Refund policy
Last updated: March 2025
We stand behind the quality of every product we sell. This policy outlines what you can expect if something isn't right with your order.
1. Our Commitment
Every Solesmith order is packed with care. If something arrives damaged or faulty, we'll make it right. Our returns policy is designed to be straightforward and fair for both parties.
2. Damaged or Faulty Items
If your order arrives damaged or you believe a product is faulty, please contact us within 7 days of receiving your order. To process your claim, we'll ask you to provide:
- Your order number
- A clear description of the issue
- Photos of the damaged or faulty item and its packaging
Once we've reviewed your claim, we'll be in touch within 2 business days. If the damage or fault is confirmed, we will arrange a replacement at no cost to you. Replacements are dispatched subject to stock availability.
We do not require you to return damaged items in most cases, however we may ask you to do so depending on the nature of the claim.
3. Change of Mind
We do not offer refunds or replacements for change of mind purchases. We encourage you to review product descriptions, sizing, and specifications carefully before placing your order. If you have any questions about a product prior to purchasing, please reach out to us and we'll be happy to help.
4. Incorrect Items
If you receive an item that is different from what you ordered, please contact us within 7 days of delivery with your order number and a photo of what you received. We will arrange for the correct item to be sent to you as quickly as possible.
5. Australian Consumer Law
Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law. If a product has a major failure, you are entitled to a refund or replacement. If a product has a minor failure, we may repair or replace the item at our discretion. These rights exist independently of our store policy and cannot be waived.
6. How to Get in Touch
To lodge a return or damage claim, contact our team at [support email] with your order number and details of your issue. We aim to respond to all enquiries within 1–2 business days.