Returns & Refunds.
We want you to shop with confidence. Learn about our return process, eligibility, refunds and what to do if there is an issue with your order.
Contact Us First
Please contact our team before sending any item back so we can guide you through the process.
Item Condition
Returned items should be unused, in suitable condition and accompanied by applicable packaging or accessories.
Review & Refund
Once an eligible return is reviewed, the applicable refund or replacement process can be initiated.
When can I request a return?
Return requests may be considered when an item is damaged, defective, incorrect, or otherwise qualifies under our applicable return terms.
- Contact us as soon as possible after receiving your order if there is a problem.
- Provide your order details and a clear description of the issue.
- Photos or videos may be requested to help us assess the issue.
- The returned product may be inspected before a return, replacement or refund is approved.
Important
Do not ship a product back without contacting us first. Returns sent without prior approval or instructions may not be accepted.
Condition of returned items
To help us process your request smoothly, please keep the product and its packaging in the condition in which you received it.
- Items should generally be unused and in resalable condition unless the return is due to a defect or incorrect item.
- Original packaging, tags, accessories and included parts should be retained where applicable.
- Products showing damage caused after delivery may not qualify for a return.
How to request a return
Contact Us
Send us your order information and explain the reason for the return.
Review
Our team will review the request and provide the next steps if the return qualifies.
Send or Resolve
Follow the instructions provided for returning, replacing or resolving the order.
How refunds work
Approved refunds are handled according to the payment method, order circumstances and applicable refund terms.
Refund review
Once an eligible returned item has been received and reviewed, we will determine the applicable refund or replacement outcome. Processing and banking times may vary depending on the payment method or financial institution.
Items that may not qualify
Certain products or situations may not be eligible for return. Eligibility can depend on product type, condition and the reason for the return.
- Items damaged through misuse, improper handling or normal wear.
- Items returned without the required components or packaging, where applicable.
- Items that do not meet the applicable return conditions.
If you are unsure whether your item qualifies, please contact us before sending anything back. We can review your situation and explain the next steps.
Received a damaged or incorrect item?
We're here to help. Please contact us with your order number and details of the problem. Clear photos or videos can help us investigate and resolve the issue more quickly.
Need help with your order?
Contact the Sole Vibes team for assistance.
Common questions
Do I need to contact you before returning an item?
Can I return an item because I changed my mind?
What if my item arrives damaged?
How long does a refund take?
Can I exchange an item instead of receiving a refund?
SOLE VIBES — PREMIUM PRODUCTS • TRUSTED QUALITY