Refund policy
SPANO FOOTWEAR — REFUND & RETURNS POLICY
Last updated: 25 August 2026
STANDARD FOOTWEAR — CHANGE OF MIND
Spano Footwear may accept eligible change-of-mind returns within 14 days of purchase or delivery. To be eligible, footwear should generally be unworn, in saleable condition, with original packaging where possible, and must not have been damaged or altered. An $85 restocking fee may apply to change-of-mind returns. This fee does not apply to valid Australian Consumer Law remedies for faulty or defective goods. Due to the specialised nature of some products, change-of-mind requests may be assessed on a case-by-case basis.
INCORRECT SIZE SELECTED BY CUSTOMER
Customers should carefully check sizing before purchasing. Where a customer selects the wrong size and the product supplied matches the order, the matter will generally be treated as a change-of-mind return. If the footwear has been worn, we may be unable to accept a return. This does not affect rights available where the product is faulty.
WRONG PRODUCT OR SIZE SUPPLIED BY SPANO FOOTWEAR
If we supply an incorrect product or size due to our error, we will rectify the error at no cost to the customer.
FAULTY PRODUCTS
If a product is faulty, defective, damaged or does not comply with an applicable consumer guarantee, please contact us with proof of purchase, photographs and details of the issue. We will provide the remedy required by the Australian Consumer Law, which may include repair, replacement or refund depending on the circumstances.
CUSTOM-MADE FOOTWEAR AND ORTHOTICS — DEPOSITS AND CANCELLATIONS
A 50% deposit is required before commencing custom-made footwear, orthotics or individually manufactured products. The deposit confirms acceptance of the quoted specifications and allows manufacturing to commence. The remaining 50% balance is payable when the product is completed and ready for collection or delivery.
Because custom products are specifically manufactured or modified for an individual, a change of mind does not automatically entitle the customer to cancel or receive a refund. Nothing in these Terms removes or limits rights available under the Australian Consumer Law.
Customer-requested changes after manufacturing has commenced may result in additional costs. Where a remake or substantial modification is required due to a customer-requested change, a remake or modification fee may apply, taking into account materials used, labour, manufacturing time and other reasonable costs. No additional fee applies where a remake is required due to an error by Spano Footwear or a failure to meet an applicable consumer guarantee.
AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
Contact: info@spanoorthopedicfootwear.com | 08 8262 2694