Return, Exchange & Refund Policy

We want every UPSOLE pair to reach you exactly as it should. If something isn’t right with your order, the policy below explains how exchanges, returns and refunds work.

1. Exchange Window

Unworn UPSOLE footwear may be requested for exchange within 3 calendar days from the date of delivery.

An exchange may be requested for reasons such as size, fit or product preference, provided the footwear meets the eligibility conditions below.

The exchange request must be raised within the 3-day period. Requests submitted after this period will ordinarily not be accepted, except where a remedy is required under applicable consumer law.

2. Returns

UPSOLE does not offer general returns for change of mind, colour preference, fit preference or size selection.

Returns and refunds are available where an eligible product:

• Arrives damaged
• Has a genuine manufacturing defect
• Is different from the item ordered
• Is different from the size ordered
• Is materially different from the product represented or described at the time of purchase
• Otherwise qualifies for a return or refund under applicable law

Where a replacement is appropriate and available, we may first offer the correct or replacement product.

3. Conditions for Exchange

To be eligible for an exchange, the footwear must be returned in its original saleable condition.

The shoes must be:

• Unworn outdoors
• Clean and unused
• Free from dirt, stains, odours or outsole marks
• Free from damage caused after delivery
• Returned with original tags, where supplied
• Returned with the original UPSOLE shoe box and packaging

We recommend trying your sneakers indoors on a clean surface until you are certain about the fit.

Please do not apply courier tape, shipping labels or writing directly onto the original shoe box.

4. Products That Cannot Be Exchanged

A voluntary exchange will ordinarily not be accepted where:

• The request is made after the 3-day exchange period
• The footwear has been worn outdoors
• The outsole shows signs of use
• The footwear has been stained, washed or altered
• The product has been damaged after delivery
• The original packaging or shoe box is missing or materially damaged
• Tags or supplied accessories are missing, where applicable

These conditions do not prevent a customer from raising a legitimate claim relating to a manufacturing defect or another right available under applicable law.

5. Credit Note for Exchanges

A UPSOLE credit note will be generated for approved exchanges.

The credit note will reflect the eligible value of the product originally purchased and can be used toward the approved replacement product.

Where the replacement product has a different selling price, any applicable price difference will be communicated before the exchange is completed.

Credit notes issued for voluntary exchanges are not redeemable for cash.

This does not affect a customer’s entitlement to a monetary refund where a refund is required under this policy or applicable law.

6. Size Exchanges

If the size you ordered does not fit, you may request another available size within the 3-day exchange period.

Size exchanges are subject to stock availability.

For an approved size exchange, UPSOLE will arrange the replacement without additional shipping charges.

If the requested size is unavailable, our customer-support team will inform you of the available options.

7. Damaged, Defective or Incorrect Orders

If you receive a damaged, defective or incorrect product, please contact UPSOLE within 3 days of delivery wherever reasonably possible.

Email us at hello@upsole.com with:

• Your order number
• Name used for the order
• A brief description of the issue
• Clear photographs showing the product and the issue
• Packaging photographs where relevant

We may request additional photographs or information where reasonably necessary to assess the issue.

An unboxing video may help us resolve certain claims more quickly, but the absence of an unboxing video alone will not automatically invalidate an otherwise genuine claim.

Once verified, UPSOLE may offer an appropriate:

• Replacement
• Exchange
• Refund

For verified incorrect, defective or damaged products, UPSOLE will bear the applicable return and replacement shipping costs.

8. Sale and Promotional Orders

Products purchased during an UPSOLE sale or special promotional period are not eligible for voluntary returns.

However, sale products may be exchanged where:

• A different size is required, subject to availability
• The product arrives damaged
• The product has a genuine manufacturing defect
• An incorrect product or size was supplied

Size exchanges for sale products remain subject to availability.

If a qualifying damaged, defective or incorrect sale product cannot reasonably be replaced, UPSOLE will provide the appropriate remedy in accordance with this policy and applicable law.

A sale or discounted price does not affect statutory consumer rights relating to defective, incorrect or materially misrepresented goods.

9. Exchange or Return Process

To request an exchange or qualifying return, contact UPSOLE customer support at:

Email: hello@upsole.co

Please include your order number, order details and the reason for the request.

Our team will review your request and confirm whether it meets the applicable conditions.

Please do not ship a product back independently before receiving return instructions from UPSOLE.

10. Pickup and Replacement

Once an exchange request has been approved, we will arrange reverse pickup where courier service is available at your location.

Our logistics partner will collect the original pair.

The returned footwear may be inspected after reaching us to confirm that it meets the exchange conditions.

Once approved through inspection, the replacement pair will be processed and dispatched separately.

Pickup and replacement may therefore occur on different days.

For approved size exchanges and verified defective or incorrect products, no additional exchange shipping charge will be applied.

11. Inspection of Returned Products

Every returned pair may be inspected before an exchange, credit note or refund is completed.

For voluntary exchanges, we will check that:

• The correct UPSOLE product has been returned
• The shoes remain unused
• The outsole does not show outdoor wear
• The original packaging is present
• The product has not been altered or damaged after delivery

If the returned footwear does not meet the voluntary exchange conditions, UPSOLE may decline that exchange and return the product to the customer.

Claims involving genuine defects, incorrect products or other statutory consumer rights will be assessed separately and fairly.

12. Refunds

Refunds are primarily available when the product received is:

• Damaged
• Defective
• Incorrect
• Materially different from the item ordered or represented
• Otherwise eligible for a refund under applicable law

Once a refund has been approved, UPSOLE will initiate the refund within 7 working days.

For prepaid orders, the refund will ordinarily be sent back through the original payment method.

For Cash on Delivery orders, we may request verified bank-account or UPI details in order to process the refund.

After UPSOLE initiates a refund, the time required for the amount to appear in your account may depend on your bank, card issuer, UPI service or payment provider.

13. What Is Not Considered a Product Defect

Footwear is produced using different materials and manufacturing processes. Small variations that do not materially affect the product may occur between individual pairs or production batches.

Reasonable variations may include differences in:

• Material texture
• Surface grain
• Colour tone
• Suede appearance
• Laser engraving
• Stitching appearance
• Minor finishing characteristics

Product colours may also appear slightly different depending on photography, lighting and screen settings.

Normal wear and tear, incorrect cleaning, improper storage, exposure to unsuitable chemicals or heat, accidental damage, or damage caused by use for an unintended purpose will not ordinarily be considered manufacturing defects.

14. Review of Requests

Every return and exchange request will be reviewed individually based on the information provided, the condition of the returned product and the terms of this policy.

UPSOLE reserves the right to approve or decline voluntary exchanges where the eligibility requirements have not been met.

This discretion will not be exercised to remove or restrict rights or remedies available to customers under applicable Indian consumer law.

15. Orders Purchased Elsewhere

This policy applies to footwear purchased directly through the official UPSOLE website.

If an UPSOLE product is purchased through a marketplace, retailer or other authorised seller, the request may need to be raised through the platform or seller from which the purchase was made, subject to applicable law.

16. Consumer Grievances

If you believe your return, exchange or refund request has not been handled appropriately, you may contact us at:

Email: hello@upsole.co

We aim to acknowledge consumer grievances within 48 hours and endeavour to resolve them within one month, subject to the circumstances and applicable law.

Please include your order number and relevant details so that we can review your concern efficiently.

17. Consumer Rights

Nothing in this Return, Exchange & Refund Policy is intended to exclude or restrict any consumer right that cannot legally be waived.

Where applicable Indian consumer law provides a customer with a greater remedy than this voluntary policy, the applicable legal requirement will prevail.

18. Contact UPSOLE

For questions regarding an exchange, return or refund:

UPSOLE Customer Care

Email: hello@upsole.com

Website: www.upsole.com

Please keep your order number handy when contacting our team.