitable label before dispatching a parcel. The registered office is a correspondence address and should not be assumed to be a warehouse. Asking for return instructions does not extend or remove your right to cancel. Retain proof of posting and use a service appropriate to the value of the goods.
Unless your confirmed order offers a free return, you pay the direct cost of a change-of-mind return; this will be stated before you buy. We cover reasonable necessary return costs when the goods are faulty, damaged on arrival or incorrect. Contact us so we can arrange a suitable method; a photo can help assess the issue but is not a condition of exercising your legal rights.
5. When and how refunds are made
For an eligible cancellation, we refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence you have sent them back, whichever occurs first. If goods have not been supplied, the relevant refund deadline runs from notice of cancellation. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.
For cancellation of an entire order, we also refund any standard outbound delivery charge. An upgrade above the least expensive standard delivery option need not be refunded. If you return only part of a multi-item order, we explain any effect on the original delivery charge. Statutory remedies for faulty goods are considered separately.
6. Faulty, incorrect or misdescribed goods
Goods must be of satisfactory quality, fit for their agreed purpose and match their description. Under UK consumer law, you generally have a short-term right to reject non-conforming goods within 30 days, with applicable rules on when that period starts or pauses. After that, repair or replacement may be the appropriate first remedy, followed where applicable by a price reduction or final rejection. Necessary remedy costs are ours. Ordinary wear, accidental damage and improper care do not themselves establish an original defect. Contact us promptly; the 14-day change-of-mind period does not limit these rights.
7. Exchanges and sale items
Ask us if you would like a different size or colour. An exchange depends on availability and agreement; you can use your applicable cancellation or faulty-goods rights instead. Discounted goods have the same statutory rights as full-price goods. Selecting a standard size or colour does not by itself make a pair personalised. If a genuinely bespoke exception is relevant, it will be explained before you agree the order.
8. International returns
Request the return instructions and customs documentation before sending the parcel. Duties or taxes you paid directly to a customs authority may need a separate reclaim with that authority or carrier; we can supply available order information. If we collected import charges, we explain their treatment in the quote and process refunds in accordance with applicable law. We do not deduct a generic “tax reserve” from a legally due refund.
Questions: tectonic.olga@outlook.com · +44 7846 866 834.