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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're currently including the Lifetime Base Warranty at no charge on every base. 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 that includes a base or a set. 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

  • Email info@solemate.ae with order number, item(s), and reason.

  • We confirm eligibility and schedule a pickup (UAE) or provide return instructions (international).

  • On receipt, we inspect the item(s).

  • 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.