Refund policy
Return and Refund Policy
Last Updated: October 22, 2024
1. Introduction
Welcome to Sole Spray Inc. (“Sole Spray,” “we,” “our,” “us”). This Return and Refund Policy outlines the terms and conditions related to the return of products and the issuance of refunds for wholesale orders placed by authorized retailers. By placing an order with us, you agree to the terms specified below.
2. No Returns Policy
2.1 No Returns Accepted
Sole Spray Inc. does not accept returns for wholesale orders. We encourage all authorized retailers to carefully review their order details, including product quantities and specifications, before finalizing their purchase. Ensuring the accuracy of your order at the time of placement helps prevent any issues related to returns.
2.2 Exceptions to the No Returns Policy
While we do not accept returns for wholesale orders, there are specific circumstances under which refunds may be issued. These exceptions are strictly limited to the following cases:
• Damaged Products: If any items in your order arrive damaged or defective.
• Incorrect Orders: If the products received do not match the items ordered.
3. Refunds
3.1 Eligibility for Refunds
Refunds are only available under the following conditions:
• Damaged or Defective Products: Products that arrive damaged, defective, or not as described.
• Incorrect Shipments: Orders where the received products do not match the items ordered.
3.2 Refund Process
To request a refund for eligible cases, please follow these steps:
1. Contact Us Promptly: Notify us within 7 days of receiving your order by emailing info@solespray.com.
2. Provide Necessary Information:
• Your order number.
• A detailed description of the issue.
• Photographic evidence of the damage or discrepancy.
3. Review and Verification: Our team will review your request and may require additional information to verify the issue.
4. Resolution:
• Replacement: We may offer a replacement for damaged or incorrect items.
• Refund: If a replacement is not feasible, a refund will be issued to the original payment method or as store credit, at our discretion.
3.3 Non-Refundable Items
The following items are not eligible for refunds:
• Non-Damaged and Correct Products: Products that are undamaged and correctly ordered.
• Custom Orders: Specially ordered or customized products, if applicable.
4. Shipping Costs for Refunds
4.1 Refund of Shipping Fees
• Standard Shipping Fee: The flat shipping fee of $30 CAD applied to your wholesale order is non-refundable, except in cases where Sole Spray Inc. is at fault (e.g., damaged or incorrect items).
4.2 Return Shipping (If Applicable)
• Sole Spray Inc. Responsibility: If the refund is due to our error (damaged or incorrect products), we will cover the cost of return shipping.
• Customer Responsibility: In cases where the refund is not due to our error, any return shipping costs will be the responsibility of the customer.
5. Timeline for Refunds
Once your refund request is approved, the refund will be processed within 10 business days. The time it takes for the refund to appear in your account may vary depending on your payment provider or bank.
6. Changes to This Return and Refund Policy
We reserve the right to modify or update this Return and Refund Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services following the posting of changes constitutes your acceptance of the updated policy.
7. Contact Us
If you have any questions or concerns regarding our Return and Refund Policy, please contact us at: info@solespray.com