Buyer protection
Return policy.
Every pair is individually inspected, photographed, and listed with an honest condition grade and notes before it ever goes up for sale. Because of that, we don't accept general returns or exchanges — a refund or return is only available if what arrived doesn't match what you ordered or what was shown.
1. When a claim is accepted
We'll accept a refund or return claim only if one of the following is true:
- The size shipped doesn't match the size you ordered.
- The condition of the item received doesn't match the product photos, video, and condition notes shown on the listing at the time of purchase.
2. How to file a claim
Contact us within 24 hours of delivery at 0341 3907007 with your order number and clear photos or video of the item as received, showing the size tag or the specific discrepancy in condition. Claims made after 24 hours, or without supporting photo/video evidence, may not be accepted — condition disputes become difficult to verify with time or once an item has been worn.
3. What isn't covered
- Change of mind, or the item being less appealing in person than expected
- Normal, pre-disclosed signs of wear already described in the condition grade and notes
- Minor lighting/color variation between photos and the physical item
- Damage that occurred after delivery, from use or improper handling
4. Shipping costs
If your claim is approved because we shipped the wrong item or size, or the condition genuinely didn't match the listing, we cover return shipping and either send the correct item or process a refund at no cost to you. If a claim isn't approved, return shipping isn't reimbursed.
5. Refunds
Once we receive and verify the returned item confirms the reported discrepancy, we process your refund within 7 business days to your original payment method. Shipping costs are non-refundable, except when the mistake was ours.
6. Exchanges
For approved wrong-size or wrong-item claims, we'll ship the correct pair once the original is returned to us, or issue a full refund if a replacement isn't available.
Because every listing already shows exact photos, video, and a detailed condition grade, we ask that you review these carefully before ordering — they're the standard we hold every claim against.
Questions before you return something?
We're here to help and want to make sure you have a positive experience with PrimeSoles.