Refund & Return Policy (USA)

Effective Date: July 15, 2026

At Prime Sole, customer satisfaction is our top priority. We are committed to providing high-quality footwear and accessories that meet your expectations. If you are not completely satisfied with your purchase, we offer a fair, transparent, and hassle-free return and refund process.

Please read this policy carefully before requesting a return, refund, or exchange.

1. Return Period

We offer a 30-day return policy, which means you may request a return within 30 days from the date your order is delivered.

To qualify, your return request must be submitted before the 30-day period expires.

Unfortunately, if more than 30 days have passed since the delivery of your order, we will not be able to approve a refund or exchange unless required by applicable law.

2. Return Eligibility

To qualify for a return, your item must meet all of the following conditions:

• The item must be unused, unworn, and in its original condition.

• It must be returned in its original packaging.

• All original tags, labels, accessories, manuals, and inserts must be included.

• A valid proof of purchase or order confirmation must accompany the return.

For hygiene and quality assurance reasons, we cannot accept returns of products that have been:

• Used or worn

• Washed or cleaned

• Altered or modified

• Damaged due to customer misuse

Prime Sole reserves the right to inspect every returned item before approving a refund or exchange. Returns that do not meet these eligibility requirements may be rejected.

3. Return Shipping Costs

At Prime Sole, we believe in providing a fair, transparent, and easy-to-understand return process. Responsibility for return shipping costs depends on the reason for the return.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged during transit, contains a manufacturing defect, or is different from the product you originally ordered, please contact our customer support team as soon as possible after delivery.

To help us process your request quickly, please provide:

• Your order number.

• A brief description of the issue.

• Clear photos or videos showing the damage, defect, or incorrect item received.

Once your request has been reviewed and approved, Prime Sole will cover the return shipping costs by providing a prepaid return shipping label or alternative return instructions at no additional cost to you.

Change of Mind or Customer Preference

If you wish to return a product because you changed your mind, ordered the wrong size or color, selected the wrong item, or no longer need the product, you may still request a return within our eligible return period.

In these cases:

• You are responsible for arranging the return shipment.

• All return shipping costs are the customer's responsibility.

• Any original shipping charges paid during checkout are non-refundable, unless otherwise required by applicable law.

• We recommend using a trackable shipping service or purchasing shipping insurance, as Prime Sole cannot be held responsible for returns that are lost, delayed, or damaged while in transit.

Please note that all returned items must meet the eligibility requirements outlined in this Return & Refund Policy before a refund or exchange can be approved.

4. Restocking Fee

Prime Sole values customer satisfaction and believes in fair pricing.

We do not charge any restocking fees for eligible returned products.

Restocking Fee: $0

5. How to Request a Return

Returning an item is simple.

Step 1 – Contact Us

Please contact our customer support team and provide:

• Your Order Number

• Reason for the return

• Clear photos of the product (required for damaged, defective, or incorrect items)

Step 2 – Return Approval

Our support team will carefully review your request and typically respond within 24 business hours with return instructions.

Step 3 – Ship Your Item

Once your return has been approved, securely pack the item in its original packaging and send it to the return address provided by our support team.

We recommend using a trackable shipping service for your protection.

6. Refunds

Once we receive your returned item, it will be inspected to verify that it meets our return requirements.

If your refund is approved:

• You will receive a confirmation email.

• Your refund will be issued to your original payment method.

• Most refunds are processed within 5–7 business days, although processing times may vary depending on your bank or payment provider.

If your return does not meet our eligibility requirements, we will notify you and explain the reason your refund request could not be approved.

7. Exchanges

At Prime Sole, we want every customer to be completely satisfied with their purchase. If you would like to exchange an item for a different size, color, or style, we are happy to assist you.

The quickest and most efficient way to complete an exchange is to:

1. Submit a return request for the original item in accordance with this Return & Refund Policy.

2. Once your return request has been approved, securely return the item in its original, unused condition along with all original packaging, tags, and accessories.

3. Place a new order through our website for the preferred size, color, or product.

This process allows us to process your replacement more quickly and helps ensure that your preferred item remains available, as product inventory may change over time.

Please note that exchanges are subject to product availability. If the requested replacement item is unavailable, you may choose another available product or request a refund if your return qualifies under this policy.

If you need assistance selecting the correct size, color, or replacement item, our customer support team will be happy to help throughout the exchange process.

8. Non-Returnable Items

To maintain product quality, hygiene standards, and fair business practices, certain items are not eligible for return, exchange, or refund unless they arrive damaged, defective, or you receive the wrong product.

The following items cannot be returned:

• Personalized or custom-made products created specifically for you.

• Final sale, clearance, or promotional items clearly marked as non-returnable at the time of purchase.

• Products that have been used, worn, washed, altered, or damaged after delivery.

• Items returned without their original packaging, tags, accessories, or valid proof of purchase.

• Gift cards, digital products, downloadable content, or other non-physical items (where applicable).

If you believe you have received a damaged, defective, or incorrect product, please contact our customer support team within 48 hours of delivery. After reviewing your request, we will arrange a replacement, exchange, or refund where applicable.

Prime Sole reserves the right to inspect all returned items before approving any refund or exchange request to ensure compliance with this policy.

9. Customer Responsibilities

To ensure a smooth, fair, and efficient return process, customers are expected to follow the responsibilities outlined below when requesting a return, refund, or exchange.

Customers are responsible for:

• Submitting a return request within 30 days of receiving the order.

• Ensuring that the item is unused, unworn, unwashed, and returned in the same condition in which it was received.

• Returning the product in its original packaging, including all tags, labels, accessories, manuals, and any complimentary items received with the order.

• Providing a valid proof of purchase, such as an order confirmation email or receipt.

• Carefully packaging the returned item to prevent damage during transit.

• Paying return shipping costs when the return is due to a change of mind, selecting the wrong size or color, ordering the wrong product, or any reason that is not the result of our error.

• Following all return instructions provided by our customer support team.

Customers should ensure that all information submitted with their return request is complete and accurate. Failure to comply with the requirements outlined in this policy may result in delays, rejection of the return request, or denial of a refund or exchange.

Prime Sole reserves the right to inspect all returned merchandise before issuing any refund or approving an exchange. Any item that does not meet our return eligibility requirements may be refused.

10. Need Assistance?

Your satisfaction is important to us. If you have any questions regarding returns, refunds, exchanges, or this policy, our customer support team is always ready to assist you.

Please contact us using the information below:

Email: support@primesole.shop

Website: https://primesole.shop

To help us resolve your request as quickly as possible, please include your Order Number, a brief description of the issue, and photos of the product (if applicable) when contacting us.

Our support team aims to respond to all inquiries within 24 business hours and will make every effort to provide a prompt and satisfactory resolution.

📞 Get in Touch

Have a question or need assistance? The Prime Sole Customer Support team is always here to help. Whether you need assistance with your order, products, shipping, returns, refunds, payments, or any general inquiry, we're committed to providing you with prompt, professional, and reliable support.