Returns & Exchange Policy

OUR RETURNS & EXCHANGE POLICIES

FOOTWEAR & APPAREL

THE SOLE PROVIDER PROMISE

At Sole Provider, we stand behind every footwear and apparel product we sell.

Whether you're purchasing the latest footwear, premium apparel or everyday essentials, our goal is to make your shopping experience as smooth and hassle-free as possible.

BUY WITH CONFIDENCE

Every order is carefully inspected before dispatch to ensure it arrives in the condition you'd expect from Sole Provider. All items are checked for quality and securely packaged before leaving our warehouse.

RETURNS

SPECIAL ORDERS & SALE ITEMS ARE EXEMPT FROM RETURNS.

  • Returns are accepted within 30 days of the delivery date.
  • To initiate a return, please contact our customer service team via email at sales@soleproviderau.com.
  • Returned items must be unused, unworn and in their original condition, with all tags attached and original packaging included.
  • Eligible returns will be issued as store credit.
  • Return shipping costs are the responsibility of the customer.

EXCHANGES

SPECIAL ORDERS & SALE ITEMS ARE EXEMPT FROM EXCHANGES.

  • Exchanges are accepted within 30 days of the delivery date.
  • Returned items must be unused, unworn and in their original condition, with all tags attached and original packaging included.
  • If the requested item is available, we will arrange an exchange.
  • If the requested item is unavailable, store credit will be issued.
  • Return shipping costs are the responsibility of the customer.

ORDER CANCELLATIONS

  • If you wish to cancel an order after it has been placed, a 10% restocking fee will apply (excluding shipping fees). The remaining balance will be refunded to your original payment method.
  • The restocking fee covers payment processing and administration costs.
  • Orders that have already been processed or dispatched cannot be cancelled.

PACKAGING

We take great care to ensure every order is securely packaged before dispatch.

Please note that manufacturer packaging may display minor imperfections caused during production, storage or international transport. Minor dents, scratches, scuffs, creases or other cosmetic imperfections to external packaging are considered normal and do not affect the product itself. As a result, these are generally not considered product faults or grounds for a return, exchange or refund.

If your product itself arrives damaged or you believe it has been affected during transit, please contact our customer service team as soon as possible and include photos of both the product and its packaging so we can assist you.

DAMAGED OR FAULTY ITEMS

If your item arrives damaged or faulty, please contact our customer service team as soon as possible.

  • Please email sales@soleproviderau.com.
  • Where possible, include photos of the product and packaging.
  • If the item is confirmed to be faulty or damaged, we will provide an appropriate resolution, including a replacement where available or a refund if a replacement cannot be provided.
  • Approved return shipping costs will be covered by Sole Provider.

FINAL INSPECTION

All returned items are inspected upon arrival.

We reserve the right to refuse a return or exchange if the item does not meet the conditions outlined above.

Thank you for shopping with Sole Provider.
GAMING, TECH & ELECTRONICS

THE SOLE PROVIDER PROMISE

At Sole Provider, we stand behind every Gaming, Tech & Electronics product we sell.

Whether you're purchasing a console, game, PC component, electronic device or accessory, our goal is to make your shopping experience as smooth and hassle-free as possible. If something isn't right, our team will work with you to find the quickest and fairest solution.

BUY WITH CONFIDENCE

Every Gaming, Tech & Electronics order is carefully inspected before dispatch. Where applicable, serial numbers are recorded, products are securely packaged and every order is prepared with the same level of care we'd expect when shopping ourselves.

RETURNS

DIGITAL PRODUCTS, GIFT CARDS, SOFTWARE, DOWNLOAD CODES, SPECIAL ORDERS & SALE ITEMS ARE EXEMPT FROM RETURNS.

  • Returns are accepted within 30 days of the delivery date.
  • To request a return, please contact our customer service team via email at sales@soleproviderau.com.
  • Products must be unused, unopened, factory sealed and returned in their original packaging.
  • All original accessories, manuals, cables, inserts and packaging must be included.
  • Eligible returns will be refunded to the original payment method.
  • Return shipping costs are the responsibility of the customer.

EXCHANGES

DIGITAL PRODUCTS, GIFT CARDS, SOFTWARE, DOWNLOAD CODES, SPECIAL ORDERS & SALE ITEMS ARE EXEMPT FROM EXCHANGES.

  • Exchanges are accepted within 30 days of the delivery date.
  • Products must be unused, unopened, factory sealed and returned in their original packaging.
  • If the requested item is unavailable, a refund or store credit will be offered.
  • Return shipping costs are the responsibility of the customer.

CHANGE OF MIND

Please choose carefully before opening your product.

Once a Gaming, Tech & Electronics product has been opened, it is no longer eligible for a change of mind return or exchange.

This includes, but is not limited to:

  • Gaming consoles
  • Console bundles
  • Physical games with broken factory seals
  • Controllers
  • Gaming headsets
  • Keyboards
  • Mice
  • Webcams
  • Monitors
  • SSDs & Hard Drives
  • RAM
  • Graphics Cards
  • Motherboards
  • CPUs
  • Cooling products
  • Networking equipment
  • PC components
  • Smart home products
  • Electronic accessories
  • Software
  • Activation keys
  • Digital products

PRE-ORDERS

Pre-orders allow customers to secure products before their official release.

Please note:

  • Release dates are supplied by manufacturers and distributors and may change without notice.
  • Dispatch dates are estimates only and cannot be guaranteed.
  • Orders containing both pre-order and in-stock items may be shipped together once all items become available unless otherwise stated.
  • If supplier allocations are reduced, orders will be fulfilled in the order they were placed.
  • If we are unable to fulfil your pre-order due to supplier allocation or circumstances beyond our control, you will receive a full refund for the affected item or be offered an alternative where available.
  • Cancellation requests made before dispatch may be accepted at our discretion.

ORDER CANCELLATIONS

  • Orders may be cancelled prior to dispatch by contacting our customer service team.
  • Special order products cannot be cancelled once they have been confirmed with our supplier.
  • Orders that have already been dispatched must follow the Returns Policy above.

PACKAGING

We take great care to ensure every order is securely packaged before dispatch.

Please note that manufacturer packaging may display minor imperfections caused during production, storage or international transport. Minor dents, scratches, scuffs, creases or other cosmetic imperfections to external packaging are considered normal and do not affect the product itself. As a result, these are generally not considered product faults or grounds for a return, exchange or refund.

If your product itself arrives damaged or you believe it has been affected during transit, please contact our customer service team as soon as possible and include photos of both the product and its packaging so we can assist you.

DAMAGED, INCORRECT OR FAULTY ITEMS

If your order arrives damaged, you receive an incorrect item or your product develops a fault, please contact our customer service team as soon as possible.

To assist with your claim, we may request:

  • Photos
  • Videos
  • A description of the issue
  • The product to be returned for inspection

Once assessed, we'll work with you to resolve the issue as quickly as possible.

Where a product is confirmed to be faulty, Sole Provider will cover the cost of approved return shipping.

WARRANTY

Many Gaming, Tech & Electronics products include a manufacturer's warranty.

If you experience an issue with your product, please contact Sole Provider first. Our team will assist you through the warranty process and keep you updated every step of the way.

SERIAL NUMBERS

For security and warranty purposes, serial numbers are recorded prior to dispatch.

Returned products must match the serial number originally supplied.

Products returned with altered, removed or mismatched serial numbers may be refused.

HYGIENE PRODUCTS

For hygiene reasons, gaming headsets, earbuds and other personal-use electronics cannot be returned once opened unless they are faulty.

DIGITAL PRODUCTS

The following products cannot be returned or exchanged once delivered:

  • Digital game downloads
  • Activation keys
  • Gift Cards
  • PlayStation Store Cards
  • Xbox Gift Cards
  • Nintendo eShop Cards
  • Steam Wallet Codes
  • Other downloadable software or digital content
COLLECTIBLES

THE SOLE PROVIDER PROMISE

At Sole Provider, every collectible we sell is 100% authentic and carefully inspected before dispatch.

Whether you're purchasing POP MART, MINISO or other collectible products, our goal is to ensure your order arrives safely and in excellent condition.

BUY WITH CONFIDENCE

Every collectible order is securely packaged to help protect both the product and its packaging during transit.

FINAL SALE

All collectible products are final sale.

Due to the limited, collectible and often blind-box nature of these products, we do not offer returns, exchanges or refunds for change of mind.

Please choose carefully before completing your purchase.

BLIND BOX PRODUCTS

Blind Box products are designed to contain random characters selected by the manufacturer.

By purchasing a Blind Box product, you acknowledge and accept the random nature of the product.

Please note:

  • Opened Blind Box products cannot be returned or exchanged.
  • Receiving a duplicate character is not considered a fault.
  • Character rarity or personal preference cannot be guaranteed.
  • Paint variations, manufacturing variations and minor cosmetic imperfections are considered normal characteristics of collectible products.

PACKAGING

We take great care to ensure every order is securely packaged before dispatch.

Please note that manufacturer packaging may display minor imperfections caused during production, storage or international transport. Minor dents, scratches, scuffs, creases or other cosmetic imperfections to external packaging are considered normal and do not affect the product itself. As a result, these are generally not considered product faults or grounds for a return, exchange or refund.

If your product itself arrives damaged or you believe it has been affected during transit, please contact our customer service team as soon as possible and include photos of both the product and its packaging so we can assist you.

DAMAGED OR FAULTY ITEMS

If your collectible arrives damaged, you receive the incorrect item or you believe your product has a manufacturing fault, please contact our customer service team as soon as possible.

  • Please email sales@soleproviderau.com.
  • Where possible, include photos of the product and packaging.
  • Once assessed, we will provide an appropriate resolution, including a replacement where available or a refund if a replacement cannot be provided.
  • Approved return shipping costs will be covered by Sole Provider.

FINAL INSPECTION

All claims are assessed upon receipt of the requested information or returned product where applicable.

We reserve the right to refuse a claim where the product does not meet the conditions outlined above.

Thank you for shopping with Sole Provider.