A manufacturing defect refers to issues with workmanship or materials.
It does not cover normal wear and tear, accidental damage, or natural aging/fading of colours, dyes, or materials.
How to Make a Claim
Bring your footwear/product and original receipt to any SoftMoc Retail location (excluding Whitby and North York Outlet) for inspection.
Claims must be made within 6 months of purchase.
For the best experience, call ahead to confirm that a trained Team Member is available.
If you are unable to visit a store, please contact our Customer Care Team directly to inquire about possible alternative return options.
Processing Your Claim
SoftMoc Retail Team Managers are trained to identify defects across all brands we carry.
Claims may be approved or denied.
If approved, you will be offered either:
A replacement of the item, or
A SoftMoc Gift Card as an exchange for the defective product.
Requirements
All claims require a copy of the original receipt.
For guidance or to locate the nearest store, visit the SoftMoc Store Locator.
If submitting a claim by mail, ensure the package includes a copy of the shipping receipt, the original invoice, and a brief description of the issue.
Note: Claims submitted after 6 months from purchase will not be accepted.