Squaresole.ai

Refunds & Returns Policy

Refunds & Returns Policy

Last updated: 09/12/2025

1) Overview

Most products sold by SquareSole are made to order (print-on-demand). To keep quality high and reduce waste, production begins shortly after you place an order. Because of this, our policy is designed to be fair to customers while remaining sustainable for a made-to-order model.

2) Made-to-Order (POD) items

  • POD items are produced specifically for you and are not stocked.
  • We happily fix our errors (misprint, flawed stitching, wrong item) with a free replacement or a refund.
  • Changes of mind (style/size/color) after production begins aren’t eligible for refunds, but see Exchanges.

3) Defects, damage, or misprint (on us)

If something arrives damaged, defective, or incorrect, we’ll make it right.

  • Tell us within 7 days of delivery for domestic orders (30 days for international).
  • Please include: order number, brief description, and photos of the defect and the shipping label.
  • We will replace the item at no cost or issue a full refund (your choice). In many cases you won’t need to mail the item back.

4) Exchanges (size/color)

We offer an easy exchange flow to keep you happy with your fit.

  • Window: request within 30 days of delivery.
  • Condition: unworn, unwashed, unaltered, with tags/packaging.
  • How it works: we’ll provide instructions to send your original back. Once scanned in transit, we’ll queue the replacement or issue store credit so you can reorder quickly.
  • Return shipping: customer-paid for size/color exchanges. (Defects are on us.)

5) Change-of-mind returns

  • Window: request within 30 days of delivery.
  • Eligibility: unworn, unwashed, unaltered, in original packaging. We reserve the right to refuse items that show wear.
  • Refund type: store credit to maximize sustainability and keep pricing fair. Original shipping is non-refundable.
  • Return shipping: customer-paid for change-of-mind returns.

6) Non-returnable items

  • Customized/personalized items once produced (unless defective).
  • Final-sale or clearance items marked “Final Sale.”
  • Gift cards and downloadable/digital products.
  • Worn, washed, or hygiene-sensitive items that show use.

7) How to start a return or exchange

  1. Email privacy@squaresole.ai (subject: Return or Exchange) with your order number and reason, plus photos for any defect claim.
  2. We’ll reply with an RMA number and instructions. Returns sent without an RMA may be refused.
  3. Pack items securely; include the RMA inside the parcel.

8) Refund method & timing

  • Defects/our error: full refund to original payment or free replacement.
  • Change-of-mind: store credit (issued when the return carrier scan shows the parcel in transit or when received, depending on the carrier used).
  • Please allow 5–10 business days after receipt/scan for processing. Your bank or card issuer may take additional time.

9) Order changes & cancellations

  • 2-hour grace period after purchase to request changes or cancellation. After production begins, cancellations aren’t guaranteed.
  • If we can stop production, we’ll cancel and refund; otherwise we can help with an exchange after delivery.

10) Lost/late deliveries

  • If tracking shows “delivered” but you can’t locate the package, check with household members/neighbors and your local carrier first.
  • Report as soon as possible: within 14 days of the carrier’s “delivered” scan for domestic orders (30 days for international). We’ll assist with a carrier trace and make it right where appropriate.
  • Refused or unclaimed parcels can be reshipped (reship fee applies) or refunded as store credit less original shipping.

11) International orders

  • Duties/taxes are set by your country and are non-refundable by us.
  • For returns from outside the U.S., customers cover return shipping. We currently do not provide prepaid labels outside the U.S.

12) Contact

We’re here to help. Email us at  squaresole.ai@gmail.com with your order number.