Returns & Refund Policy

Returns & Refund Policy

We want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a straightforward returns and refund process.

Return Eligibility

To be eligible for a return, your item must be:
• Unworn and in original condition
• In original packaging
• Returned within 30 days of purchase
• Not a final sale or custom order item

Custom Order Returns

Custom orders are final sale and cannot be returned unless the item is defective or significantly differs from the agreed design.

If you believe your custom order has a defect, you must contact us within 5 days of receipt.

Cleaning Service Returns

Cleaning services are final. However, if you're unsatisfied with the results, we offer a free re-clean or full refund.

Ready-Made Product Returns (30-Day Window)

Items purchased from our Shop All Trainers collection can be returned within 30 days for a full refund.

How to Return

Step 1: Contact Us
Email: Solesurgeoncleans@gmail.com
Phone: +447553360247
Include your order number and reason for return.

Step 2: Receive Return Instructions
We'll provide you with a return shipping label and instructions.

Step 3: Ship Your Item
Pack your item securely and use the provided label.
Keep your tracking number.

Step 4: Inspection & Refund
Once we receive your item, we'll inspect it within 3 business days.
If eligible, we'll process your refund.
Refunds are issued to the original payment method.

Refund Timeline

Refunds are processed within 5-7 business days of us receiving and inspecting your return.
Depending on your bank/payment provider, it may take an additional 5-10 business days for the refund to appear in your account.
We'll send you a confirmation email once your refund has been processed.

Non-Returnable Items

The following items cannot be returned:
• Items showing signs of wear or damage
• Customized or altered items
• Items purchased on final sale
• Cleaning services (unless unsatisfied with results)
• Custom-ordered trainers

Defective Items

If your item arrives defective or damaged, please:
1. Contact us within 48 hours of receipt
2. Provide photos of the defect
3. We will replace the item or offer a full refund

Email: Solesurgeoncleans@gmail.com

Exchange Policy

If you'd like to exchange an item for a different size or product, please:
1. Contact us within 14 days of purchase
2. Return the original item per our return process
3. Purchase the new item (if a different price, you'll be charged/refunded the difference)

Shipping Costs

We cover return shipping within the UK for defective items.

For change-of-mind returns, you're responsible for return shipping costs. We recommend using a tracked service.