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. For Bases, add an optional lifetime warranty for a one-time AED 99 (exchange if the base is damaged under program terms).

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, pay 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

• UAE—Exchange: pickup free.

• UAE—Refund: AED 20 deducted from the refund.

• International: customer pays return shipping and any duties/taxes. Refused deliveries or uncollected customs are treated as returns with applicable deductions.

Refunds

• Method: original payment method only.

• Timing: issued after our quality check; banks typically post within 5–10 business days.

• Shipping fees, gift wrap, and duties/taxes are non-refundable unless the return is due to our error or a confirmed defect.

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 (exchange or refund).

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 handled under the product warranty (Tops: 1-year; Bases: 1-year with optional lifetime add-on for AED 99).

Abuse and Security

• We may refuse returns or close accounts for excessive abuse, worn returns, or fraud indicators.

Legal

• This policy operates alongside applicable UAE consumer rules. Where law provides stronger rights, the law prevails.