We have a 10 day time limit and charge a 25% restocking fee for returned orders. In order to be returned, items must remain sealed in their original packaging, and the buyer must pay for return shipping costs. After the item is received, please allow up to 10 business days for the money to be refunded to your card. Custom color orders cannot be returned.
*Once items are ordered, item will be shipped and returns will be under normal return policy.
We have a 5 day time limit and charge a 15% restocking fee for returned active wear orders. In order to be returned, items must have their original packaging, and the buyer must pay for return shipping costs. After the item is received, please allow up to 10 business days for the money to be refunded to your card. Exchanges may be made without a restocking fee. The buyer only pays for return shipping costs. Please email us to receive a return authorization number.
If you are located in the European Union, you have the right to withdraw from your purchase within14 days of receiving your order, without giving any reason.
The withdrawal period expires 14 days from the day you (or a third party you designate) receive the last item in your order. If your order contains multiple items shipped separately, the period begins when you receive the last item.
How to exercise your right of withdrawal
To exercise your right of withdrawal, contact us at wecare@soillholds.com before the withdrawal period expires. You may use the following model withdrawal form, though it is not obligatory:
"I hereby give notice that I withdraw from my contract of sale of the following goods: [product name(s)], ordered on [order date], received on [receipt date]. Name: [your name]. Address: [your address]. Date: [date]."
Condition of returned goods
You may handle and try on items to assess their nature and fit, as you would in a physical store. Climbing shoes and footwear must be returned showing no signs of wear and in their original condition. Shoes showing signs of wear beyond indoor (non-climbing) try-on may be subject to rejection, or a reduced refund to account for any diminished value.
Return shipping
You must return the goods without undue delay and no later than 14 days after notifying us of your withdrawal. You are responsible for the direct cost of returning the goods unless otherwise stated.
Refunds
We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after we receive the returned goods. A restocking fee of15% of the item value will be deducted from your refund. We will use the same payment method you used for the original transaction.
Exceptions
The right of withdrawal does not apply to goods that are clearly personalized or custom-made to your specifications.
