- Manufacturing fault, damage on arrival, or the wrong pair in the box
- Reported within 7 days of delivery, with photos
- You say at the start whether you want a replacement or a refund
- Approved claims: Shiprocket collects free, nothing before approval
- No change-of-mind returns, no size exchanges
- Shipping inside India is free, on every order
- Dispatched from Gujarat, India
- Usually 2–5 days once it leaves us
- Courier and tracking number by WhatsApp and email when the parcel is scanned
- The crossed-out figure is the MRP printed on the box, never an invented “was” price
- Cards, UPI and netbanking through Razorpay
- Cash on delivery carries a ₹50 cash-handling fee
- Refunds go back to the original payment method in 5–7 working days
- The clock starts when the returned pair reaches us
So what actually counts as a defect?
Three things come back, and we would rather describe them the way you would describe them on the phone than leave you working out whether your problem is one of them.
- Something wrong with how it was made
- The sole parting from the upper, a strap pulling away at its joint, a flaw moulded into the footbed. These show up after wearing, not in the box, so a worn pair is still covered, the test is whether the fault is in how the pair was made rather than in what has happened to it since.
- Damage that arrived with the parcel
- A cut, a tear or a squashed sole you find when you open the box. Photograph the carton as well if it looks like it took the hit, that is usually what settles whether the damage happened at the factory or on the road.
- The wrong pair in the box
- A different style, colour or size from the one on your order. Check the box label against your order email before you wear them: an unworn pair is straightforward for us to swap, a worn one is not.
- Change of mind
- We do not take a pair back because you decided against it once it arrived.
- Size and fit
- No size exchanges, and no returns because the fit is not what you pictured. Every product page carries an EU / IND-UK / US / cm converter and the fit quiz asks what you stand on all day, and if you are between two sizes, message us before you order rather than after.
- Heat damage
- Keep them out of direct sun and away from heat. CloudFoam™ can shrink or warp if it is left on a hot surface, in a parked car or near a heater, or washed in hot water. Rinse in cool water and dry in the shade. Heat damage is not covered by returns.
- Damage you caused after delivery
- A cut, a burn, a pair the dog found. We cannot tell that from a manufacturing fault once enough has happened to the pair, which is why the window is short, not because wearing them voids anything.
- Anything reported after 7 days
- The window runs from the day the parcel is delivered, not the day you open it. 7 days is short, so the honest thing is to try the pair on the day it lands.
Four steps, and who does what
The one thing worth knowing before you start: the choice between a replacement and a refund is yours, and you make it at step one. We don't decide it for you at step four.
- 01You report it, with photos
Within 7 days of delivery, from the form on this page or by email. Tell us at this point whether you would rather have a replacement or a refund, you choose, we don't.
- 02We look at the photos
We respond within 72 hours. If what we can see doesn't settle it we will ask for another angle rather than refuse on a bad photograph.
- 03Only if the claim is approved, the courier collects
Free, from your address, with the pair in its original packaging. Nothing is picked up before approval, so please don't post anything back on your own, because a parcel that arrives without an approved claim cannot be accepted or refunded.
- 04You get the outcome you asked for
A replacement is dispatched as soon as the pickup is scanned. A refund is issued once the returned pair reaches us and the fault is confirmed, and lands back on your original payment method inside 5–7 working days.
Photos are reviewed within 72 hours. Refunds reach your original payment method within 5–7 working days of the pair getting back to us.
Heat is the one thing that will ruin them
Keep them out of direct sun and away from heat. CloudFoam™ can shrink or warp if it is left on a hot surface, in a parked car or near a heater, or washed in hot water. Rinse in cool water and dry in the shade. Heat damage is not covered by returns.
We chose this foam knowing that, and we would choose it again. The softness is the point, and a foam soft enough to give way under a heel at hour nine is a foam that also gives way on a dashboard in May. So the limit is printed on every product page, in the order email and on the card in the box, ahead of the sale, not inside a warranty clause after it.
Which is also why heat damage is not covered: it is a property of the material we picked, not a fault in the pair we sent you. A genuine manufacturing fault inside 7 days is a different thing entirely, and that one is ours. What the foam can and can't do
- Rinse cold or lukewarm, never hot
- Dry them indoors, out of direct light
- Store away from windows, dashboards and heaters
- Mild soap for marks; no machine, no dryer
They are quick-drying and 100% waterproof, so a shaded corner gets you the same dry pair a terrace does, without the risk of losing it.