Refund policy
DUTYSOLE — EXCHANGE POLICY
At DUTYSOLE, we provide dependable footwear and uniform accessories for police, defence personnel, and other customers. Every order undergoes quality checks before dispatch. If your purchase does not fit or you face an issue with your order, please read the policy below.
This policy applies to orders placed through the official DUTYSOLE website (https://dutysole.com), subject to applicable consumer protection laws in India.
For any exchange request or order issue, contact us at:
Email: dutysole.in@gmail.com
Phone / WhatsApp: 9723079862
1. SIZE EXCHANGES
Exchange requests must be submitted within 7 days of delivery by emailing dutysole.in@gmail.com or messaging 9723079862 .
Exchanges are available for size-related issues only.
One size exchange per order is permitted. If the replacement size also does not fit, you may return the product and receive DUTY CASH (Section 2), subject to inspection, our approval, and the conditions in Section 6.
The replacement must be the same product, style, and colour. A different product may be offered only with our approval.
All exchanges are subject to stock availability and inspection.
You must obtain approval and instructions from our support team before sending the product back. Please do not ship anything without contacting us at dutysole.in@gmail.com or 9723079862 first.
Eligibility of the product:
Unused, unworn, and unwashed, with original packaging, tags, accessories, and invoice.
Footwear must show no outdoor wear, sole damage, or creasing from use. An indoor fit check on a clean surface is acceptable.
If the required size is out of stock: you will receive DUTY CASH for the value of the returned product, except for orders covered by Section 6.
Shipping for exchanges:
For a size exchange, the customer pays return shipping. DUTYSOLE pays for dispatching the replacement.
If the exchange or return is needed because of our error (wrong item, defect, or damage), DUTYSOLE bears all shipping costs.
Timeline: the replacement will be dispatched within [5–7] working days after we receive the product and it passes inspection.
2. DUTY CASH
DUTY CASH is DUTYSOLE’s store credit. Instead of a monetary refund, eligible returns are compensated with DUTY CASH.
When DUTY CASH is issued:
A return approved by DUTYSOLE after inspection.
A size exchange is not possible (size out of stock, or the second size also does not fit).
An order is cancelled or cannot be fulfilled by us.
A product is defective, damaged, incorrect, or materially different from its description, and the customer chooses DUTY CASH instead of a replacement or repair.
How it works:
DUTY CASH is credited to your DUTYSOLE account, equal to the amount actually paid by you for the returned product.
DUTY CASH is credited within [5–7] working days after the returned product is received and approved.
Validity: 1 year from the date of crediting. Unused DUTY CASH expires after this period.
It can be used on any purchase on the official DUTYSOLE website, fully or partly, along with other payment methods.
DUTY CASH is non-transferable and cannot be converted to cash or bank transfer.
DUTY CASH is linked to the registered account on which the order was placed.
No monetary refund is offered for change of mind or size preference.
For DUTY CASH queries, contact dutysole.in@gmail.com or 9723079862
3. DAMAGED, DEFECTIVE, INCORRECT, OR MISSING PRODUCTS
Please inspect your parcel on delivery. Report transit damage, an incorrect item, or a missing item within 48 hours of delivery. Report a manufacturing defect within 7 days of delivery, or as soon as you notice it. Late reports will still be reviewed fairly.
Report the issue at dutysole.in@gmail.com or 9723079862 and share:
Order number and registered contact details
A clear description of the issue
Photographs of the product and packaging
A photograph of the shipping label and invoice, if available
An unboxing video
The absence of an unboxing video will not by itself invalidate a claim if other evidence exists.
After verification, we will offer a repair, replacement, exchange, or DUTY CASH. DUTYSOLE bears reasonable shipping costs for approved claims.
4. SOCKS
For hygiene reasons, socks cannot be exchanged or returned for change of mind or size preference. If socks arrive damaged, defective, or incorrect, contact us at dutysole.in@gmail.com or 9723079862 within 48 hours of delivery with clear photographs. The socks should be unused and unwashed.
5. UNIFORMS AND ACCESSORIES
Unused accessories (belts, cross belts, caps, gloves, scarves, nameplates, lanyards, etc.) follow the standard exchange rules in Section 1.
For uniforms or items made, altered, or personalised to your measurements or instructions, please verify all details before confirming the order. A voluntary exchange or return is not available for change of mind or customer-provided measurement errors.
If such an item is defective or does not match the confirmed specifications, we will resolve it under Section 3.
6. OFFERS, COUPONS, AND DUTY CASH PURCHASES (NO REFUND / NO DUTY CASH)
If any product is purchased using an Offer, a Coupon code, or DUTY CASH:
No refund will be given for that product.
No DUTY CASH will be issued in place of a refund if that product is returned.
Only a size exchange (Section 1) may be available, subject to stock availability and inspection.
Any additional condition for a particular offer will be shown clearly before checkout.
Products sold as seconds, samples, or with disclosed cosmetic imperfections may have additional conditions, communicated before purchase.
This section applies to change of mind and size-related returns. It does not affect your legal rights where a product is defective, damaged, incorrect, or materially different from its description (Section 3).
7. HOW TO REQUEST AN EXCHANGE
Step 1: Check eligibility.
Make sure it is within 7 days of delivery, the product is unused, unworn, and unwashed, and it is not a sock or a made-to-measure item.
Step 2: Contact DUTYSOLE.
Send your request by email to dutysole.in@gmail.com or 9723079862
Step 3: Share the following details in your message:
Full name
Order number
Registered mobile number and email ID used on the order
Product name and colour
Size purchased
Size required
Date of delivery
Photographs of the product (front, sole, tag) and the original packaging
Pickup / return address and PIN code
Sample message:
Subject: Size Exchange Request – Order No. []
Name: []
Order No.: []
Registered Mobile / Email: []
Product & Colour: []
Size Purchased: [] | Size Required: []
Delivery Date: []
Address & PIN: [____]
(Photos attached)
Step 4: Wait for approval.
Our team will confirm stock availability and send you return instructions. Do not ship the product before receiving our approval.
Step 5: Pack the product.
Pack it securely with the original box, tags, accessories, and invoice.
Step 6: Send it as instructed.
Ship or hand over the product as per our instructions. Keep the tracking / receipt proof.
Step 7: Inspection and replacement.
After we receive the product and it passes inspection, we will dispatch the replacement within [5–7] working days. If the size is unavailable, Section 1 and Section 6 apply.
For any help during this process, contact dutysole.in@gmail.com or 9723079862
8. ORDER CANCELLATION AND CHANGES
Requests to cancel or change the size, address, or contact details before dispatch can be made at dutysole.in@gmail.com or 9723079862 and will be considered based on order status. After dispatch, size changes are handled through the exchange process. For orders we cannot fulfil, the amount paid will be handled as DUTY CASH or as required by law.
9. PRODUCT VARIATIONS AND CARE
Leather naturally varies in grain, texture, and colour. These minor variations are not defects. However, material defects, damage, or products that differ materially from their description remain eligible for a remedy.
Damage from misuse, improper maintenance, unauthorised alterations, or normal wear and tear may not qualify for a voluntary exchange or free repair, subject to applicable law.
10. INSPECTION AND DECISION
Returned products may be physically inspected. We may decline an exchange or DUTY CASH if the product is used, altered, damaged after delivery, or returned without required components. We will explain the reason and next steps in writing.
11. CONTACT AND GRIEVANCE OFFICER
DUTYSOLE
Website: https://dutysole.com
Email: dutysole.in@gmail.com
Phone / WhatsApp: 9723079862
Support hours: Mon–Sat, 10 AM – 6 PM IST
Grievance Officer: Yash Chauhan
Email: dutysole01@gmail.com | Phone: 9723079838
Complaints are acknowledged within 48 hours and resolved within one month, as per the Consumer Protection (E-Commerce) Rules, 2020.
12. POLICY UPDATES AND LEGAL RIGHTS
We may update this policy from time to time. The version on our website applies to future orders. Nothing in this policy limits or excludes any right you have under applicable Indian consumer law, including any right to a refund where the law requires it.
