Refund policy

We want you to walk pain-free in your Bronoir shoes. If they are not right for you, you are covered by our satisfaction guarantee.

Return window

You may request a refund within 90 days of delivery. Write to support@trybronoireu.com with your order number and tell us what went wrong — a size that does not fit, a colour that is not what you expected, or simply a product that did not convince you.

How the refund works

We answer within 1 business day with the next step for your specific case.
Approved refunds are issued to the original payment method for the full amount you paid for the product.
Once issued, the money takes 5–10 business days to appear on your statement, depending on your bank or card issuer.
In most cases you do not need to ship anything back. We will tell you explicitly if a return is required for your order; if we do not ask for the item, keep it.
You never pay a restocking fee, and we never issue store credit instead of money unless you ask for it.

Damaged, faulty or wrong items

Every product carries a 12-month warranty against manufacturing defects. If your order arrives damaged, faulty or is not what you ordered, send us a photo of the item and we will replace it or refund it in full — your choice. This is in addition to your statutory rights, which are not affected by this policy.

Orders that never arrive

If tracking shows no movement for more than 15 business days after despatch, or the parcel is marked as delivered and you did not receive it, write to us. We treat it as a lost parcel and replace or refund the order.

What we cannot refund

Products damaged by misuse, alteration or normal wear beyond the warranty period.
Gift cards.

Cancelling before despatch

Orders can be cancelled free of charge while they are still being prepared. Because we despatch within 1–3 business days, write to us as soon as possible and we will stop the order if it has not left the warehouse.