Refund and Return Policy

Last updated: May 19, 2026

We want you to love your Pernsole purchase. This Refund & Return Policy explains how to return or exchange a pair you are not happy with, what is eligible, how long it takes, and who pays for what. It forms part of our Terms of Service and sits alongside any statutory consumer rights you have where you live.

1. 30-day return window

You have 30 calendar days from the date your parcel is delivered to request a return, exchange or refund on an unworn pair. The clock starts on the courier-recorded delivery date.

2. Eligible items

Items are eligible for return if all of the following are true:

The pair has not been worn outdoors (please try them on a clean indoor surface only).
The original box and any hygiene tags, dust bags, ribbons and insole inserts are included.
The pair shows no scuffs, soiling, marks, or odour.
The return is requested within the 30-day window above.

3. Non-returnable items

Pairs that show outdoor wear (sole scuffing, embedded dirt, weather marks).
Pairs returned without their original box or with the hygiene tag removed and the insole soiled.
Custom-sized or made-to-measure pairs (clearly labelled at checkout where applicable).
Gift cards.
Sale items marked “final sale” on the product page at the time of purchase.

4. How to request a return or exchange

Email [email protected] with your order number in the subject line and a brief reason for the return.
We reply within one business day with a return authorisation (RA) number and the return address.
Pack the pair in its original box (or equivalent protective packaging) and write the RA number clearly on the outside of the outer shipping carton.
Ship the parcel via a tracked service. Keep your tracking number — it is your proof the parcel is on its way back.
Once received and inspected (usually within 2 business days of arrival) we process the refund or dispatch the exchange.

5. Return shipping costs

Change of mind / size exchange — buyer pays the outbound return-shipping cost. Domestic-Vietnam customers receive a free prepaid label; international customers ship at their own cost.
Defective, damaged or wrong item — Pernsole pays return shipping. We email you a prepaid label or refund a courier receipt you submit, up to the cost of an equivalent tracked service.
Original outbound shipping fees are refundable only when the return is caused by our error (defect, wrong item).

6. Refund methods and timing

Approved refunds are issued to the original payment method within 5 business days of our receipt and inspection of the returned pair. Depending on your bank or card issuer the funds typically appear on your statement within a further 5 to 10 business days. We refund in the currency you were charged in; small differences arising from exchange-rate movement between your purchase and refund are the bank’s, not ours.

7. Exchanges

Need a different size or colour? Reply to your shipping confirmation email with the size/colour you would like instead. As long as the new pair is in stock and the price difference is zero or in your favour, we ship the replacement as soon as we receive the returned pair (or, on request, we can ship the replacement on receipt of your tracking number and process the return on arrival — at our discretion for trusted customers).

8. Defective or wrong items

If your pair arrives defective, damaged, or is not what you ordered, please email [email protected] within 7 days of delivery with two photographs: one of the defect, one of the order-card or invoice slip. We will arrange a free return and ship a replacement at no charge, or refund you in full at your option.

9. Late or missing refunds

If 14 business days have passed since we confirmed your refund and the funds have not appeared, please check first with your bank and your card statement (including pending transactions). If they cannot locate the credit, email us with the refund confirmation reference and we will trace it with the payment processor.

10. Contact

All return queries: [email protected], subject line “Return [order #]”. We answer within 24 business hours.

Contact

Pernsole
Ban Hang Cho, Xim Vang, Bac Yen, Son La, Vietnam

Phone: +84 914 726 583
Email: [email protected]
Business hours: Mon–Fri 9:00–18:00 ICT, Sat 9:00–12:00 ICT, Sun closed