Returns & Refund Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it or refund you subject to the terms below. This policy applies to products bought from My Rio Shoes Online Store.

Unwanted Products

In general, you can return an unwanted product to us at no charge, provided:

it is undamaged and unused, with the original labels and stickers still attached;

it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).

it is not missing any accessories or parts;

it is not listed in section 2 – Products not eligible for return; and

You can return within 30 days (or 7 days for products marked “Clearance”) of delivery to you or collection by you of the unwanted product. After 30 days (or 7 days for products marked “Clearance”), you can only return a product if it is defective within 40 days from delivery to or collection by you.

The product can be couriered to us (courier costs are for your own account) or delivered to our physical store in Access Park, Kenilworth, Cape Town.

Once we have inspected the product and validated your return, we will refund you within 8 days of the return. Please bear in mind that refunds can take 5 – 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

Want to exchange?

Fashion and footwear products can be exchanged for a different size provided that such variation is available, and is available at the same price as the product originally purchased. In such a case, you will need to courier the product to us or deliver it to our physical retail store. If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return. We reserve the right to inspect the product to validate your return.

Not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference).

Products damaged on delivery

Should a product be damaged at the time of delivery/collection, please notify us of such delivery. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair/replacement is possible) or issue you a refund.

Defective products

We do our best to ensure that the products we deliver to you are of high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section 4:

faults resulting from normal wear and tear;

damage arising from negligence, user abuse or incorrect usage of the product;

damage arising from electrical surges or sea air corrosion;

damage arising from a failure to adequately care for the product;

damage arising from unauthorised alterations to the product; and

where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

All returns and refunds are to be communicated directly with My Rio Shoes and will be handled by the discretion of the owner.