Returns, Refunds & Size Exchange

Draft v1 · 2026-08-10 · Paste into Settings → Policies → Refund policy once approved.

Returns, Refunds & Size Exchange

The short version

Unworn boots, 30 days, full refund. Founding Batch buyers additionally get free two-way size exchange for 90 days — because we are asking you to buy a boot before anyone has been able to try it on, and the sizing risk should sit with us, not with you.

Returns

Return within 30 days of delivery for a full refund, provided the boots are unworn outdoors, undamaged, and returned with the box and the footbed. Trying them on indoors, on carpet, for as long as you like is not “worn”.

Return shipping: [TBD — decide before opening payments: prepaid label, or customer-paid. For a first launch we recommend prepaid; return-reason data is worth more than the postage.]

Size exchange — Founding Batch

If the size is wrong we exchange it free, both directions, within 90 days of delivery, subject to stock. Tell us the size you have and the size you need. If we no longer have your size, you get a full refund instead.

Every exchange is logged against the size ordered and the size you ended up in. That record is how we build a sizing guide that is actually true, so the next person does not have to go through it.

Deposits and pre-orders

A deposit is fully refundable at any time until the balance is charged. After the balance is charged and before dispatch, you may still cancel for a full refund. See the Cancellation Policy.

What is not a defect

Keystone is made from Crazy Horse pull-up leather. Colour lightens where the leather flexes, marks appear where it is pressed or scuffed, and the tone deepens with use. That is the material working as intended; we explain it on the product page and on the care card in the box. It is not grounds for a defect claim — but if you dislike how it looks, the 30-day return still applies, no argument.

Faults

Stitching failure, sole separation, hardware failure or a manufacturing defect: send photographs and your order number. If it is our fault we repair, replace or refund at no cost to you, and we tell the factory. Normal wear — outsole abrasion, footbed compression, scuffs, laces — is not a fault. The footbed is replaceable and the boot is stitchdown, so both can be renewed rather than replaced.

How to start a return

Email [CONTACT EMAIL — TBD] with your order number. Refunds are issued to the original payment method within [5–10] business days of us receiving the boots.