Solo Soles Buyer Protection Policy

Solo Soles is a marketplace connecting independent buyers and sellers.

Unless expressly stated otherwise, Solo Soles does not own, manufacture, inspect, warehouse, or sell third-party items.

Buyer Protection is intended to provide a structured process for resolving certain problems involving marketplace purchases.

Coverage is subject to this Policy, the Terms of Use, Returns and Refunds Policy, and applicable law.

Buyer Protection may apply when:

1. The purchased item never arrives;
2. The buyer receives the wrong item;
3. The buyer receives the wrong LEFT or RIGHT shoe;
4. The shoe's marked size materially differs from the listing;
5. The shoe's listed width materially differs from the item received;
6. The item is materially different from its description;
7. Significant damage or defects were not disclosed;
8. The item is counterfeit;
9. The seller materially misrepresented the item's condition; or
10. Another qualifying marketplace problem occurred that Solo Soles determines warrants protection.

Solo Soles specializes in individual shoes.

Correct LEFT/RIGHT identification is fundamental to every transaction.

Solo Soles uses:

The Platform is designed to display side information repeatedly during:

• Search;
• Listing review;
• Shopping;
• Cart;
• Checkout; and
• Order confirmation.

Seller Sends Wrong Side

If the listing clearly identifies a LEFT shoe but the seller sends a RIGHT shoe, the item is incorrect and Buyer Protection may apply.

If the listing clearly identifies a RIGHT shoe but the seller sends a LEFT shoe, the item is incorrect and Buyer Protection may apply.

The buyer may be entitled to:

• Seller-funded return shipping; and
• A refund of the covered transaction amount.

Buyer Orders Wrong Side

If Solo Soles and the seller accurately identify the shoe as LEFT or RIGHT and the buyer purchases the wrong side despite those accurate disclosures and required checkout confirmation, Buyer Protection generally does not apply solely because the buyer made the wrong selection.

Solo Soles may nevertheless permit a voluntary return when the seller agrees or where applicable law requires it.

Buyer Protection may apply if:

• Listing states Women's Size 9 but shoe is marked Women's Size 8;
• Seller materially misstates the manufacturer's size; or
• Seller ships a different shoe than the shoe listed.

Buyer Protection generally does NOT apply merely because an accurately listed shoe does not fit the buyer comfortably.

Footwear sizing and fit can vary substantially among brands and models.

Buyers should review:

• Size;
• Width;
• Department;
• Brand;
• Model;
• Photographs; and
• Seller description

before purchasing.

If a seller materially misrepresents the manufacturer's stated width or sends a shoe with a different width designation than listed, Buyer Protection may apply.

If the seller accurately states the marked width but the shoe feels narrower or wider to the buyer than expected, that alone generally does not establish seller error.

Buyer Protection may apply if a purchased item never arrives.

Solo Soles will generally review:

• Tracking information;
• Shipping label data;
• Carrier information;
• Delivery scans;
• Buyer address;
• Seller shipping records; and
• Relevant communications.

A buyer should promptly report an item that appears lost or materially overdue.

If tracking shows confirmed delivery to the buyer's transaction address, Solo Soles may request additional information before approving a non-delivery claim.

Buyer Protection may apply when the item received materially differs from the listing.

Examples include:

• Major undisclosed damage;
• Materially heavier wear than disclosed;
• Wrong brand;
• Wrong model;
• Wrong shoe;
• Wrong side;
• Wrong marked size;
• Wrong marked width;
• Materially incorrect condition;
• Counterfeit merchandise;
• Undisclosed significant alterations; or
• Material missing features represented as included.

Minor subjective differences generally do not qualify.

Sellers must accurately describe condition.

For example, an item listed as New Without Box should not show evidence of substantial prior use.

An item described as Good may reasonably display normal used condition.

Buyer Protection is intended to address material misrepresentation, not ordinary subjective disagreement over minor cosmetic differences.

Solo Soles may compare:

• Listing photographs;
• Listing description;
• Buyer's photographs;
• Seller's evidence; and
• Other available transaction information.

Counterfeit merchandise is prohibited.

If a buyer reasonably believes an item is counterfeit, the buyer should immediately contact Solo Soles and should not resell the item through the Platform.

Solo Soles may request supporting information.

Depending on circumstances, Solo Soles may:

• Suspend the listing;
• Investigate the seller;
• Request authenticity evidence;
• Issue a refund;
• Restrict the seller account; or
• Take other appropriate action.

Buyer Protection may apply where a shoe has significant damage that:

• Existed before shipment;
• Was not reasonably visible or disclosed in the listing; and
• Materially affects the value, condition, appearance, safety, or expected use of the item.

Minor wear consistent with an accurately stated used condition does not ordinarily qualify.

If an item is materially damaged during shipment, the buyer should:

1. Preserve the item;
2. Preserve the packaging;
3. Photograph the damage;
4. Photograph the package;
5. Photograph any shipping label; and
6. Contact Solo Soles promptly.

Solo Soles may determine whether the matter should be addressed through:

• Buyer Protection;
• Seller responsibility;
• Carrier insurance; or
• Another available remedy.

Buyers should inspect purchases promptly after delivery.

A buyer ordinarily should report a Buyer Protection issue within:

3 calendar days after confirmed delivery.

If the issue involves non-delivery, the buyer should report it promptly after the estimated delivery period or relevant tracking indicates a problem.

Solo Soles may extend a deadline when:

• Applicable law requires it;
• A latent issue could not reasonably have been discovered immediately;
• Carrier circumstances justify additional time; or
• Other extraordinary circumstances exist.

The buyer should use the Solo Soles order page and select:

REPORT A PROBLEM

or

REQUEST BUYER PROTECTION

The buyer may be asked to select a reason such as:

• Item not received;
• Wrong LEFT/RIGHT shoe;
• Wrong item;
• Wrong size;
• Wrong width;
• Item not as described;
• Undisclosed damage;
• Suspected counterfeit; or
• Other.

Buyers may be required to provide:

• Photographs of the item;
• Photograph of the size label;
• Photograph showing LEFT/RIGHT side;
• Photographs of damage;
• Packaging photographs;
• Shipping label photograph;
• Tracking information;
• Written description of the issue; and
• Relevant communications.

Sellers may also be asked to submit evidence.

A buyer's failure to reasonably cooperate may affect eligibility for protection.

Once a buyer identifies a problem that may result in a return, the buyer should not materially alter, repair, clean, wear, customize, or damage the item.

Reasonable inspection is permitted.

The item generally must remain in substantially the same condition in which it was received.

Do not automatically return an item directly to the seller before receiving return instructions through Solo Soles.

When a return is approved, Solo Soles may provide:

• Return authorization;
• Seller return address;
• Shipping instructions;
• Prepaid return label; or
• Other instructions.

Returns should use tracked shipping when required.

Unless otherwise stated in the return authorization, an approved Buyer Protection return should generally be shipped within:

5 business days after return authorization.

Failure to timely return an item may result in closure of the claim unless Solo Soles grants an extension.

Seller Error

Where the return is caused by seller error, including:

• Wrong item;
• Wrong LEFT/RIGHT side;
• Materially incorrect size;
• Materially inaccurate description;
• Significant undisclosed damage; or
• Counterfeit item,

the seller will ordinarily be responsible for reasonable authorized return shipping costs.

Buyer Preference or Mistake

Where a return is requested because:

• Buyer changed their mind;
• Buyer accidentally ordered the wrong side despite accurate disclosures;
• Buyer ordered the wrong size despite accurate disclosures;
• Item does not fit as hoped;
• Buyer no longer wants the item; or
• Buyer dislikes the style or color,

Buyer Protection ordinarily does not require the seller to pay return shipping or accept the return.

When a Buyer Protection claim is approved, Solo Soles may refund some or all of:

• Item purchase price;
• Original shipping charge; and
• Applicable transaction taxes,

depending on the circumstances and applicable law.

A refund may be conditioned upon:

• Return of the item;
• Carrier confirmation;
• Completion of an investigation; or
• Other reasonable requirements.

Approved refunds are submitted to the applicable payment processor.

The time required for the refund to appear in the buyer's account depends on:

• Payment method;
• Payment processor;
• Card issuer;
• Bank; and
• Other financial-system processing times.

Solo Soles cannot guarantee when an external bank or card issuer will post an authorized refund.

A buyer may not ordinarily receive a full refund and retain the purchased item unless:

• Solo Soles expressly authorizes it;
• Seller agrees;
• Return is prohibited or impractical;
• Item presents a legal or safety issue; or
• Applicable law requires another result.

Buyer Protection is not a general satisfaction guarantee.

The following generally do NOT qualify:

• Changed mind;
• Found a better price;
• No longer needs the shoe;
• Does not like the shoe;
• Color looks slightly different on buyer's screen;
• Shoe fits differently than expected despite accurate sizing information;
• Buyer ordered the wrong size;
• Buyer ordered the wrong width; or
• Buyer ordered the wrong side despite accurate repeated LEFT/RIGHT disclosures.

Voluntary seller returns may be available separately.

Used footwear may show wear appropriate to the condition disclosed in the listing.

Buyer Protection does not cover ordinary wear when:

• The condition was accurately described;
• Photographs reasonably showed the condition; and
• The item received materially matches the listing.

Buyers are responsible for:

• Reading listings;
• Reviewing photographs;
• Confirming LEFT or RIGHT;
• Confirming size;
• Confirming width;
• Providing an accurate shipping address;
• Inspecting items promptly;
• Reporting legitimate problems promptly;
• Providing truthful information;
• Cooperating with investigations; and
• Returning approved items as instructed.

Solo Soles may require a buyer to affirm during checkout:

I have confirmed that I am purchasing the correct LEFT/RIGHT shoe and size.

This confirmation is important.

It does not eliminate Buyer Protection where the seller actually sends the wrong item.

However, it may be considered when a buyer later claims that they personally selected the wrong side despite the listing being accurate.

Buyer Protection may be denied where Solo Soles reasonably determines that the buyer:

• Made a knowingly false claim;
• Submitted manipulated photographs;
• Altered the item;
• Returned a different item;
• Falsely claimed non-delivery;
• Engaged in chargeback abuse;
• Colluded with another user;
• Repeatedly abuses marketplace protection; or
• Otherwise engaged in fraud.

Accounts involved in serious or repeated abuse may be restricted or terminated.

The buyer must return the same item received.

Returning:

• A different shoe;
• A more worn shoe;
• A counterfeit substitute;
• An empty package; or
• An altered item

may constitute marketplace fraud.

Solo Soles may deny the refund and restrict the account.

Buyers are encouraged to use the Solo Soles Buyer Protection process before initiating an external payment dispute where appropriate.

Nothing in this Policy waives rights a consumer may have under applicable law or through their payment provider.

If a buyer initiates a chargeback, Solo Soles and its payment provider may provide transaction information to the card issuer or payment network as necessary to respond.

Buyer Protection applies only to qualifying transactions completed through authorized Solo Soles payment channels.

If a seller persuades a buyer to pay outside Solo Soles, the transaction may not qualify for Solo Soles Buyer Protection.

Buyers should never send payment through an unauthorized payment method because a seller promises a discount.

Buyers do not need to prove:

• A disability;
• Medical diagnosis;
• Limb difference;
• Amputation;
• Swelling;
• Lymphedema;
• Orthopedic condition; or
• Any other health circumstance

to use Solo Soles or request Buyer Protection.

Coverage depends on the transaction and applicable policy, not the buyer's medical reason for needing an individual shoe.

Solo Soles may review evidence from both buyer and seller and make a reasonable marketplace determination regarding:

• Return eligibility;
• Refund eligibility;
• Shipping responsibility;
• Transaction adjustments;
• Seller proceeds; and
• Marketplace account consequences.

Solo Soles' internal marketplace determination does not eliminate any non-waivable legal rights available to either party.

Payments, refunds, disputes, and seller payouts may be processed through third-party payment providers.

Additional payment-provider rules may apply.

Solo Soles may take actions reasonably necessary to comply with applicable payment-network and payment-provider requirements.

This Buyer Protection Policy provides contractual marketplace protections in addition to rights that may exist under applicable law.

Nothing in this Policy is intended to eliminate, waive, or restrict a consumer right that cannot legally be waived.

Solo Soles may update this Policy from time to time.

Changes will apply prospectively as required by applicable law.

The current version and "Last Updated" date will be posted on the Platform.

For Buyer Protection assistance: