At PRIMESOLE INDUSTRIES LLC, we want customers to have a clear understanding of our return, exchange, and refund procedures. This Refund and Return Policy applies to purchases made through our website within the United States.

1. Return Period

Customers may request a return within 30 days of the date the order was delivered.

To be eligible for a return, the item should meet the following conditions:

  • The item must be unworn and unused.
  • The item must be in its original condition.
  • The item should be returned with the original packaging and applicable accessories.
  • The item must not show signs of use, washing, alteration, or damage caused after delivery.
  • Proof of purchase or the original order information must be provided.

Items that do not meet the applicable return requirements may be refused or may be subject to a reduced refund where permitted by applicable law.

2. How to Request a Return

Before sending an item back, please contact our customer service team to request return instructions.

Please provide:

  • Order number
  • Customer name
  • Email address used for the order
  • Product name
  • Reason for the return

After reviewing the request, we will provide the applicable return instructions.

Please do not send a return to the address below until you have contacted us and received return instructions, as the designated return location may vary depending on the order.

3. Return Address

Unless otherwise instructed by our customer service team, approved returns should be sent to:

PRIMESOLE INDUSTRIES LLC
1739 DUNCAN WAY
CORONA, CA 92881
United States

Customers should retain the return shipment tracking information until the return has been fully processed.

4. Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or other reasons not caused by an error or product issue on our part, the customer may be responsible for the return shipping cost.

If an item arrives damaged, defective, or incorrect due to an error on our part, please contact us before returning the item. After reviewing the circumstances, we will provide appropriate return instructions.

5. Exchanges

We may accept exchanges for eligible items, subject to product availability.

To request an exchange:

  1. Contact our customer service team within 30 days of delivery.
  2. Provide your order number and the product you wish to exchange.
  3. Confirm the replacement size or product requested.
  4. Follow the return instructions provided by our customer service team.
  5. Send the original item back in accordance with the applicable return requirements.

Exchanges are subject to availability. If the requested replacement is unavailable, we may offer a refund or another appropriate solution where applicable.

6. Damaged, Defective, or Incorrect Items

If you receive footwear that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Please include your order number and, where appropriate, clear photographs showing the issue. We will review the information and determine the appropriate resolution, which may include a replacement, exchange, or refund.

Customers should not return damaged, defective, or incorrect products without first contacting us for instructions.

7. Refund Processing

Once an approved return is received, our team will inspect the returned item and verify that it meets the requirements of this policy.

Approved refunds are generally processed within 3 business days after the return has been received and approved.

Refunds will be issued to the original payment method used for the purchase. After we process the refund, the time required for the funds to appear in your account may depend on your bank, credit card company, or payment provider.

8. Non-Returnable Conditions

A return may not be accepted when the item:

  • Has been worn or used beyond reasonable inspection.
  • Has been damaged through customer misuse or improper handling.
  • Has been altered or modified.
  • Is missing essential original packaging or accessories where applicable.
  • Is returned outside the 30-day return period without an applicable legal right or prior authorization.

Nothing in this policy is intended to restrict any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

9. Order Cancellation

If you need to cancel an order, please contact us as soon as possible after placing the order. Because orders may enter processing shortly after purchase, cancellation cannot always be guaranteed.

If an order has already been shipped, the customer may need to follow the applicable return procedure instead.