Refund policy

Return and Refund Policy

Last updated: September 28, 2026

This policy applies to purchases from Janet Shoes at www.janetshoes.com. Janet Shoes is operated by 成都简易特鞋业有限公司.

Standard products

You may request a return of a standard, non-customized product within 14 days after delivery. If an order arrives in separate parcels, the period begins when the last item is delivered.

To qualify for a change-of-mind return, the shoes must be unworn except for trying them on indoors, in their original condition, and returned with the original packaging and accessories. Please avoid marking the soles or damaging the shoe box.

Contact shoesjanet@gmail.com with your order number before sending anything back. We will provide return instructions and the appropriate return address. Do not send a parcel to our registered business address unless we specifically instruct you to do so.

Customized and made-to-order products

Shoes made to your individual specifications, such as a specially selected material, heel design, measurements, or customer logo, generally cannot be returned or cancelled for a change of mind once materials have been ordered or production has begun.

A standard catalog shoe does not become non-returnable solely because it was prepared after you ordered it. We will clearly identify any product treated as customized before confirming the order.

This section does not affect your rights if an item is defective, arrives damaged, differs materially from the approved specifications, or must be accepted for return under applicable law.

Damaged, defective, or incorrect items

Please contact us as soon as you discover a problem. Include your order number, a description of the issue, and clear photographs of the shoes, packaging, and shipping label where relevant. Please keep the item and packaging while we review the claim.

If we confirm that we sent the wrong item or that the product is defective or materially different from what was agreed, we will offer an appropriate remedy, which may include a replacement, repair, partial refund, or full refund. We will cover reasonable return shipping costs when a return is required because of our error, subject to applicable law.

How to request a return

Email shoesjanet@gmail.com or contact us on WhatsApp at +86 180 4880 6518 with:

Your order number and the item you wish to return
The reason for the request
Photographs if the item is damaged, defective, or incorrect

We will reply with the next steps and return address. After notifying us of a change-of-mind return, please send the item back within 14 days, unless we agree otherwise or applicable law provides a different period.

We recommend using a tracked shipping service and retaining the receipt. You remain responsible for a change-of-mind return until the parcel reaches us, except where applicable law provides otherwise.

Return shipping and original delivery charges

For an eligible change-of-mind return, you pay the return shipping cost. We do not charge a restocking fee.

The original delivery charge is refunded only where required by applicable law. Where such a refund is required, it may be limited to the cost of the least expensive standard delivery option offered for that order. Express delivery upgrades and import duties or taxes paid directly to a carrier or customs authority are generally not refundable by us.

If a return results from our error or a confirmed product defect, we will provide a remedy and cover reasonable return shipping costs as required by applicable law.

Refunds

We will inspect a returned item and let you know the outcome. An approved refund will be issued to the original payment method, unless you agree to another method. We will process it promptly and within any deadline required by applicable law. Your bank or payment provider may need additional time to show the funds in your account.

For a lawful withdrawal, we may wait until we receive the returned goods or you provide evidence that you sent them back, where applicable law permits. If an item has been handled beyond what is necessary to inspect it and has lost value, any lawful deduction will be explained to you before the refund is completed.

Exchanges

For a different size, color, or style, contact us before returning the original item. Exchange availability depends on stock and the product’s return eligibility. Any price difference and applicable shipping charge will be confirmed before the replacement is sent.

Cancellations before shipment

Contact us immediately if you want to cancel an order. A standard item can generally be cancelled before dispatch. For a genuinely customized order, cancellation may become unavailable after materials have been purchased or production has begun. If we cannot dispatch an order within the promised timeframe, we will contact you about the delay and your available cancellation and refund options.

Wholesale and business orders

Sample, wholesale, and bulk orders are subject to the return and acceptance terms stated in the accepted quotation, invoice, or written agreement. Those terms do not override rights that cannot legally be excluded.

Your statutory rights

Nothing in this policy limits any consumer rights or remedies that cannot be excluded under the law applicable to your purchase. Where this policy conflicts with a mandatory legal requirement, that requirement applies.