# Return & Exchange Policy

## Our Promise to You

At Sole Mate, your satisfaction is the priority. You get a **14-day return or exchange window** and a one-year warranty against manufacturing defects.

### ✨ Limited Time Offer

We are currently including the **Lifetime Base Warranty for FREE** with your purchase! This covers exchanges if the base is damaged under program terms. Usually AED 99, yours for free for a limited time only.

* * *

### Return Window

-   14 days from delivery.
-   Applies to UAE and eligible international orders.

### Eligible Condition

-   Unused, unworn, unaltered.
-   Original packaging, inserts, and tags/security labels intact.
-   Try-on on a clean indoor surface only; no outsole wear, creasing, scuffs, stains, or odors.
-   Sets/bundles returned complete.

### Non-Returnable

-   Final-sale/clearance when marked at purchase.
-   Gift cards/store credit.
-   Items outside the 14-day window or not meeting condition standards.

* * *

### Exchanges (Size/Color)

One exchange per line item within 14 days, subject to stock. If exchanging to a higher price, the customer pays the difference.

### Defective, Damaged, or Wrong Item

Report within 48 hours of delivery with photos and airway bill number. We arrange pickup and send a replacement; if unavailable, we refund.

### Fees & Refunds

-   **UAE:** Exchange pickup is free.
-   **International:** Customer pays return shipping and any duties/taxes. Refused deliveries are treated as returns with applicable deductions.
-   **Method:** Refunds are issued to the original payment method.
-   **Store Credit:** Partial refunds in exchange cases will be issued as store credit.
-   **Timing:** Issued after quality check; banks typically post within 5–10 business days.

* * *

### Complimentary Bag and Gifts

One complimentary Sole Mate Bag per order. Return the bag with a full-order return. If you keep the bag while returning the rest, we deduct its standalone price.

### How to Start a Return or Exchange

1.  Email **info@solemate.ae** with order number, item(s), and reason.
2.  We confirm eligibility and schedule a pickup (UAE) or provide return instructions (international).
3.  On receipt, we inspect the item(s).
4.  We process the exchange or refund and email confirmation.

* * *

### Warranty vs Returns

-   **Returns:** Change-of-mind and sizing within 14 days.
-   **Warranty:** Manufacturing defects after 14 days. (Tops: 1-year; Bases: **Lifetime Warranty** included free for a limited time).

### Legal & Security

We may refuse returns or close accounts for excessive abuse or fraud. This policy operates alongside applicable UAE consumer rules. Where law provides stronger rights, the law prevails.

---

> Source: [Sole Mate](https://solemate.ae/pages/return-amp-exchange-policy)