Refund and Returns Policy

At SoleX, your satisfaction and comfort come first. If something’s not quite right with your order, we’re here to make it right. Here’s everything you need to know about our return and refund process:

RETURNS & REFUNDS ELIGIBILITY

1. If you receive a pair that’s damaged, defective, or incorrect/incomplete, please reach out to us within 48 hours of delivery. Based on the issue and product condition, your order may qualify for a refund or replacement.
2. Unfortunately, we do not accept returns due to change of mind once the order has been confirmed and shipped.
3. Please refer to specific return eligibility on each product page before placing your order.

VALID REASONS FOR RETURN

• The delivered sneakers are physically damaged or defective.
• You received the wrong model, size, or color.
• The product is missing key components (e.g., laces, insoles, etc.).
• The size received does not match what was ordered.

INVALID REASONS FOR RETURN

• You’ve changed your mind after receiving the product.
• The product is no longer needed or wanted.
• Signs of wear or use are present on the returned item.

CONDITIONS FOR A VALID RETURN

To ensure a successful return, please make sure:

1. The sneakers are unused, unworn, and unwashed.
2. All original tags, accessories, and packaging are intact.
3. The return includes any manuals, freebies, or brand materials that came with the product.
4. The sneakers are returned in their original, undamaged box.

REFUND PROCESS

Once we receive your returned item (typically 2–3 working days after customer dispatch), our team will perform a quality check (1–2 working days).
If approved, your refund will be processed within 7 working days.

Note: Occasionally, logistical or transport delays may slightly extend this timeline, but we’ll keep you updated every step of the way.