Refund and Exchange Policy

Effective date: 3 August 2026

No refunds — qualifying exchanges only

Sole Culture does not offer refunds for change-of-mind, incorrect size or colour-selection requests. An exchange is available only when the footwear meets every eligibility requirement below.

At Sole Culture, we want every pair of shoes to feel right. Eligible footwear may be exchanged for another available size, colour or qualifying pair in accordance with this policy. Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or other applicable South African law.

Exchange eligibility

To request an exchange, contact support@soleculture.co.za within 7 calendar days after delivery. Please include your order number, the item you want to exchange and the replacement size or colour requested.

An exchange will be considered only where the shoes:

• are unworn outdoors, unused, unwashed and in resalable condition;
• have clean, unmarked outsoles and footbeds, with no creasing, scuffs, stains, odours or other wear;
• are returned as a complete pair in the original shoe box with all labels, tissue, dust bags and accessories supplied; and
• are accompanied by proof of purchase.

Please try shoes on indoors, preferably on carpet or another clean, soft surface, and wear clean socks where appropriate. Footwear returned with marked soles, worn footbeds, stretched straps or damaged packaging may be refused.

Exchange process and costs

Do not send an item back before receiving exchange instructions and the approved return address from us. Unless the item is defective, damaged, incorrect or applicable law provides otherwise, the customer is responsible for return shipping and the cost of shipping the replacement item. Original delivery charges are not refundable for a voluntary exchange.

Exchanges depend on the requested shoe size and colour being in stock. If the replacement is unavailable, we may offer another pair of equal value or Sole Culture store credit. Any price difference and applicable replacement-delivery charge must be paid before dispatch.

No cash or card refund will be issued for an approved voluntary exchange. Store credit, where offered because a suitable replacement is unavailable, is not redeemable for cash.

Items not eligible for voluntary exchange

• Items returned outside the stated exchange period;
• Shoes worn outdoors or returned with marked soles, footbed impressions, creasing, scuffs, odours or damage;
• Footwear that has been washed, repaired, resoled, altered or treated with cleaning or waterproofing products;
• Shoes without their original box, labels, accessories or proof of purchase;
• Gift cards, personalised footwear and shoes marked final sale, unless applicable law requires otherwise.

Incorrect, damaged or defective goods

Please notify us as soon as reasonably possible and include clear photographs of the item and packaging. Where goods are defective, unsafe, unsuitable, not as described or otherwise fail to meet applicable legal standards, we will provide the remedy required by South African law. Depending on the circumstances and the customer's statutory choice, this may include repair, replacement or a refund. Approved defective or incorrect returns will be handled at our cost where required by law.

Online cancellation rights

Where the statutory cooling-off provisions for an electronic transaction apply, customers may exercise those rights within the legally prescribed period. Statutory exclusions may apply, and the customer may be responsible for the direct cost of returning goods where permitted by law. Any legally required refund will be processed within the period required by applicable law.

Contact

For an exchange or statutory return request, email support@soleculture.co.za. Unauthorised returns may be refused or returned to the sender.