Exchange, Return and Refund Policy
1. Our Policy
Sole Therapy Qatar wants customers to be satisfied with their footwear purchases. This policy explains how to request an exchange, return or refund for shoes and sandals purchased through our website.
This policy operates alongside the applicable consumer protection laws of the State of Qatar.
2. Exchange Period
Customers may request an exchange within 14 days from the date of delivery for eligible purchases.
Exchanges are subject to product availability. Please contact our customer service team before sending an item back.
The 14-day period is our ordinary exchange policy and does not restrict any longer or different entitlement that may apply to defective or non-conforming goods under the law.
3. Conditions for Ordinary Exchanges and Returns
For an ordinary change of mind, size exchange or style exchange, the footwear should:
- Be unused and unworn, with no signs of outdoor use.
- Be returned in its original shoe box and packaging.
- Include original tags and accessories, where applicable.
- Be accompanied by the order confirmation, invoice or other valid proof of purchase.
Customers are encouraged to try on footwear indoors on a clean surface to check the fit.
These conditions do not remove statutory rights relating to defective, damaged, incorrect, misdescribed or non-conforming products.
4. Size and Style Exchanges
Customers may request a different size or style within the 14-day exchange period.
The replacement item is subject to stock availability. If the replacement has a different price, our team will explain the difference before proceeding.
Our team will confirm the exchange arrangements with the customer.
5. Defective, Damaged or Incorrect Items
If you receive footwear that is defective, damaged, incorrect or materially different from the product ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number or proof of purchase.
- A description of the problem.
- Photographs, if available and helpful.
We will review the claim and arrange the appropriate remedy required under Qatar law. Depending on the circumstances, this may include a refund, exchange or free repair.
Claims will not automatically be rejected solely because the ordinary 14-day exchange period has expired.
6. Refunds
For ordinary change-of-mind requests, refund eligibility will be assessed under this policy and applicable law.
Where store credit is offered and legally permitted, the customer may choose to accept it. The credit amount, validity period and redemption conditions will be explained clearly before acceptance.
Store credit will not be imposed where a refund, exchange or repair is legally required.
Approved refunds will normally be returned through the original payment method where possible. For bank-transfer payments, refunds will be arranged using verified payment details.
Processing times may depend on the bank or payment provider. Our team will communicate the applicable process when a refund is approved.
7. Delivery and Return Costs
Standard delivery within Qatar is free of charge.
Where an item is defective, damaged, incorrect or non-conforming, Sole Therapy Qatar will bear return, collection or replacement costs to the extent required by applicable law.
For ordinary change-of-mind exchanges or returns, any applicable costs will be disclosed to the customer before proceeding and charged only where permitted by law.
8. Items Not Eligible for Ordinary Change-of-Mind Returns
An ordinary change-of-mind return or exchange may be declined where footwear has been worn outdoors, damaged through customer misuse or returned without required components.
This does not exclude valid claims involving defects, incorrect supply, misdescription or other failures to conform to the purchase agreement.
9. How to Request an Exchange or Return
Contact our customer service team before sending the item back.
Telephone: +974 4472 4532
Email: st.nay@qualitygroup.ae
Website: https://soletherapy.qa
Please include your order number, product name, reason for the request and preferred resolution.
Our team will explain the next steps and confirm the return or exchange arrangements.
10. Complaints
If you are dissatisfied with the handling of an exchange, return or refund request, contact our customer service team using the details above.
We will review your complaint and explain the outcome and available next steps. Customers retain the right to contact the competent Qatar consumer protection authorities.
11. Consumer Rights
Nothing in this policy limits any mandatory rights available under Qatar consumer protection law. Where this policy conflicts with a mandatory legal requirement, the legal requirement will prevail.
Sole Therapy Qatar
Operated by Andy Enterprises Trading
CR No. 219816
Telephone: +974 4472 4532
Email: st.nay@qualitygroup.ae