Refund policy

Last updated: September 8, 2026

This Refund & Return Policy applies to purchases made from Clean Shoes Club™, operated by Phiera LLC (“Clean Shoes Club,” “we,” “us,” or “our”).

We want customers to receive products that arrive in good condition and perform substantially as described when used correctly. Because our products are physical consumer goods intended for use with footwear, water, detergents, and washing machines, certain return restrictions apply once a product has been used.

Please review this Policy carefully before placing your order.

By completing checkout and placing an order with Clean Shoes Club™, you acknowledge that this Refund & Return Policy, together with our Terms of Service and Shipping Policy, was made available to you before purchase and forms part of the terms applicable to your order.

Nothing in this Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded under applicable law.

1. 14-Day Return Window

Eligible unused products may be returned within 14 calendar days after delivery.

To qualify for a standard return, the product must:

be unused;
not have been placed in a washing machine;
not have been used with footwear;
not have been exposed to detergent during use;
not have become wet during use;
be clean and dry;
not show signs of wear, staining, odor, contamination, alteration, or damage;
be in substantially the same condition in which it was received;
include any accessories or components originally supplied; and
include original packaging where reasonably available.

Opening the shipping package for reasonable inspection does not by itself make a product ineligible for return.

A product is no longer considered unused once it has been used for its intended purpose.

All standard returns require prior authorization from Clean Shoes Club™.

2. How to Request a Return

Before sending anything back, contact us at:

support@cleanshoesclub.com

Please include:

your full name;
order number;
the item or items involved;
the reason for the return; and
photographs or other documentation if requested.

If your return appears eligible, our support team will provide return instructions and the authorized return address applicable to that specific return.

Do not send any product back without prior authorization.

Products returned without authorization may not be accepted or processed.

Authorization to send an item back does not automatically guarantee that a refund has been approved.

Returned products may first be inspected for compliance with this Policy.

3. Used Products

Products that have been used are generally not eligible for a standard change-of-mind return or refund.

A product will generally be considered used if it has:

been placed in a washing machine;
been used to hold or wash footwear;
been exposed to detergent during use;
become wet during use;
been washed independently;
been exposed to dirty footwear;
or otherwise shows evidence that it has been used for its intended purpose.

This restriction exists partly because products used with footwear, dirt, water, detergent, or washing machines may no longer be appropriate for resale.

This section does not prevent a legitimate claim involving a manufacturing defect, damage on arrival, an incorrect item, or another verified issue for which Clean Shoes Club™ may be responsible.

4. Change of Mind and Buyer's Remorse

We do not provide automatic refunds for used products merely because a customer changes their mind.

Examples include situations where a customer:

no longer wants the product;
no longer needs it;
decides not to continue using it;
finds another product;
believes they paid too much;
only wanted to test it;
expected a different subjective result;
or simply regrets the purchase.

Personal preference or buyer's remorse does not mean that a product is defective.

Unused products may still qualify for return under this Policy.

5. 30% Restocking Fee for Standard Returns

Approved standard returns based on:

change of mind;
buyer's remorse;
personal preference;
ordering the wrong quantity or variation;
deciding that the product is no longer wanted;
finding another product;
or another reason not caused by Clean Shoes Club™

are subject to a 30% restocking fee, where permitted by applicable law.

The restocking fee is calculated from the purchase price actually paid for the item or items being returned after applicable product discounts.

For example, if an eligible item was purchased for $39.99, a 30% restocking fee would equal approximately $12.00, resulting in an eligible product refund of approximately $27.99, before any other lawful deductions or adjustments.

The restocking fee helps offset fulfillment-related costs, handling, inspection, return administration, inventory processing, and other nonrecoverable costs associated with the transaction.

The 30% restocking fee does not apply where the return results from:

a verified defective product;
a product that arrived damaged;
an incorrect item sent due to our error;
an incorrect quantity caused by our fulfillment error;
a verified fulfillment error;
or another situation where applicable law requires a different remedy.

Original outbound shipping charges are generally non-refundable for ordinary change-of-mind returns, except where applicable law requires otherwise.

Return shipping costs for standard change-of-mind returns remain the responsibility of the customer.

6. Cleaning Results and Customer Expectations

Clean Shoes Club™ products are designed to assist with the machine-washing process and help reduce certain forms of direct movement, friction, and impact during washing when used appropriately.

The washing bag itself is not a detergent, stain remover, bleaching agent, professional shoe-cleaning service, or restoration treatment.

We do not guarantee that every pair of shoes will:

become completely spotless;
become completely white;
look factory-new;
lose every stain;
lose permanent discoloration;
or return to its original condition after washing.

Cleaning results may vary depending on:

footwear material;
construction;
age;
condition;
type of stain;
severity of staining;
colorfastness;
detergent;
amount of detergent;
wash temperature;
washing cycle;
washing machine;
previous treatments;
adhesives;
prior damage;
and manufacturer care instructions.

A customer's subjective dissatisfaction with the cleaning result does not automatically mean that the Clean Shoes Club™ product is defective.

7. Damaged Items on Arrival

Customers should inspect their order promptly after delivery.

We strongly encourage customers to report visible shipping damage within 48 hours of delivery.

In any event, visible damage, obvious defects, missing components, or other problems reasonably identifiable upon delivery should be reported within 3 calendar days after delivery, based on the carrier's delivery record.

Claims should include sufficient evidence to allow us to verify the issue.

We may request:

the order number;
photographs of the entire product;
close-up photographs of the affected area;
photographs of the outer shipping package;
photographs of the shipping label;
photographs of internal packaging;
and video evidence where reasonably necessary.

Customers should retain the packaging and shipping label until the claim has been reviewed where reasonably possible.

Failure to provide sufficient documentation may prevent us from verifying a damage-on-arrival claim.

If we confirm that an item arrived damaged, the 30% restocking fee will not apply, and we may provide an appropriate remedy including replacement, refund, partial refund, or another resolution permitted by applicable law.

The three-day reporting period applies primarily to visible damage or obvious problems existing at delivery.

It does not automatically prevent a legitimate claim involving a hidden manufacturing defect that could not reasonably have been discovered during initial inspection.

8. Wrong Product, Color, Variation, or Quantity

If you receive:

the wrong product;
wrong color;
wrong variation;
incorrect quantity;
or another item different from what you ordered,

please contact us within 3 calendar days after delivery.

We may request photographs showing:

the product received;
packaging;
shipping label;
quantity received;
and relevant product identification.

If we verify that the fulfillment error was caused by us or our fulfillment partner, the 30% restocking fee will not apply.

9. Manufacturing Defects

Certain manufacturing defects may only become apparent during normal use.

If you believe your product has developed a genuine manufacturing defect, contact us as soon as reasonably possible after discovering it.

Examples may include:

premature zipper failure;
seam separation;
unexpected structural failure;
or another manufacturing fault that materially prevents the product from functioning as intended under normal use.

Normal wear and tear is not considered a manufacturing defect.

The following may not qualify as manufacturing defects:

ordinary deterioration from repeated use;
damage from overloading;
damage from inappropriate washing settings;
damage from improper use;
damage from harsh chemicals;
damage from bleach;
damage from excessive heat;
damage caused by modification;
or damage inconsistent with normal intended use.

We may require photographs, video, wash details, detergent information, or other evidence reasonably necessary to investigate the claim.

10. Claims Involving Dye or Color Transfer

If you believe that color or dye from a Clean Shoes Club™ product has transferred onto footwear or other property, stop using the product immediately.

Do not continue washing or treating the affected footwear before documenting the condition unless reasonably necessary to prevent further damage.

Please contact us and provide sufficient information for investigation.

We may request:

photographs of the washing bag;
photographs of the affected footwear;
close-up photographs of the alleged color transfer;
footwear brand and model;
footwear material;
approximate footwear age;
wash temperature;
washing cycle;
detergent used;
stain removers or additives used;
whether the footwear had previously been machine washed;
whether the washing bag had previously been washed;
and any other information reasonably necessary to investigate the issue.

Submission of a dye-transfer claim does not constitute an admission by Clean Shoes Club™, Phiera LLC, or our fulfillment partners that the product caused the alleged damage.

Each claim will be reviewed individually based on the available evidence.

11. Claims Involving Damage to Footwear

Not all footwear is suitable for machine washing.

Customers are responsible for reviewing and following the footwear manufacturer's care instructions.

Using a Clean Shoes Club™ washing bag does not make non-machine-washable footwear safe for machine washing.

Certain materials and constructions may require special care, including:

leather;
suede;
nubuck;
non-colorfast textiles;
specialty finishes;
delicate foams;
aged adhesives;
glued components;
decorative elements;
coatings;
and other water- or heat-sensitive materials.

Clean Shoes Club™ products are intended to help reduce certain forms of direct movement, friction, and impact during washing.

They cannot eliminate every risk associated with machine washing footwear.

For footwear-damage claims, we may request:

photographs before and after washing, where available;
footwear brand and model;
approximate age;
condition before washing;
proof of footwear purchase or value where relevant;
manufacturer's care instructions;
detergent used;
water temperature;
washing program;
spin settings where relevant;
drying method;
prior damage;
previous washing history;
and other relevant information.

The fact that a Clean Shoes Club™ product was used during the wash does not, by itself, establish that the product caused the alleged damage.

12. Improper Use

Refunds, replacements, or compensation may be refused where an issue results from improper use rather than a defect.

Improper use may include:

washing footwear that is not machine washable;
ignoring footwear manufacturer instructions;
using inappropriate temperatures;
using unsuitable washing programs;
using bleach;
using solvents;
using harsh chemicals;
using incompatible detergent;
overloading the washing bag;
failing to secure closures correctly;
placing sharp or abrasive objects inside the product;
modifying the product;
or otherwise using the product materially inconsistently with its instructions.

Unless expressly permitted by relevant product and footwear instructions, do not place the washing bag or footwear in a tumble dryer or other heated drying appliance.

13. Normal Wear and Tear

Clean Shoes Club™ products are reusable, but they are not indestructible.

Normal deterioration resulting from repeated washing and ordinary use is not considered a manufacturing defect.

Reasonable changes may include gradual cosmetic wear, fabric or mesh changes, minor changes in padding shape, zipper appearance, label wear, or other non-material changes that do not prevent ordinary use.

Product lifespan may vary depending on:

frequency of use;
machine type;
wash cycle;
detergent;
load;
temperature;
footwear;
and general care.

14. Packages Marked as “Delivered”

If carrier tracking confirms that an order was delivered to the shipping address supplied at checkout, the order will generally be considered delivered.

If you cannot locate a package marked as delivered, please first check:

household members;
neighbors;
building management;
reception;
mailroom;
parcel lockers;
garages;
porches;
side or rear entrances;
other secure delivery locations;
and any delivery photograph or carrier notice.

You should also contact the carrier directly where appropriate.

Please contact Clean Shoes Club™ promptly so that we can review the available delivery information.

Claims involving packages marked as delivered are reviewed individually and are not automatically eligible for a refund or replacement.

We may rely on available evidence such as:

carrier tracking;
delivery scans;
delivery photographs;
GPS delivery information where available;
signature confirmation;
shipping records;
customer communications;
and other delivery documentation.

We strongly recommend providing a secure delivery address.

15. Theft After Confirmed Delivery

Where carrier records reasonably confirm successful delivery, theft or loss occurring after delivery may be outside our direct control.

A claim that a package was stolen after confirmed delivery does not automatically require Clean Shoes Club™ to issue a refund or replacement, except where applicable law requires otherwise.

We may review exceptional circumstances individually.

16. Shipping Delays and Packages in Transit

Delivery timeframes displayed on our website are estimates unless expressly identified as guaranteed.

Delays may occur because of:

customs processing;
carrier congestion;
weather;
transportation disruptions;
peak-season demand;
local postal conditions;
security checks;
or circumstances outside our direct control.

Once an order has been dispatched and is actively moving through the shipping network, it generally cannot be canceled or rerouted.

A delay alone does not automatically entitle an order to an immediate refund while valid tracking continues to show active movement.

If tracking stops updating for an extended period, the carrier reports a loss, or circumstances reasonably indicate that the shipment may be lost, please contact us.

We may initiate an investigation with the carrier or fulfillment partner.

If an order is confirmed lost and the customer is not responsible for the loss, an appropriate replacement, refund, or other remedy may be provided.

Nothing in this section overrides mandatory delivery or refund rights under applicable law.

17. Incorrect Shipping Information

Customers are responsible for supplying a complete and accurate shipping address at checkout.

If you discover an error, contact us immediately.

We will make reasonable efforts to help before fulfillment begins, but we cannot guarantee that shipping information can be changed once an order has entered fulfillment.

Where delivery fails, is delayed, is returned, or is lost because the customer supplied incorrect or incomplete information, the customer may be responsible for additional shipping or handling costs where legally permitted.

This does not apply where the error was caused by Clean Shoes Club™ or its fulfillment partner.

18. Order Cancellations and Changes

Our fulfillment process may begin shortly after an order is placed.

Cancellation or modification requests should be submitted within 30 minutes after purchase.

We will make reasonable efforts to accommodate requests received during this period, but cancellation is not guaranteed, including where fulfillment has already begun.

Once an order has:

entered fulfillment;
received a tracking number;
or been dispatched,

it may no longer be possible to cancel or modify it.

After delivery, any eligible return will be handled under this Refund & Return Policy.

19. Refused or Unclaimed Deliveries

Customers are responsible for accepting or collecting properly addressed deliveries.

If an order is:

refused;
not collected;
abandoned;
or returned because of circumstances within the customer's control,

any refund may be reduced by applicable:

outbound shipping;
return shipping;
customs charges;
brokerage charges;
handling charges;
and applicable restocking fees,

where legally permitted.

20. Return Shipping Costs

For standard returns based on change of mind, the customer is responsible for all return shipping costs.

Authorized returns should be sent using a trackable shipping service.

We may request the return tracking number before processing the return.

Original shipping charges are generally non-refundable unless:

the return results from our error;
applicable law requires otherwise;
or another mandatory remedy applies.

We are not responsible for returned parcels that are lost or damaged before reaching the authorized return facility, except where applicable law provides otherwise.

21. Authorized Return Address

Clean Shoes Club™ does not maintain a public customer-return warehouse at the corporate or mailing address of Phiera LLC.

Authorized return locations are determined according to:

the product;
fulfillment partner;
warehouse availability;
destination;
and logistics arrangement applicable to the particular order.

The authorized return facility may be located outside the customer's state or country.

Customers must send returns only to the address specifically provided by Clean Shoes Club™ customer support for that particular return.

Unless our support team expressly instructs you otherwise, do not send returns to:

Phiera LLC's corporate or mailing address in Sheridan, Wyoming;
the sender address printed on the original parcel;
an address from a previous return;
an address obtained from a carrier;
an address found online;
a supplier or manufacturer address;
or any warehouse or fulfillment location not specifically provided for your return.

Sending a product to an unauthorized location may result in the parcel being:

refused;
lost;
forwarded;
delayed;
or otherwise unavailable for inspection.

Where permitted by applicable law, Clean Shoes Club™ is not responsible for additional shipping, forwarding, customs, handling, or similar costs caused by a customer sending a return to an unauthorized address.

For standard change-of-mind returns, the customer remains responsible for applicable:

return postage;
tracking;
international transportation charges;
customs duties;
brokerage fees;
taxes;
and related return costs.

22. Return May Be Waived

In some circumstances, the cost or logistics of physically returning an item may be disproportionate to the value of the item.

Where appropriate, Clean Shoes Club™ may decide that the customer does not need to physically return the product.

Any decision to waive a physical return:

is made on an individual basis;
does not establish a general refund-without-return policy;
and does not create an entitlement for future purchases or other customers.

Any applicable refund amount, restocking deduction, or other resolution will be communicated as part of the individual case.

23. Inspection of Returned Products

Returned items may be inspected before refund approval.

We may review whether the product has:

been used;
been washed;
become wet;
been damaged;
been stained;
become contaminated;
been altered;
been exposed to detergent;
been returned incomplete;
had accessories removed;
or otherwise failed to meet the conditions of this Policy.

Receiving authorization to ship an item back does not necessarily mean that the return has already been approved for a full refund.

24. Additional Reductions to Refunds

The standard 30% restocking fee may apply to eligible standard change-of-mind returns.

Where legally permitted, additional reasonable deductions may also apply if a returned item has lost value because of:

customer damage;
contamination;
missing parts;
missing accessories;
alteration;
incomplete return;
or handling beyond what was reasonably necessary to inspect the product.

Nothing in this section permits unreasonable deductions or limits mandatory consumer rights.

25. Bundles and Multi-Pack Orders

Clean Shoes Club™ may sell products as discounted bundles or multi-packs.

If any part of a bundle has been used, the entire bundle may no longer qualify for a standard unused-product return.

Where a partial return is accepted, promotional pricing may be recalculated based on the products retained.

For example, if a customer purchases a discounted four-unit bundle and returns only part of it, the remaining products may no longer qualify for the original bundle discount.

Any refund may therefore reflect the actual price applicable to the items retained and returned.

Where an eligible standard return is accepted from a bundle or multi-pack, the 30% restocking fee may apply to the eligible value of the returned item or items after any bundle-price recalculation.

26. Promotional Items and Free Gifts

Where an order includes a free gift, promotional product, or bonus item tied to the purchase, the promotional item may need to be returned with the qualifying order.

Where legally permitted, the reasonable value of an unreturned promotional item may be deducted from the refund.

27. Sale and Final Sale Items

Discounted products generally follow the same return rules unless clearly marked Final Sale before purchase.

Items expressly identified as Final Sale are not eligible for ordinary change-of-mind returns.

This does not prevent claims involving:

damaged items;
defective items;
incorrect items;
or rights required by applicable law.

28. Refund Approval

Submitting a:

refund request;
return request;
damage claim;
defect claim;
dye-transfer claim;
footwear-damage claim;
delivery claim;
non-delivery claim;
or shipping claim

does not automatically mean that a refund will be issued.

Claims are reviewed based on:

available evidence;
product condition;
order records;
tracking information;
customer communications;
applicable law;
and the circumstances of the particular case.

Where appropriate, we may offer:

replacement;
full refund;
partial refund;
store credit;
troubleshooting assistance;
or another reasonable resolution.

29. Refund Method

Approved refunds will normally be returned to the original payment method used for the purchase.

We generally cannot issue refunds to:

a different credit card;
an unrelated bank account;
another person's payment method;
a cryptocurrency wallet;
or another unrelated payment method.

30. Refund Processing Time

Once Clean Shoes Club™ has processed an approved refund, your bank or payment provider may require additional time to credit the funds.

In many cases, this takes approximately 5–10 business days, although actual processing time depends on your bank, card issuer, or payment provider.

If more than 15 business days have passed after we confirm that a refund has been processed, please contact us.

31. Partial Refunds

Where appropriate, we may offer a partial refund.

This may include situations involving:

minor cosmetic issues;
incomplete returns;
reduced product value;
missing components;
or another circumstance where a partial resolution is reasonable.

Any mandatory consumer remedy required by law remains unaffected.

32. Replacement Instead of Refund

For verified:

manufacturing defects;
fulfillment errors;
damaged items;
incorrect items;
or other qualifying issues,

we may offer replacement as an appropriate remedy.

Depending on the circumstances and applicable law, a refund or another remedy may also be available.

33. Fraudulent or Abusive Claims

We reserve the right to investigate suspected fraud or abuse of this Policy.

Examples may include:

repeated refund claims;
false non-delivery claims;
contradictory customer statements;
manipulated photographs;
altered videos;
intentionally damaged merchandise;
attempting to return a different product;
false footwear-damage claims;
duplicate claims;
or attempts to obtain both the merchandise and a refund through deception.

Where credible evidence of fraud or abuse exists, discretionary refunds, replacements, credits, or other benefits may be refused.

Legitimate claims are not denied merely because fraud-prevention procedures exist.

34. Chargebacks and Payment Disputes

If you experience a problem with your order, we strongly encourage you to contact:

support@cleanshoesclub.com

before initiating a payment dispute so that we have a reasonable opportunity to investigate and resolve the matter.

If a chargeback, payment dispute, or bank investigation is initiated, Clean Shoes Club™ and Phiera LLC may provide relevant information and documentation to the applicable:

payment processor;
acquiring bank;
issuing bank;
card network;
shipping carrier;
fulfillment provider;
fraud-prevention provider;
insurer;
or other authorized party.

Depending on the nature of the dispute, such evidence may include:

order and transaction records;
checkout records;
policies applicable at the time of purchase;
billing and shipping information;
IP address or device information where lawfully available;
fraud-screening information;
tracking records;
carrier scans;
proof of dispatch;
proof of delivery;
delivery photographs;
GPS delivery information where available;
signature confirmation;
customer support communications;
return and refund records;
photographs or videos submitted in connection with a claim;
and other information reasonably relevant to the dispute.

Where carrier evidence confirms delivery to the address supplied at checkout and no prior delivery issue was reported to us, that information may be submitted as part of our response to a non-delivery dispute.

We reserve the right, where legally permitted, to restrict future purchases from customers, accounts, addresses, or payment methods associated with fraudulent, abusive, or demonstrably false payment disputes.

Nothing in this section prevents a customer from exercising any lawful right to dispute a transaction.

35. No Automatic Refund Based on Claim Submission

Submitting any claim does not automatically entitle the customer to a refund.

Claims may be reviewed based on:

available evidence;
product condition;
tracking information;
carrier records;
order history;
customer communications;
applicable law;
and the circumstances of the case.

36. Discretionary Exceptions

In appropriate circumstances, we may provide:

goodwill refunds;
partial refunds;
replacement products;
store credit;
waived return requirements;
waived restocking fees;
or another discretionary resolution.

A discretionary exception made for one order does not create an obligation to provide the same exception for another customer or future order.

37. Consumer Rights

Nothing in this Refund & Return Policy is intended to exclude, restrict, or waive any right or remedy that cannot legally be excluded.

Where applicable law provides mandatory consumer rights that conflict with this Policy, those mandatory legal requirements will apply.

38. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes in:

products;
fulfillment;
logistics;
business practices;
technology;
or applicable law.

The current version will be posted on our website with an updated “Last updated” date.

The version applicable to a purchase will generally be the version in effect when the order was placed, subject to applicable law.

39. Contact Us

For questions regarding returns, refunds, damaged products, defective products, delivery issues, or order problems, contact:

Clean Shoes Club™
Operated by Phiera LLC

Email: support@cleanshoesclub.com

Mailing Address:
1309 Coffeen Avenue, STE 1200
Sheridan, WY 82801
United States

Please include your order number when contacting us regarding an existing purchase.