Refund policy
Returns, Exchanges & Warranty Policy
The Grounded Sole Online Store
At The Grounded Sole, we stand behind every product we sell and are committed to fair, transparent service in accordance with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act ("ECTA").
Nothing in this policy limits or replaces your statutory rights under South African law.
1. Change of Mind Returns
A change of mind includes incorrect size selection, style preference, ordering the wrong product, or deciding that the item is no longer suitable.
Online Orders – 7-Day Cooling-Off Period
In terms of the Electronic Communications and Transactions Act (ECTA), customers may cancel an online purchase within 7 days of receiving the goods.
To qualify for a cooling-off return:
Items must be unworn and unused.
All original tags must be attached.
Original packaging must be intact.
Shoes must not have been worn outdoors.
Products must be returned in resalable condition.
Return shipping costs are the responsibility of the customer unless otherwise agreed.
Where permitted by law, The Grounded Sole may deduct a reasonable amount where goods have been used, damaged, or handled beyond what is reasonably necessary to assess them.
Refund Processing – Cooling-Off Returns
Refunds will be processed once the goods have been received and inspected.
Refunds will be made to the original payment method wherever possible.
Refunds are typically processed within 10 business days after approval.
Extended Change of Mind Returns – Non-Sale Items
As a customer service benefit, non-sale items may be returned within 10 days of delivery, provided they meet the return conditions above.
Handling, Inspection & Restocking Fee
For extended change-of-mind returns outside the statutory cooling-off period, a reasonable handling, inspection and restocking fee of up to 10% may be deducted where inspection, repackaging, administration and payment processing costs have been incurred.
This fee does not apply to:
Defective products.
Returns exercised under statutory consumer rights.
Store Credit
Customers may elect to receive store credit instead of a refund.
Store credit is fully transferable.
Store credit has no expiry date.
Store credit is not redeemable for cash.
2. Exchanges
We understand that fit and comfort are important when purchasing barefoot footwear online.
Non-Sale Items
Non-sale items may be exchanged within 10 days of delivery for an alternative size or style, subject to stock availability.
Items must be unworn and unused.
All original tags must be attached.
Original packaging must be intact.
Customers are responsible for return shipping costs.
Once the returned item has been received and approved, The Grounded Sole will provide complimentary onward delivery of the replacement item.
Sale & Promotional Items
Sale and promotional items may be exchanged within 10 days of delivery for a different size or style of equal value, subject to availability.
If a replacement size or style is unavailable, store credit will be issued.
Please note:
Sale items purchased online remain subject to the statutory 7-day cooling-off period under ECTA.
After the cooling-off period has expired, sale items are not eligible for refunds due to change of mind.
How To Request A Return Or Exchange
Email: customerservices@thegroundedsole.co.za
Please include:
Your order number.
Reason for return or exchange.
Requested replacement size or style (if applicable).
Optional In-Person Returns
The Grounded Sole – CT Warehouse
Shop 1, Cavendish Place
12 Cavendish Street
Claremont
Cape Town
3. Defective Goods – 6 Month Warranty
In accordance with Section 56 of the Consumer Protection Act, all products carry a 6-month implied warranty of quality.
If a product fails to meet the requirements of Section 55 of the CPA relating to quality, durability or fitness for purpose, the customer may choose:
Repair.
Replacement.
Refund.
This election remains the customer's right during the first 6 months after purchase.
Confirmed Manufacturing Defects
Return courier costs will be covered by The Grounded Sole.
Assessments are generally completed within 3–5 working days of receipt.
What Is Not Considered A Manufacturing Defect
Normal wear and tear.
Sole wear from use.
Accidental damage.
Damage caused by misuse.
Damage caused by improper care.
Cosmetic wear consistent with age and use.
Please notify us as soon as reasonably possible after discovering any potential defect.
4. Returns & Warranty Address
The Grounded Sole – Returns
Shop 1, Cavendish Place
12 Cavendish Street
Claremont
Cape Town, 7708
Tel: 021-674-0497
Email: customerservices@thegroundedsole.co.za