Refund policy

Online Retail Return and Refund Policy

Last updated: August 21, 2026

This policy applies to retail orders placed through distinctivedistribution.com. Wholesale and approved B2B accounts are subject to separate commercial terms.

30-Day Return Period

Customers may request a return within 30 days after receiving their order.

To qualify for a return, products must:

  • Be unworn and in new, resalable condition

  • Have no signs of wear, dirt, damage, odour, or alteration

  • Be returned with all original packaging, labels, accessories, and the original shoe box

  • Have been tried on indoors only, preferably on a clean and soft surface

  • Include proof of purchase

Shoes that have been worn outdoors or show signs of use cannot be returned or refunded.

Return Authorization

Customers must contact us before sending a product back. Returns sent without prior authorization may be refused.

To request a return, email info@distinctiveshoe.com and include:

  • The order number

  • The product being returned

  • The reason for the return

If the return is accepted, we will provide return instructions and the correct return address.

Return Shipping

Customers are responsible for return shipping costs unless the product received was defective, damaged, or incorrect.

Original shipping charges are non-refundable.

Customers should use a trackable shipping service. Distinctive Distribution is not responsible for a returned package that is lost or damaged before it reaches us.

Do not attach shipping labels, tape, or writing directly to the original shoe box. The shoe box must be placed inside a separate shipping box or protective shipping package.

Exchanges

Exchanges are subject to product and size availability.

Customers must contact us before returning a product for exchange. Additional shipping charges may apply.

Final Sale Items

The following items cannot be returned or exchanged:

  • Products clearly identified as Final Sale before purchase

  • Products discounted by 40% or more

  • Insoles

  • Shoe care and maintenance products

  • Gift cards

Final Sale restrictions do not affect a customer’s rights when an item is defective, damaged, or incorrectly supplied.

Inspection and Refunds

All returned products are inspected after arrival.

If the return is approved, the refund will be issued to the original payment method. Please allow 5–10 business days for processing after the return has been inspected.

Financial institutions may require additional time to post the refund to the customer’s account.

Defective, Damaged, or Incorrect Products

Customers should contact us promptly if an order arrives defective, damaged, or incorrect.

When the issue is confirmed, Distinctive Distribution will provide an appropriate replacement or refund and cover reasonable return shipping costs when a return is required.

Order Cancellations

Customers should contact us as soon as possible to request an order cancellation.

We cannot guarantee cancellation after an order has been processed or shipped. If the order has already shipped, the customer may request a return in accordance with this policy.

Contact Us

For questions or to request a return, please contact:

Distinctive Distribution
Operated by Création Juar inc.
2010 rue Glen Abbey
Mascouche, Quebec J7L 4G9
Canada

Phone: +1 514-214-5641
Email: info@distinctiveshoe.com
Website: https://distinctivedistribution.com