Our Commitment to Quality
At Rifton Shoe Repair, we stand behind the quality of our workmanship. We are committed to providing professional shoe repair services that meet your expectations and restore your footwear to excellent condition.
Service Satisfaction Policy
We want you to be completely satisfied with our repair services. If you are not satisfied with the quality of our work, please contact us within 14 days of picking up your repaired items to discuss your concerns.
What We Cover
- Defects in workmanship performed by our technicians
- Failure of repairs due to improper technique or materials
- Services that do not match the agreed-upon specifications
- Repairs that fail under normal use within 30 days
What Is Not Covered
- Normal wear and tear after repair completion
- Damage caused by misuse or abuse
- Pre-existing conditions not addressed in the original repair
- Color variations due to age or previous treatments
- Repairs that were completed according to customer's specific unusual requests
Refund Process
Eligibility for Refunds
Refunds may be considered in the following circumstances:
- Significant defects in workmanship that cannot be corrected
- Complete failure of the repair within 30 days under normal use
- Services not performed as agreed upon
- Items damaged during the repair process due to our negligence
Refund Timeline
- Issues must be reported within 14 days of item pickup
- Items must be returned for inspection within 7 days of reporting
- Refund decisions will be made within 5 business days of inspection
- Approved refunds will be processed within 7-10 business days
Resolution Options
When issues arise, we offer several resolution options:
Re-repair at No Charge
In most cases, we prefer to correct any issues by re-performing the service at no additional cost. This is often the quickest solution.
Partial Refund
If the repair partially meets expectations but has minor issues that cannot be corrected, we may offer a partial refund.
Full Refund
Full refunds are provided when:
- The repair cannot be completed as promised
- Significant damage occurs during the repair process
- The repair fails completely within the covered period
Pre-Service Conditions
Assessment and Estimates
Before beginning work, we provide honest assessments of:
- The feasibility of the requested repair
- Potential limitations or risks
- Expected outcomes and appearance
- Approximate costs and timeline
Customer Acknowledgment
By proceeding with repairs, customers acknowledge:
- They understand the condition of their items
- They accept any limitations discussed during assessment
- Perfect restoration may not always be possible
- Some cosmetic imperfections may persist
Specific Service Policies
Leather Conditioning and Restoration
- Color matching cannot be guaranteed due to age and wear
- Some stains or damage may be permanent
- Conditioning may darken some leathers temporarily
Stretching Services
- Stretching results vary by shoe construction and materials
- Some shoes have limited stretch capacity
- Over-stretching may cause damage and is not covered
Heel and Sole Replacement
- Exact color and texture matching may not be possible
- Some wear patterns may affect replacement alignment
- Breaking-in period may be required for new soles
Mail-In Service Refunds
For mail-in repairs:
- Items must be returned to us for assessment
- Return shipping costs are covered by us for warranty issues
- Original shipping costs are non-refundable
- We are not responsible for items lost during customer shipment
Processing Refunds
Refund Methods
- Credit card refunds: Processed to original payment method
- Cash payments: Refunded in cash or check
- Check payments: Refunded by business check
Refund Timeline
- Credit cards: 3-5 business days to appear on statement
- Cash refunds: Available immediately upon approval
- Check refunds: Mailed within 7 business days
Dispute Resolution
If you are not satisfied with our resolution of your concern:
- Contact our manager for a second review
- We encourage open communication to find solutions
- We may seek third-party mediation for complex issues
- Legal disputes are subject to New Hampshire jurisdiction
Contact Us
To report issues or request refunds, please contact us:
Business Hours: Monday-Friday 8:00 AM - 6:00 PM, Saturday 9:00 AM - 4:00 PM