Restitutiebeleid

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

As a sustainable business, we want to discourage standard e-commerce practices such as ordering multiple pairs and returning without regard for shipping costs or CO2 emissions. Therefore, we allow unlimited returns on all non-sale orders within a 30-day window of receipt of the product. The customer will be responsible for the charges of their return. 

Upon the proper receipt of the return in its original packaging and the restocking of the item, we will then proceed to reimburse the customer for the value of the item. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. All orders on sale are final sale. 

To start a return, you can contact us at info@primalsoles.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@primalsoles.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale / promotional items or gift cards. All sale items are final sale. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Recycling your used pair
At the end of your product's life cycle, you will want to return to recycle. First, you will need to replace your existing insoles of course. Once you have received your new Primal Soles, you can then return to recycle your old pair in the same double-resealable paper mailer bag that the new pair came in. Loop closed. Thank you for your contribution towards keeping waste out of our landfills. 

All returns for recycling within the EU can be done through the Recycle link on our website with our European courier partners. For returns outside of the EU, please deliver the returns to your local couriers with the following address: 

Huboo Ref 9326
Huboo Returns
De Run 5303-A
Veldhoven 5503 LW
The Netherlands