Warranty Service

Footwear Warranty Service — Complete Happy Heels Guide

At Happy Heels, we want every customer to be satisfied with their purchase and enjoy high-quality footwear. That is why the products available on our website come with a warranty in accordance with current legislation and normal conditions of use.

Below you will find useful information about the warranty, the conditions for applying it, situations that are not covered by the warranty, and the steps you need to follow to request warranty service.

1. What the product warranty means

The warranty means that the purchased product is compliant, can be used for its intended purpose, and does not have manufacturing defects at the time of sale.

The warranty may cover:

manufacturing defects;
material defects;
defects that appear under normal conditions of use;
issues that were not caused by improper wear or care.

The warranty does not cover damage caused by incorrect use, improper care, or external factors.

2. Warranty period

Products purchased from the Happy Heels website benefit from a warranty in accordance with consumer protection legislation.

The warranty period starts from the moment of:

delivery of the product to the customer;
or collection of the parcel from the courier.

To benefit from the warranty, you must keep proof of purchase, such as the receipt, invoice, warranty certificate, or order confirmation.

3. Conditions for warranty approval

For a product to be accepted for warranty review, it must have been used and maintained properly.

The warranty may be granted if the product:

was used for its intended purpose;
was worn under normal conditions;
was maintained according to the type of material;
does not show signs of unauthorized repairs or alterations;
was not damaged due to external factors.

To maintain the quality of your footwear, we recommend:

avoiding excessive contact with water;
avoiding prolonged exposure to moisture, mud, or chemical substances;
using care products suitable for the specific material;
cleaning and storing the footwear properly.

4. Situations not covered by the warranty

The warranty does not apply to damage caused by improper use or normal wear and tear.

The warranty does not cover the following situations:

normal wear of the product during use;
scratches, impacts, cuts, or mechanical marks caused during wear;
damage caused by water, rain, snow, mud, or excessive humidity;
product deformation caused by improper wear or storage;
use of footwear in conditions other than those recommended;
use of cleaning products that are not suitable for the material;
alteration or repair of the product by unauthorized persons;
damage caused by contact with chemicals, oils, solvents, or other aggressive substances.

5. Customer responsibilities

To maintain the warranty, the customer must use the product carefully and follow the care recommendations.

The customer is responsible for:

using the product for its intended purpose;
following the care instructions;
keeping proof of purchase;
checking the product upon receipt;
contacting Happy Heels as soon as possible if a defect is noticed.

If you notice a problem, we recommend that you stop wearing the product and contact the Happy Heels team for verification.

6. Happy Heels responsibilities

The Happy Heels team is committed to reviewing each warranty request carefully and fairly.

Happy Heels is responsible for:

offering quality products that comply with the stated characteristics;
reviewing warranty requests received from customers;
identifying the cause of the reported defect;
proposing a fair solution based on the situation found;
respecting consumer rights in accordance with current legislation.

Each request is reviewed individually, depending on the condition of the product and the nature of the reported issue.

7. How to request warranty service — step by step

Step 1 — Contact the Happy Heels team

To request warranty service, the customer must contact the Happy Heels team and provide the information needed to identify the order and evaluate the issue.

We recommend sending:

the order number;
the customer’s first and last name;
a clear description of the issue;
photos of the product;
proof of purchase, if requested.

Step 2 — Request evaluation

After receiving the information, the Happy Heels team will review the request to determine whether the issue is covered by the warranty.

In some cases, additional photos may be requested, or the product may need to be sent for inspection.

Step 3 — Sending the product for inspection

If a physical inspection of the product is required, the customer may be asked to send the product to Happy Heels.

The product must be sent:

clean;
dry;
properly packed;
together with the necessary documents, if requested.

Step 4 — Resolving the request

After evaluating the product, Happy Heels will inform the customer about the proposed solution.

Depending on the situation, the solution may include:

repairing the product;
replacing the product, if possible;
refunding the product value in certain cases;
rejecting the request if the defect is not covered by the warranty.

8. Footwear care recommendations

To extend the life of your footwear and avoid premature damage, we recommend paying attention to proper wear, cleaning, and storage.

Useful recommendations:

clean your footwear regularly according to the material;
use special products for genuine leather, suede, textiles, or other materials;
do not dry footwear near radiators, stoves, or other direct heat sources;
avoid prolonged exposure to moisture;
store footwear in a dry and well-ventilated place;
use shoe trees or paper inside the shoes to help maintain their shape;
alternate the footwear you wear so the material has time to air out.

Important

Following the recommendations for use and care helps maintain the quality of the footwear and avoid premature damage.

To make a claim and benefit from warranty service, please keep the necessary documents: receipt, invoice, warranty certificate, or order confirmation.

If you have questions about the warranty or product care, you can contact the Happy Heels team for more information.

Phone: +373 60 553 401