Refund Policy

Our Commitment to Quality

At Ortiz Boot & Shoe Repair, we stand behind the quality of our craftsmanship and are committed to your complete satisfaction. This Refund Policy outlines our approach to addressing concerns and ensuring you receive the quality service you expect.

Satisfaction Policy

We strive for 100% customer satisfaction with every repair. If you are not completely satisfied with our work, please contact us within 7 days of picking up your repaired footwear. We will work with you to address any concerns and find a satisfactory resolution.

Refund Eligibility

Refunds may be considered in the following circumstances:

• The repair work does not meet our stated quality standards
• The repair was not completed as agreed upon in the initial estimate
• There was a significant error in our repair process that cannot be corrected
• We are unable to complete the repair as originally promised

Non-Refundable Situations

Refunds are not available in the following situations:

• Normal wear and tear that occurs after repair completion
• Damage caused by misuse or neglect after pickup
• Dissatisfaction with the natural aging or color variations in leather
• Changes in personal preference after repair completion
• Repairs that were completed according to customer specifications
• Emergency same-day repairs (due to expedited processing)

Resolution Process

If you have concerns about your repair, we follow this resolution process:

Step 1: Contact Us

Contact us within 7 days of pickup to discuss your concerns. We prefer to address issues in person at our workshop, but phone and email consultations are also available.

Step 2: Assessment

We will examine the repair work and assess the situation. Our experienced craftspeople will determine if the work meets our quality standards and identify any issues.

Step 3: Resolution Options

Based on our assessment, we may offer one or more of the following solutions:

• Corrective repair work at no additional charge
• Partial refund if the issue cannot be fully resolved
• Full refund if we cannot meet our quality standards
• Alternative repair approach if technically feasible

Refund Processing

When a refund is approved, it will be processed using the original payment method within 5-7 business days. For cash payments, refunds will be provided in cash at our workshop location.

Warranty on Repairs

We provide a 30-day warranty on all repair work against defects in materials and workmanship. This warranty covers issues directly related to our repair work but does not cover normal wear, misuse, or damage from external factors.

Preventive Measures

To ensure your satisfaction and minimize the need for refunds, we:

• Provide detailed estimates before beginning work
• Communicate any changes or complications during the repair process
• Use only quality materials and proven techniques
• Conduct thorough quality inspections before completion
• Explain care instructions to help maintain your repaired footwear

Limitations

Our refund policy is limited to the cost of the repair service provided. We are not responsible for the replacement value of footwear or any consequential damages. All refunds are subject to our assessment and approval.

Customer Responsibilities

To be eligible for refund consideration, customers must:

• Report concerns within 7 days of pickup
• Return the footwear in the same condition as when picked up
• Provide clear explanation of the specific issues
• Allow us reasonable opportunity to assess and address concerns

Contact Information

If you have concerns about your repair or need to discuss a potential refund, please contact us: