Return Policy & Warranty
We offer our customers a 30-day return policy. Items can be returned at any time within 30 days of the delivery date.
If the wrong size is ordered then the product can be send or brought back to us. We will send another size after receiving the product back. A refund minus the shipment cost is also possible. The product will have to be unused for us to accept it. Rolling around the house on new skates is allowed.
Skates should be tight and get looser if you skate them more. Learn how to know if tight is too tight in our blog post about this before returning a pair of skates:
If you are unhappy with your purchase, and we can not get you a size swap, then we can give you a refund. Your product returns must be unused and in resalable condition. You can send the product back to our return address. If no fault was done on our side, then the return costs are paid by the customer. If there was fault on our side, then you have to pay the return costs at first (please use the cheapest option available), send us a photo of the receipt, and we will reimburse you for this. Once we receive the product back you will get the refund after we inspect it for any use. If you want to get a refund, send us an email through our contact page so that we know it is coming.
Skates will break down by wear and tear. If you feel like this happened quicker than they should, like wheels that break down after one session, than contact our customer support.
Minor problems can be fixed at the Thisissoul store. Just contact us and come by to let us fix it.
All the technical support for major problems will come from the brand of the product. They will provide a solution, a replacement in case of a problem that should not happen so quickly.
It is often not necessary to send the item back to us. Send us a picture through email, we will then forward it to our supplier. The warranty will go through them and it will be replaced depending on what they say The supplier always asks for the same information, please include this in your email to us.
- Date of purchase
- Size- Left/Right
- Photo of an overview
- Photo of a detail 1
- Photo of a detail 2
Then processing time for these requests at the brands themselves is always slow. It will take 1-2 weeks sometimes before we get a reply. Then if the warranty is granted and we have the replacement part ourselves in our store, then we can already send it to you. If we do not have the replacement part, then we need to wait for delivery. This can take another 2-6 weeks.