Refund policy
6. RETURNS AND REFUNDS POLICY - Updated: 24/04/2026
6.1. We offer returns on orders placed through our website subject to the following conditions:
6.1.1. Socks are not eligible for return due to hygiene reasons.
6.2. IMPORTANT – Items returned must be in identical 100% Brand New Condition as originally received, with no signs of wear, use, damage, or imperfection. This includes, but is not limited to, unmarked and crease-free uppers, studs and soleplates free from dirt, scratches, or abrasion, and the absence of any odour or residue. All original packaging, tags, labels, and accessories (including the box) must be included and undamaged. This standard will be strictly applied at our discretion.
6.3. A Return Request may be initiated within 30 days of the order fulfillment date by submitting a request via our website.
6.4. How to initiate a return or exchange request
6.4.1. A customer may initiate a return or exchange request via the link ‘Exchanges & Returns’ in the Website footer; or
6.4.2. by sending an email stating your Order Number and your wish to return the item for a refund, exchange, or store credit to our email ‘thebootchef@outlook.com’.
6.5. Cost of returns and exchanges
6.5.1. Unless the item is subject to a successful warranty/defective product claim, all returns and exchanges are subject to a flat rate $10 fee.
6.6. Any original shipping cost associated with your order are not eligible for a refund, unless the item is the subject of a successful warranty/defective product claim.
6.7. Sending your item
6.7.1. Once/if your return or exchange request is approved, you will receive an email with a return postage label and return instructions.
6.7.1.1. NOTE: Re-use the cardboard box the item/s were originally shipped in, a new cardboard box, or a mailing satchel to ship the item/s. Do not put tape, labels or any writing on the original boot box sent with the item/s or your return may not be accepted on arrival.
6.8. Receiving and resolutions
6.8.1. Goods are ‘received’ when the tracking number for your order with Australia Post or other like service, indicates the goods have been delivered.
6.8.2. Once your return has been received and the item/s have been inspected and confirmed to be in 100% brand new condition with original packaging and merchandise;
a. a refund will be processed to the original payment method associated with the order. Funds will typically be available 2-7 business days after being processed; or
b. your requested exchanged item will be fulfilled and dispatched within 1-7 business days.
6.9. If we receive returned item/s in unacceptable condition or without original packaging and merchandise, we will contact the customer via the email associated with the original order to offer available options, which may include (but is not limited to) the option to:
6.9.1. return the item/s ineligible for a refund to the customer; or
6.9.2. offer a partial refund for the item/s, based on the apparent condition of the returned item/s and based solely on our discretion.
7. FAULTY/DEFECTIVE GOODS POLICY
7.1. Definitions
7.1.1. Misuse, incidental damage, normal wear and tear
7.1.2. Items that have been misused, been the subject of incidental damage, or have been subject to normal wear and tear are not eligible for a warranty/defective product claim.
7.1.3. Misuse includes but is not limited to:
7.1.3.1. IMPORTANT - Firm Ground or Soft Ground boots being used on artificial grass, turf, or hard-court surfaces and pitches.
7.1.3.2. Any misuse of the boots as defined in 7.1.3.1 instantly voids any warranty or compensation claimed under a faulty/defective product claim.
7.1.4. Incidental damage
7.1.4.1. Incidental damage describes events damage that has occurred by accident or external factors. This includes but is not limited to, scratches, dents, rips, tears and punctures. E.g. Damage to a boot caused by an opposing players studs or contact is not considered defective or faulty, thus it cannot be returned and is not eligible for compensation.
7.1.5. Normal wear and tear
7.1.5.1. Damage to items as a result of normal wear and tear does not entitle the user to faulty/defective include but are not limited to:
7.1.5.1.1. Scuffing on the toe or forefoot from ground contact or ball strikes, minor peeling of the upper from the soleplate around the toe area due to ground contact, or threads coming loose from the upper. If your boots show any of these wear and tear signs, you can rest assured your boots will still perform as well as when new and can continue to be used without noticeable loss in performance.
7.2. Faulty/defective product claim
7.2.1. To submit a faulty/defective product claim, please submit an enquiry via the Contact Us page accessible found in the Website footer, stating ‘faulty/defective product’ in the message. Alternatively, the customer may make a faulty/defective product claim via email to thebootchef@outlook.com stating their name, order number, and their belief that the product in question is faulty/defective, alongside photos of the damaged area and other angles of the item.
7.2.2. We determine if an item is faulty/defective based on the manufacturers guidelines and reserve the right to defer to the manufacturer to determine if the item is faulty/defective.
7.2.3. In the event of a successful warranty/defective product claim, we will provide a return postage label with instructions for return.
7.2.3.1. NOTE: Use a cardboard box or mailing satchel to ship the item/s. Do not put tape, labels or any writing on the original boot box sent with the item/s.
7.2.4. If after inspection your faulty/defective product claim is found to be valid, we will offer a remedy which may include but is not limited to:
7.2.4.1. An exchange for an item of similar value; or
7.2.4.2. A full refund.
7.2.5. If after inspection your faulty/defective product claim is invalid for any of the reasons outlined in these terms and conditions and for any reason outlined by the product manufacturer, we will offer a course of action which may include, but is not limited to:
7.2.5.1. returning the boots to the customer; or
7.2.5.2. offering a partial refund.
7.2.6. In the event of an invalid faulty/defective product claim determined to be the result of misuse (e.g. section 7.2.2.1) will not be eligible for any reimbursement related to shipping costs incurred.
7.3. Items not eligible for faulty/defective claims:
7.3.1. Discontinued/Classic Models
7.3.2. The Boot Chef’s wide range of available products sometimes includes older, discontinued models of football boots. Age may cause the material, gluing, and structure of older boots to deteriorate and compromise the durability of the boots if worn.
7.3.3. We take our obligations under the Australian Consumer Law seriously. Our Faulty and Defective product policy is partly purported to facilitate the sale of collectible items. Nothing in these Terms and Conditions excludes, restricts or modifies any consumer rights available under the Australian Consumer Law.
7.3.4. In consideration of these reasons, The Boot Chef is unable to guarantee the durability of any item/s manufactured 4 or more years from the date of your order, and thus cannot entertain any warranty claim or offer any compensation for boots that may become damaged with use.
7.3.5. We determine the manufacture year by inspecting the size tag or other inscriptions on the item, and this source of the manufacture date will prevail to the extent of any inconsistency.