Order Policy

All Sales Final (No Returns / No Refunds)

Because our products are commercial equipment, all orders are final. We do not accept returns or exchanges, and payments are non-refundable once an order is placed. This includes situations where a customer changes their mind or decides the product is not a fit after use.

If Something Arrives Wrong or Damaged (14-Day Notice Requirement)

If your order arrives damaged in transit or you receive the wrong item, contact us within 14 days of delivery at contact@solemateco.com with your order number and clear photos of the packaging and item(s). If verified, we will, at our discretion, provide replacement parts or other support to correct the order. Refunds are not provided.

12-Month Limited Warranty (From Delivery Date)

All SoleMate machines include a 12-month limited warranty covering defects in materials and workmanship under normal use (the "Warranty Period"). The Warranty Period begins on the delivery date shown by the carrier's tracking confirmation. Warranty does not cover misuse, abuse, accident, modification, improper installation, or normal wear and tear. To prevent delays and ensure the correct fix, we require remote troubleshooting and supporting photos/videos before providing warranty parts or authorizing a return. Warranty remedies are limited to repair and/or replacement parts, at SoleMate's discretion. Warranty service does not constitute a return or refund.

To the extent permitted by law, any implied warranties, including merchantability and fitness for a particular purpose, are limited in duration to the 12-month Warranty Period. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary by state.

Warranty Shipping

For warranty claims approved within the Warranty Period, SoleMate ships replacement parts by standard ground service within the United States at SoleMate's cost. For international orders, customers are responsible for shipping, duties, taxes, VAT, brokerage fees, and customs charges. If SoleMate authorizes a return for repair (RMA), the customer is responsible for shipping the machine to SoleMate, and SoleMate pays standard ground return shipping within the United States after warranty repair is completed.

Out of Warranty (Paid Repair)

After the Warranty Period ends, repair support is offered as a paid service. Customers are responsible for parts, labor, and all shipping costs. SoleMate will provide a quote for approval prior to performing paid repairs.

Refused Delivery / Undeliverable Shipments

If a shipment is refused, returned to sender, or undeliverable due to an incorrect address or recipient action or inaction, the customer is responsible for any resulting shipping, return shipping, storage, and re-delivery fees. The carrier's "delivered" tracking scan governs proof of delivery.

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