Refund Policy

At Dr. Martens US (drmartenis.com), we want you to love your boots, shoes, or kids’ footwear as much as we do. This Refund Policy outlines clear rules for eligibility, the refund process, and special cases—ensuring a transparent, hassle-free experience if you need to return a product.

1. Refund Eligibility

To qualify for a refund, your return must meet all of the following criteria:
  • Timeframe: You must initiate the return request within 60 days of delivery (based on the shipping carrier’s delivery confirmation).
  • Product Condition: The item must be unused, unaltered, and in its original packaging—including all tags, labels, dust bags, and accessories (e.g., extra laces for boots). Products with signs of wear (e.g., scuffed soles, bent heels), damage, or missing parts are not eligible.
  • Authenticity: Only products purchased directly from drmartenis.com are eligible. Items bought from third-party retailers (e.g., department stores, resellers) must be returned to the original seller.

Exceptions

  • Custom/Personalized Items: These are non-refundable unless they arrive defective, damaged, or with manufacturing errors (e.g., incorrect embossing, faulty stitching).
  • Final Sale Items: Any product marked “Final Sale” on the Website cannot be returned or refunded—this is clearly noted on the product page before purchase.

2. Non-Eligible Returns

We cannot approve refunds for the following scenarios:
  • Returns initiated after the 60-day delivery window.
  • Products that have been worn, cleaned, modified, or damaged by the customer.
  • Lost or stolen packages: Claims for missing items must be filed with the shipping carrier (risk of loss passes to you upon delivery).
  • Returns without a valid Return Authorization (RA) number (see Section 3 for details).

3. Refund Request Process

Follow these steps to start a refund—no complicated forms, just clear actions:
  1. Request an RA Number: Email our customer service team at service@dagmedawer.com with:
    • Your full order number (found in your order confirmation email).
    • The product name/style (e.g., “Dr. Martens 1460 Black Leather Boots”).
    • Reason for return (e.g., “wrong size,” “changed mind”).
    • Photos (if the item is defective or damaged—this helps speed up approval).
  2. Receive RA Confirmation: We’ll review your request within 1–2 business days. If approved, we’ll send an email with your unique RA number and the return shipping address (197 Todd Lane, Smyrna, Tennessee 37167, United States).
  3. Ship the Item: Package the product securely (use the original box if possible), clearly write the RA number on the outer package, and ship it to the provided address. You’re responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective product)—we’ll cover those costs in such cases.
  4. Product Inspection: Once we receive your return, our team will inspect the item to confirm eligibility. We’ll email you within 2 business days to let you know if the refund is approved or denied.

4. Refund Processing

  • Timeline: Approved refunds are processed within 5–10 business days of passing inspection.
  • Refund Method: Funds are credited back to the original payment method used for the order (e.g., credit card, debit card, PayPal). This ensures security and aligns with payment provider rules.
  • Processing Delays: Your bank or payment provider may take an additional 1–3 business days to reflect the refund in your account—this is beyond our control. If you don’t see the refund after 10 business days, contact your payment provider first, then reach out to us if issues persist.
  • Promotional Discounts: If you used a discount (e.g., “10% off your first order”) on the original purchase, the discount amount will be deducted from the refund. For example, if you bought a $150 boot with a 10% discount (paid $135), the refund will be $135.

5. Special Cases

5.1 Defective or Damaged Items

If your product arrives with defects (e.g., loose stitching, broken zippers) or damage from shipping:
  • Contact us within 7 days of delivery (not 60 days) with photos of the issue and your order number.
  • We’ll cover all return shipping costs and send a pre-paid shipping label if needed.
  • You can choose between a full refund or a free replacement (if the item is in stock)—just let us know your preference in the email.

5.2 Cancelled Orders

If you cancel an order before it ships (confirmed by our team), we’ll issue a full refund within 5–10 business days. Once the order has shipped, you must follow the standard return process outlined in Section 3.

6. Check Refund Status

To track the progress of your refund:
  • Email service@dagmedawer.com with your order number and RA number.
  • Reference the “refund approval” email we sent—this includes a timeline for when you can expect the funds to appear.

7. Modifications to This Policy

We may update this Refund Policy to align with business changes (e.g., adjusting return timelines for seasonal items). Any updates will be posted on drmartenis.com, and your continued use of the Website means you accept the revised terms.