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Return Policy

Return Policy 

You may return unworn regular priced footwear, in the original packaging purchased through shopsolescience.ca or in a clinic location within 14 days of delivery. Shipping charges from online orders are non-refundable. 

All Clearance items (items sold at a discount of 40% off or greater) are final sale

Footwear 

Shoes must be in new condition (may not have been worn outdoors) and must include the original undamaged packaging. Once shoes have been used they cannot be returned or exchanged. 

For hygienic reasons, the following products are non-returnable: 

  • Bracing products 
  • Socks and compression items
  • Off-the-shelf insoles 
  • Nutrition products 
  • Foam rollers (without packaging) 

Return Shipping Instructions (Online Purchases) 

Please email shop@solescience.ca to request a return - include your full name, order number, the item(s) that you would like to return and the reason why you would like to return the item. A return authorization number is required for an item to be returned to SoleScience. Returns will not be accepted without a return authorization number. 

If you are shipping an item back for a return, no postage is required. The cost of return shipping will be deducted from your refund - $8.95 per package. You can expect a refund in the same form of payment originally used for the purchase. SoleScience will forward a return label to you (via email) for your return shipping.

If return specifications are not met, we will not be able to properly process your return. We will not be held responsible for the loss or damage of returned shipments. If an item is deemed unsuitable for a return, the item will be returned to the client (sender) at the sender’s (client) cost. 

Returning an Item In Store (Online Purchase) 

After approval, you may visit SoleScience to return/ exchange your order instead of shipping it back. Please wait for approval so that the store knows to expect you and to inform you of hours. Please provide all original packaging and proof of purchase. 

Returning an Item in Clinic (Online Purchase) 

After approval, you may visit a SoleScience clinic location to return/ exchange your order instead of shipping it back. You will need to wait for approval so that the clinic knows to expect you and you will require an appointment to process the return. Please provide all original packaging and proof of purchase. 

Please note: This applies only to clinic locations outside of our London location (627 Maitland Street). No appointment is needed to process a return after a Return Authorization is granted. 

Exchange Policy

All orders that qualify for free shipping will also qualify for our exchange policy. Place a new order on our website for the item that you would prefer. Notify our Customer Service Team at shop@solescience.ca of your original and newly placed order numbers. Our Team will send you a pre-paid return Canada Post label by email. Your new order will be on its way and once your existing product is received, a refund will be issued on your original payment method. (See Notable Notes below). Final Sale and Clearance items can not be exchanged or refunded.  

Notable notes: 

  • Pre-paid labels cannot be used outside of Canada
  • The processing of a return parcel can take up to two weeks (14 business days). If it has been more than 14 business days, please contact Customer Service at 1-844-337-7653. 

Warranty & Defective Items Policy 

Please contact our Customer Service Team at shop@solescience.ca with your name, order number, a description of the issue and a photo so that we can assist you quickly. 

Update to Return Policy Regarding Covid-19 

Please note that we are waiting 24 hours before handling all packages delivered to our store as a precaution and to protect our associates. As a result, returns processing may be delayed. 

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