Refund and Returns Policy

Return & Refund Policy (B2C Retail & B2B Wholesale)

Initial Effective Date: March 15, 2018

Last Revised: August 10, 2026

Document Version: v5.1

Policy Overview & Compliance History

At FLUXSOLE (“we,” “our,” “us,” or the “Company”), accessible via https://flux-sole.com, we serve both individual retail customers (B2C) and commercial business accounts/wholesale partners (B2B). Since 2018, we have maintained a transparent, fair, and structured returns system tailored to different order volumes and purchasing channels.

  • Version 1.0 (March 2018): Initial storefront return policy launched.
  • Version 3.0 (February 2024): Updated digital return authorization (RMA) procedures.
  • Version 5.1 (Current): Integrated comprehensive B2B Wholesale & Bulk Order Terms alongside updated B2C Retail Customer Guarantees under primary domain flux-sole.com.

SECTION A: B2C Retail Customer Policy (Individual Orders)

This section applies to single-pair and general retail purchases made directly through our website store.

1. 30-Day Standard Retail Return Window

Retail customers enjoy a 30-day return policy, allowing you to request a return or size exchange within 30 calendar days after package delivery.

To be eligible for a standard retail return:

  • Condition: Items must be unworn, unused, unwashed, and tried on indoors on carpeted surfaces only.
  • Packaging: Must include original shoe boxes, tags, dust bags, and accessories in undamaged condition.
  • Proof of Purchase: Valid order number or receipt from flux-sole.com.

2. Damaged, Defective, or Incorrect Retail Items

If a retail order arrives damaged, defective, or with incorrect sizing/models, contact us within 7 calendar days at [email protected] with photos or videos. Upon verification, we will provide a 100% free replacement or full refund (including shipping costs).

3. Retail Return Shipping Fees

  • Defective/Incorrect Items: FLUXSOLE covers all return logistics costs or issues a pre-paid return label.
  • Buyer’s Remorse / Size Preference: Customers are responsible for direct return shipping costs. Initial express shipping fees are non-refundable.

SECTION B: B2B Wholesale & Bulk Order Policy (Commercial Accounts)

This section applies to wholesale buyers, distributors, corporate accounts, and any bulk purchase exceeding 10 pairs or processed under commercial wholesale invoices.

1. Final Sale Policy (No Unreasonable Returns)

Due to discounted commercial pricing, volume inventory allocation, and logistics costs, all B2B wholesale transactions are strictly final. We do not accept returns, exchanges, or refunds on wholesale orders for reason of:

  • Buyer’s remorse or change of mind.
  • Overstock, slow sales, or market demand shifts.
  • Buyer’s incorrect size distribution forecasting.

2. Strict 7-Day Inspection Window & Claim Protocol

B2B shipments must be thoroughly inspected upon arrival.

  • Claim Timeline: Any claims regarding missing pairs, transport damage, or manufacturing defects must be submitted in writing within 7 calendar days of delivery.
  • Evidence Required: Claims must include the packing list, order reference number, and high-resolution photo/video evidence showing the issue.
  • Unboxing Video Requirement: For claims regarding missing quantities or package damage, a continuous unboxing video recorded prior to opening the master shipping cartons is required.

3. Defective Wholesale Items & Remedies

For verified factory defects or incorrect items delivered in wholesale batches:

  • Verified defective pairs will be credited to your account (Store Credit) or replaced/replenished in your next production run / shipment.
  • Cash refunds for wholesale orders are granted solely at the discretion of FLUXSOLE management under exceptional circumstances.

4. Sample vs. Production Consistency

Wholesale production orders are manufactured or dispatched according to pre-approved pre-production samples (PPS) or batch specification sheets. Minor material, color tone, or stitching variances within industry-standard manufacturing tolerances shall not constitute grounds for return or rejection.

5. Wholesale Order Cancellations

Wholesale orders enter picking, warehousing, or factory production immediately after deposit/payment receipt. Wholesale orders cannot be canceled or altered once sorting, production, or freight dispatch has commenced.

SECTION C: General Processing & Contact

1. Refund Execution & Timelines (Approved Claims)

Once a return or defect claim is approved by our quality control team:

  • Credit Cards: 3 to 7 business days to reflect on bank statements.
  • PayPal / Digital Wallets: Processed within 24 to 48 hours.
  • Bank Wire / B2B Commercial Transfers: Refunded or credited back as agreed upon in writing.

2. Corporate Contact Details

For both retail return requests and wholesale claim submissions, please contact our administrative department:

This is a sample page.

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Contact us！

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You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.