I'm surprised that they appear to have given in so easily as in the reviews I've read their customer services seem to have gained a reputation for being obstinate and using delaying tactics with many customers having to resort to dealing with Salomon direct to get anything done.
Read the Returns and Faulty Items section here https://www.sportsshoes.com/support/ (https://www.sportsshoes.com/support/)
Your accompanying letter should have included details of the fault and specific instructions requesting a full refund.
A phone call instructing them to provide you with a full refund should hopefully sort it out.
Returns We understand that sometimes you'll need to return items to us and we've made this easy, fast and simple.
Our no quibbles returns policy means that if you're not 100% happy with any item we send to you, we'll happily exchange or refund it for you.
When you receive your item you have up to 14 days to change your mind and send it back to us.
We'll exchange or refund all items which:
Are returned to us within 14 days of receipt.Are returned to us in perfect condition, with their original packaging and with the labels attached. Your statutory rights are not affected.
How to Return Wrap securely in a bag or paper, taking care not to damage the product packaging and post to:
Returns DepartmentSportsShoes.com1 The ParkJubilee WayShipleyWest YorkshireBD18 1QGPlease enclose your invoice or returns form, letting us know what action you would like us to take, eg. exchange or refund. This will help us to ensure we process your return quickly and efficiently.
You'll need to pay the postage costs to return your parcel. We recommend that you ensure you obtain sufficient postal insurance in case your item goes missing on its way back to us.
If you have any enquiries about returning your item(s), please feel free to email us at
[email protected]
Exchanges When returning your item, remember to include the code and size of your replacements.We'll despatch your replacements postage free to UK addresses.We'll turn around your exchange as quickly as we can and subject to stock availability, aim to despatch your replacements within 24 hours of receiving your return.Bear in mind that there may be slight delays during busy periods. Refunds We'll refund your item via your original payment method except in the case of payment by cash or postal order where we will refund you by cheque.We try our best to process all refunds within 24 hours of receipt, however during busy periods allow 7 working days for your refund.When we've completed your refund, we'll send you an email to let you know.Please note: Gift wrapping is non-refundableWe will (where applicable) refund reasonable postage costs up to the value of £4.99 if there is a fault found with an item. (Terms and Conditions apply. Any refunds will be made after goods have been received and inspected. Proof of postage required.) Faulty Items If you find a fault with your item, please contact our friendly customer services team on 01274530530 or e-mail [email protected] who can help and advise the best way to deal with it. Faulty items should be returned within a reasonable time and must be in a clean and dry condition.Please enclose all your details and a covering note explaining the fault and any other useful details.We'll try to get back to you within 24 hours of receipt of your parcel, although during busy periods this may take slightly longer.Where a fault is found, we'll refund your reasonable return postage costs.Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer.Your statutory rights are not affected.