SHIPPING & REFUND POLICY
I. SHIPPING
Shipping is entirely free for prepaid purchases of items through the website. A charge of Rs.50 is applicable for cash-on-delivery (COD) orders.
In the rare case, due to technical issue at bank/payment partner if the amount has been deducted from your account however your order status continues to show as pending payment or payment failed, please do not worry. Your money is safe. Simply write to us on support@wearetto.com or WhatsApp us at (Click to chat) +91-9309192340 and we will look into it on priority.
Orders once packed or shipped CANNOT be cancelled/modified.
To ensure that your order reaches you in the fastest time and in good condition, we only ship through reputed courier agencies.
Under normal circumstances, we deliver products within 5 business days of the order being confirmed. If you’re in a Non-Metro, all products usually reach you within a time span of 5 to 10 days, and for very remote locations, though extremely rare, the time for deliveries may exceed 10 days.
Note: These timelines do not apply for custom orders, special orders or pre-order bookings. The timelines for each of these will be different and individually mentioned in the product description.
All items are shipped within 5-10 working days of receiving the order. In the unlikely event that we are not able to ship your complete order within 7 days of the order, we shall cancel the unshipped part of the order. In such a case, your payment for the unshipped items in your order shall be refunded, in the manner you have made the payment. The refund will be done as soon as possible and we, at Aretto, are committed to it.
II. MODIFYING SHIPPING ADDRESS AFTER PLACING ORDER
The shipping address for an order cannot be modified before the order gets processed and dispatched.
Send us an email on support@wearetto.com and we will do our best to accommodate your request.
III. CANCELLED ORDERS AND REFUNDS
Once an order is shipped, the cancel option will not be available on
the website. In the case of prepaid orders for which payment has been made via credit/debit card, net banking or My Wallet on the website, the customer will receive the complete refund in the source account within 7 to 10 days of order cancellation.
IV. WARRANTY
Warranty Policy Term & Duration:
● The warranty policy is effective for a period of
one year from the date of purchase from Aretto’s website, authorised
online sellers, authorised offline stores in India.
● The warranty policy and its claims are at the
sole discretion of the company and its authorised employees.
What is covered?
● Pasting Defects: In case the pasting of the sole i.e. attachment of the sole with the upper fabric of the shoes opens up, comes off or gets detached, the shoes
qualify for a warranty claim.
● Stitching Defects: If the stitching points of the shoe near the mouth of the shoe
opens up/ gets detached/breaks off the shoe, then the shoes qualify for a warranty claim.
What is not covered?
● Any shoe that exhibits damage due misuse, damage due to neglect, improper care/washing or accidents will not qualify for a repair or replacement under the warranty policy.
● Any shoe that may have been damaged due to wear and tear, including but not limited to fading, scuffing, and worn-out soles or insoles will not be replaced under the warranty policy.
● Loss of one shoe/ loss of pairs, insole, upper, sole, etc are not covered under the warranty policy.
Warranty Policy Applications:
● If a shoe qualifies for a replacement under our warranty policy, it can be replaced with the same size and style purchased by the customer in the first place. The company and its employees are unable to accommodate any size or style changes as a part of the warranty policy and its application process.
● The warranty policy and its claims are the sole discretion of the company and its authorised employees. A claim once denied cannot be raised again for similar or different reasons during/after the term of the warranty period.
● The warranty policy is effective for a period of one year from the date of purchase. The warranty policy shall be calculated from the date of the original purchase with appropriate proof of purchase such as invoice or registered phone number of the customer at the time of invoicing. Warranty claim is applicable only once on the original order/invoice.
● No refunds or store credit would be given under any circumstances.
● In case of discontinued styles/ non availability, articles, shoes the replacement of the shoe under the warranty policy or claim will be the sole discretion of the company and its employees.
Warranty Claim Process:
A) Offline Purchase: If you have purchased a pair of Aretto shoes from one of our physical stores or
kiosks:
● You can visit the store or kiosk along with the shoes and proof of purchase i.e. the link to the bill or the registered contact number used to place the order.
● Our store team will inspect the shoes and determine if the claim qualifies for a replacement as per our above-mentioned warranty policy.
● Store timings to visit the store for a claim or inspection request are Monday to Friday from 11:30 AM to 8:00 PM.
● If the claim qualifies under our policy, you will be eligible for a replacement pair of the same size and style, If the size/style is unavailable, the store will arrange for the shoes to be delivered to the store and connect with you as soon as it is available, so you can pick them up.
● The store team reserves the right to qualify or dis-qualify any claim for warranty after physical verification of the shoes.
● For additional details you can contact our customer care team.
B) Online Purchase: If you have purchased a pair of Aretto shoes from our website or through a marketplace:
● You can raise a claim by connecting with our team on our registered number (+919309192340) over call or WhatsApp or through
our email (support@wearetto.com).
● You will need to provide the proof of purchase (Website Order ID, Invoice/ Bill, Registered Contact Number) along with the images of the shoes and the issue you are facing. Depending on the mode of
purchase, you may need to share your address and contact details.
● Our team shall review the details and get back to you in 2-4 working days.
● If the claim qualifies under our warranty policy, you will be eligible for a replacement pair of the same size and style once the current pair is picked up from your address and physically verified at
our warehouse, following this the new pair will be dispatched to you.
● If the claim is dis-qualified, you shall receive confirmation on the claim by our team in 2-4 working days.
● The backend team reserves the right to qualify or dis-qualify any claim after verification of all the details.
● For additional details you can contact our customer care team.
V. EXCHANGE / RETURN POLICY
Uh oh! Got the wrong-sized Aretto for your kid? Or was the style just not right for your kid? Don’t worry about it. We’ll walk you through our Exchange Policy -
Size-based Exchange: The exchange of Aretto shoes due to an incorrect size can be requested within 10 days of receiving your order. (For instance, if you received your order on the 1st, you can request an exchange till the 10th.)
Style-based Exchange: An exchange for a different style of Aretto shoe can only be initiated if the desired style is unavailable in the required size. This request can be only within 10 days of receiving your order. In case of a price discrepancy in your selected styles, a balance payment by the customer or a refund from Aretto will be required to process the exchange.
For either of these exchange requests, please bear in mind that
- Exchanges are only valid once.
- Customers are required to keep the pick-up ready, including the original packaging (Aretto shoes, the shoe box, foot scale, shoe tag, and butter paper).
- On not receiving any of the mentioned items, we would kindly request you to please help us with a video confirmation for an exchange or a return.
- The requested exchange will be dispatched once Aretto receives a Quality Check and confirmation from the logistics team about the product pick-up and condition.
Do you need to return your Aretto shoes? That’s okay! The return and refund on your Aretto shoes can be requested within 10 days of receiving your order. (For instance, if you received your order on the 1st, you can request an exchange till the 10th.)
You only need to keep the original Aretto packaging (Aretto shoes, foot scale, shoe tag, and butter paper) ready for pick-up! Once we receive a Quality Check and confirmation from the warehouse team about the product condition, your refund will be initiated and will be credited within 7 working days.
These steps will be part of the returning/exchanging of items:
Pick-up: In most locations, we offer a free pick-up service.
Refund: Once the item has been received at our warehouse and has passed a quality check, the refund will be initiated. The refund will be done to the customer’s bank account in which case he/she should select the account to which refund should be made. In case of COD orders being returned, the same should be done by providing details of one’s bank account.
Exchanges / Returns are not applicable for international orders.
VI. UNDELIVERABLE ORDERS
An order may be undeliverable if:
• The package is damaged in transit.
• Delivery is refused by the recipient.
• The address given is incorrect.
• There is no recipient to accept the order.
Our courier partners will not be responsible for retrieval and delivery of undelivered orders.
All undeliverable orders will be returned to the source and a full refund will be processed if the payment has already been made online. If a customer wishes to re-purchase the item, he/she may re-order it through the website.
VII. TERMS & CONDITIONS
1. All items that are being returned or exchanged must be unused and in their original condition with all tags and packaging intact.
2. Under the exchange policy, only size exchanges are allowed. Aretto takes utmost care to portray colours correctly on the website. Hence colour exchanges are not allowed.
3. All exchanges are subject to stock availability and to the customer’s address being serviceable for an exchange.
4. If a returned/exchanged item does not pass the quality check, it will be shipped back to the customer.
5. If a COD order is returned, the COD charges of the order will not be refunded.
6. If a prepaid order is lost or undelivered to the preferred location, the customer will either be sent the order again or receive a complete refund of the order amount*.
7. In case of exchanges, the customer has to ensure that the original item gets picked up from the same address which has been selected for the delivery of the new item.
8. If a customer wishes to exchange the original item for a different item altogether, the original item will have to be returned to obtain a refund and the new item will have to be purchased separately.
9. In case any purchased item comes with a free gift and if a customer wishes to return the main item, the free product will have to be returned as well.
10. Aretto will not be liable for any items returned by mistake. In circumstances where an additional or a different item is returned by mistake. Aretto will not be accountable for misplacement or replacement of the item, and is not responsible for its delivery back to the customer.
11. For items brought during sale/discount being returned, the refund amount would reflect the value of the item after applying all offers, and not the original value of the item.
12. Exchanges are applicable only once. On behalf of Aretto, it is made sure that any exchange that takes place, does happen after complete verification. Any order that has been exchanged once, cannot be exchanged another time.
13. The brand holds the right to refuse delivery for certain pairs in orders that have more than 2 pairs of shoes. A refund equivalent to the amount for the respective pairs will be processed.
*Order amount/value is calculated after applying discounts/GST or any other applicable charges.