If you have bought shoes, they must be:

• Of satisfactory quality.
• Fit for their purpose.
• As described.

If you have only worn the shoes a few times or haven’t had a reasonable opportunity to check them, you have the right to reject the shoes and seek a refund if they have a fault or do not meet the requirements listed above. For assistance in this process, use our request a refund for faulty goods letter, our letter to request a refund for goods not fit for their purpose, or our letter to request a refund for goods not matching their description as appropriate.

If the fault is only minor and can easily be put right, it is reasonable to accept a repair. To request a repair from the seller, you can use our letter to request a repair for faulty goods. The seller must carry out this repair at no additional cost to you. The repair must also be of a good standard, or else you are entitled to a refund. If you have requested a repair and the seller has not repaired your shoes properly, use our letter requesting a refund for goods not properly repaired to get your money back.

If you have worn the shoes more than a few times or have had a reasonable opportunity to check them, you are probably still entitled to a repair or replacement. A repair should be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore them to a satisfactory condition. If this does not happen, you are entitled to a replacement or compensation. This could be a sum of money or the cost of having somebody else repair the item.

If the shoes you have purchased have a fault and you would like a repair from the seller, this should be completed at no additional expense to you. For assistance in making this request, you can use our letter to request a repair for faulty goods. If after making this request, the seller has not repaired the shoes to a good standard, you should demand a refund. You can make this demand by using our letter requesting a refund for goods not properly repaired to get your money back.

If the shoes cannot be replaced or repaired economically, you are entitled to a refund. The trader may make a reduction from the price you paid to allow for the use you have had from the shoes.

If you are out of pocket in any other way, you may be entitled to compensation over and above the price of the shoes. Use our request compensation from the seller for any additional damage caused by faulty goods letter to request compensation in this instance.

• Remember, if you are entitled to a refund, replacement, repair or compensation it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer. If the seller tries to deny his or her responsibility for a faulty pair of shoes, use our letter to reject a seller's denial of responsibility for faulty goods.
• You have no rights if the shoes simply don't fit.
• You have no rights if you simply change your mind.
• You have no rights if you have selected the wrong shoes for a particular use.
• You have seven working days to cancel a contract for goods ordered by telephone, mail order, internet or fax, except for those goods which are made to order.
• All shoes need to be looked after and no shoes last forever.

As soon as you have determined that there is a problem with shoes that you have purchased:

• Stop wearing the shoes.
• Be certain that the fault was not caused by misuse or an accident.
• Locate your proof of purchase. If you haven't got a receipt, you can use a credit card voucher or cheque stub. Own-brand goods, something exclusive to one shop (such as a customised carrier bag) or the packaging may prove where you bought the item. If someone was with you when you bought it, they can back you up. Remember that it is up to you to show where and when you bought the shoes.

You will now need to contact the trader straight away and report the problem. If you bought the shoes locally, visit the trader. Take the item, the packaging (if possible) and any proof of purchase with you. If you cannot take the shoes back to the shop, either phone or write to the trader.