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Chargebacks PolicyUpdated 6 months ago

At Sutro Shoes, we strive to provide excellent customer service and resolve any issues that may arise. This policy outlines our guidelines and procedures regarding chargebacks initiated by customers. By making a purchase, you acknowledge and agree to the following provisions:


  1. Contact Customer Support First:

    1. If you encounter any issues with your purchase, we strongly encourage you to contact our customer support team first.

    2. Our customer support representatives are dedicated to resolving any concerns or disputes in a timely and efficient manner.

    3. We believe that open communication and collaboration can often lead to a satisfactory resolution without the need for a chargeback.


  1. Chargeback Fees:

    1. In the event that a chargeback is initiated without prior contact with our customer support team or is deemed to be frivolous or fraudulent, we reserve the right to charge a chargeback fee to cover administrative and processing costs.

    2. The chargeback fee amount will be communicated to you before it is charged, and it will be deducted from any refund amount, if applicable.


  1. Chargeback Validity:

    1.  A chargeback is an option provided by your financial institution to dispute a transaction and request a refund.

    2. It is important to note that initiating a chargeback without prior contact with our customer support may lead to delays in resolving your issue and can negatively impact our ability to provide quality service.


  1. Chargeback Investigation:

    1. Upon receiving a chargeback notification, we will be notified by our payment processor or financial institution.

    2. We will conduct a thorough investigation into the transaction, including reviewing order details, communication history, and any supporting documentation provided by both parties.

    3. As we are beholden to timelines provided by issuing banks, the investigation process may take up to several weeks. We appreciate your patience during this time.


  1. Resolution and Refunds:

    1. If the chargeback is deemed valid and supported by sufficient evidence, we will comply with the decision made by the financial institution.

    2. If the chargeback is resolved in our favor, any refund issued by us will be reversed, and the original transaction will be reinstated.

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