Refund policy

Thank you for choosing The Sneaker Shack for your footwear care needs. We are committed to providing exceptional service within . Please read the following terms and conditions carefully before using our services. By utilising our shoe, bag, and cap cleaning, restoration, and repair services, you agree to comply with and be bound by the terms outlined below. If you do not agree with any part of these terms, please inform us promptly and discontinue the use of our services.

General Provisions:

1. Suede and Nubuck Charges: An additional charge of R30 applies for the cleaning of suede and nubuck materials due to the specialized cleaning process required.

2. Service Limitations: The Sneaker Shack reserves the right to refuse cleaning, restoration, or repair services for any shoes, bags, or caps at our discretion.

3. Stain Removal: While we strive to achieve optimal results, we cannot guarantee the removal of all stains, including but not limited to wine, coffee, blood, oil, grease, paint stains, material/dye bleeding, gum, tar, or other items stuck to the soles.

4. Pre-existing Damage: We do not accept responsibility for pre-existing damage or defects in items brought in for cleaning, restoration, or repair.

5. Personal Items: The Sneaker Shack is not liable for any loss of or damage to personal or non-cleanable items left with us. Customers agree not to leave any items other than shoes, bags, or caps for cleaning, restoration, or repair.

6. Unclaimed Items: Items left unclaimed for more than 14 days without prior arrangement will be subject to a storage fee of R100 per week. After an additional grace period, unclaimed items will be donated to charity as part of our "Project Run" initiative.

Damage Policy:

1. Quality Assurance: We make every effort to provide high-quality cleaning services. However, we do not accept liability for damage resulting from the normal cleaning process of items without care instructions provided by the customer. 

2. Material Bleeding: The Sneaker Shack is not responsible for material bleeding, such as suede or leather dye, or any other changes that may occur as a result of the cleaning or restoration process. We will take precautions to mitigate such issues whenever possible.

3. Lost or Damaged Items: Claims for lost or damaged items must be made within 3 days of customer collection, pick-up, or delivery. Any reimbursement for lost or damaged items shall not exceed the lower amount of the following:

1. Three times our charge for the shoe cleaning or sole restoration service, up to a maximum of R600.

2. Replacement value of the item(s) based on original receipt and proof of payment: 75% if purchased within 30 days, 50% between 31-365 days, and 25% after 1 year of purchase.

3. Lost or damaged items become the property of The Sneaker Shack upon reimbursement.

Discretionary Refunds: The Sneaker Shack is not obligated to refund any amounts paid by the customer for lost or damaged items, but may choose to do so at its sole discretion.

Loyalty Points Redemption: 

1. Loyalty points can be redeemed exclusively for cleaning services, including:

1. Sneaker Cleansing

2. Cap Cleansing

3. Bag Cleansing

2. Minimum Redemption Threshold: Customers must accumulate a minimum of 1,000 loyalty points, equivalent to R100 in loyalty rewards, before redeeming their points.

3. Exclusions & Limitations:

1. Loyalty points cannot be redeemed in conjunction with any promotional codes, discounts, or other offers. Loyalty points cannot be used for online orders or delivery services. Redemption is available in-store only.

2. Loyalty points are non-transferable, cannot be exchanged for cash, and are only applicable to the registered customer’s account.

4. General Terms: The company reserves the right to modify, suspend, or terminate the loyalty program and its terms at any time without prior notice. Misuse or fraudulent activity related to the loyalty program may result in account suspension and forfeiture of accumulated points.

By using our services, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions. If you have any questions or concerns regarding these terms, please contact us on ask@thesneakershack.co.za.

Thank you for entrusting The Sneaker Shack with your footwear care needs.

Sincerely,

The Sneaker Shack