RETURN AND REFUND POLICY

We stand behind every pair of shoes we sell and are committed to fair, transparent service in accordance with the Consumer Protection Act 68 of 2008 (“CPA”).

Nothing in this policy limits or replaces your statutory rights under the CPA.

1. Change of Mind (Non-Defective Goods)

Change of mind includes incorrect size selection, style preference, or deciding you no longer want the item.

Online Orders – 7-Day Cooling-Off Right

In terms of Section 44 of the CPA, you may cancel your online order within 7 days of delivery, without providing a reason.

Returned goods must:

  • Be unworn and unused

  • Have all original tags attached

  • Be returned in original, undamaged packaging

  • Not have been worn outdoors

  • Be in resalable condition

Return shipping costs are the responsibility of the customer unless otherwise agreed.

The Grounded Sole may charge a reasonable amount if goods show use or damage beyond what is necessary to examine them.

General Change-of-Mind Returns (Non-Sale Items)

Non-sale items may be returned within 10 days of delivery, provided they meet the conditions above.

Sale and promotional items are not eligible for change-of-mind refunds.

Refund Processing (Change of Mind)

Where goods are returned due to change of mind:

  • A reasonable handling/repacking fee of up to 10% may be deducted where inspection and repackaging are required.

  • This fee does not apply to defective goods or returns exercised under the CPA cooling-off right.

Refunds:

  • Card or online payments will be refunded to the original payment method.

  • EFT refunds require confirmed banking details.

  • Refunds are processed within 10 business days after inspection and approval.

Customers may elect to receive store credit instead:

  • Transferable

  • No expiry

  • Not redeemable for cash

2. Exchanges (Non-Defective Goods)

We understand that fit and style matter.

Non-Sale Items

Non-sale items may be exchanged within 10 days for a size or style of equal value, subject to stock availability.

Conditions:

  • Items must be unworn and unused

  • All tags attached

  • Returned in original box and packaging

Return the item to our warehouse (at your cost).
Once inspected and approved, we will arrange free delivery of the replacement item.

Sale & Promotional Items

Sale and promotional items may be exchanged within 10 days for size or style of equal value (subject to availability).

If no suitable replacement is available, store credit will be issued.

To request a return or exchange:

Email: customerservices@thegroundedsole.co.za
Please include your order number and requested size/style.

Optional In-Person Returns

The Grounded Sole – CT Warehouse
Shop 1, Cavendish Place
12 Cavendish Street
Claremont
Cape Town

3. Defective Goods – 6-Month CPA Warranty

In terms of Section 56 of the CPA, all goods carry an implied warranty of quality for 6 months from date of purchase.

If a product fails to meet the standards of Section 55 of the CPA (quality, durability, or fitness for purpose), you may choose:

  • Repair

  • Replacement

  • Refund

This choice rests with the consumer during the first 6 months.

For confirmed manufacturing defects:

  • Return courier costs will be covered by The Grounded Sole.

  • Assessment will be completed within 3–5 working days of receipt.

Not considered defects:

  • Normal wear and tear

  • Accidental damage

  • Misuse

  • Improper care

Please notify us within a reasonable time after discovering any defect.

4. Returns & Warranty Address

The Grounded Sole – Returns
Shop 1, Cavendish Place
12 Cavendish Street
Claremont
Cape Town, 7708
Tel: 021-674-0497