Exchanges & Returns

1. RETURNS POLICY

1.1. General Provisions

Your right to withdraw from the contract applies exclusively to those products that are returned in the same condition as you received them. No refunds will be made on products that have been used beyond their mere opening, for products that are not in the same state as when they were delivered, or if they have been damaged in any way. It is therefore important that you handle the products carefully whilst they are in your possession.

1.2. To Withdraw from Purchase

If you enter into this contract as a consumer and user, you have the right to withdraw from this contract within a period of 14 calendar days without giving any reason but only regarding those items that can be returned.

The withdrawal period will expire at 14 calendar days after you or a third party appointed by you, other than the courier, acquired actual possession of the goods, or if the goods included in your order were delivered separately, at 14 calendar days after you or a third party appointed by you, other than the courier, acquired actual possession of the last of those goods. In any case, you must deliver the goods to us within a maximum period of 30 days after the date of delivery of the products that can be returned.

To exercise the right of withdrawal, you must notify your decision to desist from the contract, writing to our email  info@thecutproject.com. THE CUT PROJECT will not accept any returns that have not been previously approved by one of our agents.

In order to comply with the withdrawal period, it is sufficient that the communication relating to the exercise on its part of this right be sent before the deadline expires. Your right to desist from the contract shall apply only to products returned under the same conditions as you received them. No reimbursement will be made if the product has been used beyond the mere opening thereof, of products which are not in the same conditions as they were delivered or have suffered any damage, so you must be careful with the product(s) while in your possession. Please return the item using or including all of its original packaging and other documents accompanying it (laces, cotton bag, card…)

1.3. Consequences of Withdrawal

If you withdraw from the contract, we will refund the payment you have made to acquire the product within at the latest 14 calendar days from the date on which you inform us of your decision to withdraw from the contract; in case the product is not in perfect condition we will have the right to deny the refund. The delivery fee will not be refunded.

We will make the refund using the same means of payment you used for the initial transaction. However, we may withhold the refund until the goods have been received, or until you have supplied evidence of having returned the goods, depending on whichever condition occurs before.

The products must be returned by the customer through a shipping company of their own choice and will be delivered in the same condition in which they were received, together with their complete original packaging, documentation, labels and with any accessories related to them.  This return expenses will be borne by the customer.

You will only be liable for any loss in value of the goods resulting from any unsuitable handling other than that necessary to ascertain the nature, characteristics and functioning of the goods.

Essential Prerequisite: Only products that are returned in the same condition in which they were delivered may be allowed to be returned. No reimbursement will be made if the product has been used beyond the mere opening thereof, of products which are not in the same conditions as they were delivered or have suffered any damage, so you must be careful with the product (s) while in your possession. Please return the item using or including all of its original packaging and other documents accompanying it (laces, cotton bag, card…)

1.4. Return of Faulty Products

In the event that you consider that the product does not conform with the contract at the time of delivery, you should promptly contact us through our Customer Services: info@thecutproject.com and we will instruct you on how to proceed.

After carefully examining the item we will inform you with an email of THE CUT PROJECT within a reasonable period of time whether you are entitled to a refund or replacement (as appropriate). Said replacement or refund will be made as soon as possible and in any event within 14 days following the date we sent you an email confirming the refund or replacement of the faulty item.

Products returned by you due to a genuine flaw or defect will be refunded in full, including a refund for the delivery charges for shipping the item to you. The refund will be made using the same payment means which was used to make the purchase. In any event your statutory rights are not affected.

Claims for damages or flaws in the product caused by transport, will only be accepted when these damages have been notified at the time of delivery and in the presence of the courier, indicating the anomalies in the delivery note and by e-mail to THE CUT PROJECT.

The customer must check the proper condition of the package and indicate any incident such as blow, breakage, signs of having been opened or any damage caused by the shipment.

The products we sell, especially those that come from natural origin, can often have the characteristics of the natural materials used in their manufacture.  These characteristics, such as variations in grain, texture, knots and color, will not be considered as flaws or defects. On the contrary, they should be considered as an essential aspect to be appreciated. We only select products of the very highest quality, although natural characteristics are unavoidable and should be accepted as part of the individual appearance of the product.

THE CUT PROJECT is not responsible for deterioration caused by misuse of the product or by subjecting it to improper conditions that exceed the limits it was designed for.

1.5. Return Procedure

Please read carefully each topic contained in our returns policy. The stated procedure of returns will be as follows:

The return must be requested indicating the order number and the reasons thereof, by writing an email to info@thecutproject.com. All returns must be approved by THE CUT PROJECT.

Returns will only be accepted if the products are returned in the same condition as you received them. They must be packed in their original packaging with all the accessories (cotton bag, laces, tissue paper, card…) and protected by the same carton in which the shipment was made. You must also include a printed copy of the return authorization email that we sent to you.

The return period is 14 calendar days since the product is delivered to you and we must receive it back in our warehouses within 30 days after the delivery date.

If the return is attributable to THE CUT PROJECT, which means that the product is defective or is not what was ordered, the amount will be refunded and the shipping and return expenses will be repaid. However, if any other reason is given (e.g. the products were served correctly but they are not to your liking), the customer will bear the cost of the shipping and return charges. Once the return is completed, THE CUT PROJECT will check the condition of the product and will refund it, if applicable.

In short, the customer will bear the costs of return except if it this return had been caused by an erroneous or defective product.

If the return is approved, you will receive the full amount, excluding the shipping costs, within 14 days or until THE CUT PROJECT verifies that the product is returned in optimal condition. The refund will be done through the same means with the purchase was made.

THE CUT PROJECT will not be held responsible for the charges occasioned by those returns that are produced without respecting the established requirements of this procedure.

2. EXCHANGE POLICY

2.1. General Provisions

In order to avoid unnecessary shipping costs and to mitigate the carbon footprint of transportation, it is important that you make the right choice of model, color and size number. It is clearly shown on our website how to find the measurement of the foot and its equivalent size number. Exchanges are subject to availability.

THE CUT PROJECT only accepts changes when this means a change of size, always on the same model and color. The Cut Project will only allow one (1) change for another size (larger or smaller without distinction) for the same purchased product. Therefore, it will not be possible to make a change for another product that is different from the one initially acquired (regardless of whether it is the same size or a different one). It is not permitted to make more than one (1) change for each item.

If you wish to make a change for a different item, you must return the initially purchased product, following the conditions established in the section Returns Policy, and place a new order for the desired product through the website. The prices and promotions will be those in force at the time of placing the new order.

Essential Prerequisite: Only products that are returned in the same condition in which they were delivered may be allowed to be returned. No reimbursement will be made if the product has been used beyond the mere opening thereof, of products which are not in the same conditions as they were delivered or have suffered any damage, so you must be careful with the product (s) while in your possession. Please return the item using or including all of its original packaging and other documents accompanying it (laces, cotton bag, card…)

2.2. Change of Size

In cases where, despite you have made the appropriate measurement of your foot and calculated its size number correspondence, you consider that the size of the purchased product does not conform to your needs, and without prejudice to the right of withdrawal that you are legally attending, you can request the change of size by contacting us through our email info@thecutproject.com, after 14 calendar days of receipt of the product. It must be considered the same purchased item, as no changes are accepted for other products different from the model and color initially acquired. Exchanges are subject to availability.

In Mainland Spain and Portugal, the change will take place as follows: at the same time that we pick up the wrong size we will give you the correct size. For this, once we tell you the date on which the courier will come to make the change, you must prepare the item to be returned, by placing the product in a cardboard box that protects it during shipping, preferably in the same shipping box where you received it. The parcel must include the original box and all the elements that accompany it (cotton bag, card, laces, tissue paper…) in perfect condition. The delivery of the exchange by the courier will be subject to the same conditions specified in our shipping section.

For all other countries, a return shall be made with the corresponding refund, under the same conditions as indicated in point 11.5 (the customer is responsible for the return shipping costs). The customer will then, if desired, place a new order in the correct size.

We reserve the option to inform you of substitute products of equal or higher quality and value in case the size you request for change is not available at the time of your application. If you do not wish to place an order for these replacement products, we will proceed according to our Returns Policy (see Returns Policy section).