Refund policy
Return & Refund Policy
If something is not right, we want to fix it. Please read the steps below before sending anything back.
Return window
You have 45 days from the date your order is delivered to request a return. This is the same 45-day wear test we advertise: wear them, walk in them, and if they are not right for your feet, send them back. If your order arrived in more than one shipment, the 45 days start from the date the last item was delivered.
Once your return request is approved, you have 14 days to ship the item back to us.
How to start a return
Email support@cushic.com with your order number and the item you would like to return. We will reply within 1–2 business days with return instructions and the correct return address.
Please do not send your return to the address printed on the package you received. That is the sender's address, not our returns address, and packages sent there cannot be processed or refunded. Always use the address we send you.
We can only process returns that have been requested and approved in advance. Items sent back without an approved return cannot be refunded.
Condition of returned items
Footwear may be tried on, but only indoors. To be eligible for a refund, items must be:
- Tried on indoors only, on a clean carpeted surface
- Free of outdoor wear — no dirt, gravel, scuffs or creasing on the outsole
- Free of odour, pet hair and stains
- Returned in their original box, undamaged, with any inserts and tags included
Please do not use the shoe box itself as the shipping box. Place it inside an outer package.
We inspect every returned item. If an item arrives worn outdoors, altered, damaged or outside the return window, we will contact you and arrange to send it back to you.
Items that cannot be returned
For hygiene reasons, the following cannot be returned or refunded once opened or worn:
- Insoles
- Socks
- Any item marked Final Sale on its product page
Return shipping cost
Return shipping is paid by the customer, except when the item is faulty, damaged in transit, or we sent the wrong item. In those cases we cover the cost.
We do not charge a restocking fee. The only cost you may bear on a return is the postage to send the item back, and only in the cases described above.
Buy 1 Get 1 and multi-pair orders
If you bought a bundle or a Buy 1 Get 1 offer, the discount applies to the order as a whole. If you return part of a bundle and the remaining items no longer qualify for the offer, we refund the amount you actually paid for the returned item after the discount has been recalculated. Returning the full bundle is always refunded in full.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty, or is not what you ordered, email support@cushic.com within 14 days of delivery with your order number and photos of the item. We will arrange a replacement or a full refund, including any return shipping cost.
Please note that minor variations are not considered faults: small colour differences caused by screen settings, slight differences in knit texture, or normal variation in stitching.
Exchanges
We do not offer direct exchanges. If you would like a different size or colour, place a new order and return the original item for a refund. This is the fastest way to get the pair you want before it sells out.
Refunds
Once your return arrives at our facility and passes inspection, we process your refund within 5 business days. Refunds are issued to the original payment method only — we are not able to refund to a different card or account.
After we process the refund, your bank or card issuer may take a further 3–10 business days to post it to your account. That part is outside our control.
Cancelling an order
You can cancel your order for a full refund any time before it ships. Email us as soon as possible with your order number. Once an order has been dispatched it cannot be cancelled, but you can still return it under this policy.
Fair use
We monitor return activity to make sure this policy is used as intended. We reserve the right to limit or decline returns for accounts with an excessive number of returns.
Questions
Email support@cushic.com. We reply within 1–2 business days, Monday to Friday, 9am–6pm ET.