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EXCHANGE AND REFUND POLICY

ONCEWILD always strive to provide customers with products of a high quality and standard. If an ordered item falls short of your expectations, you receive a different style or colour to what you ordered or require an exchange or refund. You within 30 days from the date of your purchase to contact us to remedy the matter.

Please contact our customer service team via the 'Contact Us' form. Where possible, please provide the following information when contacting us:

- Order number

- Where the item was purchased

- Nature of your enquiry e.g.: Exchange etc

- Style number or name of product

A customer service representative will be in touch with next steps for a resolution and to provide the contact details for our returns centre.

Please note, our policy is that exchanges or returns from Online customer orders are processed the same way they were purchased eg: Online exchanges or returns are posted back to our warehouse or returns centre. We do not conduct in person exchanges or refunds at our warehouse or returns centre.

We do NOT provide exchanges or returns on behalf of partnered retailers for online purchases. Partnered retailers should be contacted direct as they have your record of sale logged under their business system.

We do NOT offer 'free postage' for any product returned for exchanges or refunds. This is solely the responsibility of the customer and we are under no binding obligation to provide compensation for postage.

ONCEWILD™ Exchange and Refund requirements for website purchases.

Exchange

If you wish to make an exchange of your recent purchase you have within 30 days from the date of your purchase to do so.

In order for an exchange, you must provide ‘Proof of purchase’ (receipt of your purchase/or provide your transaction number) and all items should be returned in the following condition:

  • Brand new
  • Unworn
  • Free of scuff marks
  • Free from holes
  • Free from creasing
  • Free from stains (including grass stains)
  • Stitching not damaged
  • Colouration of product is as new
  • Boot soles clean with no marks
  • There has been no alteration to the product
  • The product has not been worn extensively/misused or under extreme conditions
  • All packaging and label tags must also be returned with the product.

Please note that if an item is to be returned, it is the customers responsibility to return the items via a pre paid tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit. By using a pre paid tracked system, it will ensure the customer is covered until the goods reach our warehouse or returns centre.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution.

Refund

If you wish to obtain a refund of your recent purchase you have within 30 days from the date of your purchase to do so.

In order for a refund, you must provide ‘Proof of purchase’ (receipt of your purchase/or provide your transaction number) and all items should be returned in the following condition:

  • Brand new
  • Unworn
  • Free of scuff marks
  • Free from holes
  • Free from creasing
  • Free from stains (including grass stains)
  • Stitching not damaged
  • Colouration of product is as new
  • Boots/Shoes/Moccassins soles clean with no marks
  • There has been no alteration to the product
  • The product has not been worn extensively/misused or under extreme conditions
  • All packaging and label tags must also be returned with the product.

Please note that if an item is to be returned, it is the customers responsibility to return the items via a pre paid tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit, by using a pre paid tracked system, it will ensure the customer is covered until the goods reach our warehouse or returns centre.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution.

If a refund is processed it will be in the following way:

Credit Card transaction - Your refund amount will be credited to the same account in which you used to make your initial purchase

Part Credit Card/Part Voucher transaction - The amount paid via Credit Card will be credited to the account in which you made your initial transaction and a new voucher will be reissued for the remaining balance.

Please note: We do not refund the postage only the product items when issuing a refund. 

ONCEWILD™ Faulty Items - Exchange & Refund Policy

If you have recently purchased a product and wish to enquire about an exchange or refund due to the item being considered faulty. Please complete the 'contact us' form and include the following information:

- Proof of Purchase (Receipt or bank statement showing the purchase/transaction)

- Photos of the product (If footwear - Including the soles of the shoes/boots, front, back and side)

- Provide a brief explanation, including the product style, size and colour

All products are reviewed with consideration to the following:

 - How much time has passed since the product was purchased
 - How a consumer is likely to have used the product
- The length of time for which it is reasonable for the product to be used
- The amount of use it could reasonably be expected to tolerate before the failure becomes noticeable. 

Please note: We have a very experienced/thorough quality control system in place and will be able to quickly identify if a claim is warrantable or not, so you may rest assured that you will be provided with professional customer service. (In accordance with Australian consumer law)

If the item is deemed to have a genuine fault, we will assist with providing the appropriate information to manage next steps for a resolution and provide details for our returns centre and process.

The following are NOT considered manufacturing faults and will be deemed as an unwarrantable claim:

  • Creasing through wear that may occur and show on boots during the first few wears, this is a beautiful characteristic of the boots as they are non leather. This occurrence is not considered a manufacturing flaw.
  • Slight dye transfer may occur with darker coloured boots during the first few wears. This occurrence is not considered a manufacturing flaw.
  • Lighter coloured boots may pickup inks from clothing with which it comes into contact. This occurrence is not considered a manufacturing flaw.
  • Development in design, fit and styling of products resulting in range evolution over time is not a warrantable claim and is not considered a manufacturing flaw.
  • Alterations made to boots after purchase and wearing are not considered a manufacturing flaw. Eg: Dyeing to change colour or sewing patches on boots, repairs by shoe repairers, cleaning gone wrong etc 
  • Friction holes from wearing boots that are not the correct size and toes rubbing on the same spot or general wear and tear of boots over a duration of time is not a warrantable claim and is not considered a manufacturing flaw.
  • Boots that have been worn extensively during outdoor pursuits and have been damaged by campfire burns, torn from bushwalking or waterlogged by wet weather or snow conditions is not a warrantable claim and is not considered a manufacturing flaw.
  • Boots that have been chewed by pets is not a warrantable claim and is not considered a manufacturing flaw.

Please note:  We currently do not offer a 'shoe repair service' for 'wear and tear' but are happy to provide suggestions for customers to consider at their own discretion.

Partnered Retailer/ Reseller - Exchange & Refund Policy

If you have recently purchased via a partnered retailer/reseller and wish to enquire about an exchange or refund. Please make initial contact with the retailer who you purchased from, as your financial purchase/transaction has been made direct with them under their trading terms and conditions. (Including their warranties). 

Please note: We do NOT offer any additional warranty to items sold via a partnered retailer/reseller (unless specified) as items are usually sold at a discounted rate or at times can be clearance items or discontinued. If you would like further advice please discuss directly with the partnered retailers customer service team.

Partner Retailer/Reseller - Faulty Items - Exchange & Refund Policy

If you have recently purchased via a partnered retailer/reseller and wish to enquire about an exchange or refund due to the item being considered faulty. 

Please make initial contact with the retailer who you purchased from as your financial purchase/transaction has been made direct with them under their trading terms and conditions. (Including their warranties). 

Please note: We do NOT offer an additional warranty to items sold via a partnered retailer (unless specified) as items are usually sold at a discounted rate or at times can be clearance items or discontinued. If you would like further advice please discuss directly with the partnered retailers customer service team.

When contacting the partnered retailer, you may be required to provide your order number or login to their system to organise the exchange or refund. The retailer will then contact our manufacturing department on your behalf for it to be reviewed or a resolution provided if required.

If the item is deemed to have a genuine fault, the partnered retailer will assist with providing the appropriate information to manage next steps for a resolution.

Gift items - Exchange & Refund Policy

The best course of action to take prior to contacting us, is to make contact with the person who gave you the gift and ask them for a receipt, online order number or bank statement showing the location of the purchase, date and amount. On receipt of this information, will we then be able to look at the matter and provide advice, information or next steps for a resolution. We require 'Proof of Purchase' and are under no obligation to provide a remedy without it being provided to us to assist with our review of the enquiry. Please note: Gift items are not necessarily covered under the Exchange and Refund Policy, as it depends on the terms of sale under which the gift item was purchased and if it was direct with the online store or via a partnered retailer. 'Proof of Purchase' is a requirement for any claims for gifted items.