Please click here for Vionic Refund Policy
We want you to be 100% happy with your purchase, but if you’re not, don’t worry: we get it. See below for return procedures.
All returns must be processed through our Returns + Exchanges Portal. Items sent back without proper authorization will be returned at your expense. Please note that Shipping and Handling charges are not refundable.
Returns for Full Price Merchandise
We are happy to offer free return shipping! Visit our Returns + Exchanges Portal for your Return Waybill on unworn merchandise within 15 days from the original order date. Please note that a $5 restocking fee will be charged for each pair of returned shoes. New, unworn merchandise will be refunded in the same manner it was paid for. Please allow up to 15 business days for your credit to be processed.
Returns for Sale Merchandise
Please note: Sale items will be credited in the form of a ketchshoes.ca Gift Card. Also, FINAL SALE items (all items ending in .97), Foot Glide, and Empire products cannot be returned or exchanged.
Products must be in the condition you received them and in their original box and/or packaging. Merchandise must be returned to ketchshoes.ca within 15 days of receipt of Return Waybill.
Returns for defective merchandise:
If you feel you have received defective merchandise, please visit our Returns + Exchanges Portal and follow the steps for damaged goods. Authorizations will be granted on shoes acknowledged as defective within 60 days from the date of delivery.
Our coverage policy on worn items includes our shoes and boots for 60 days from the time of purchase by a customer and requires an order # or proof of purchase for shoes that we have deemed damaged due to a manufacturing defect.
Authorizations will not be granted for problems we deem to be the result of normal wear and tear or abuse of the shoes.