Medisole - UrbanStride

We want your Durawalk pair to fit right. If not, we’re here to help.

Quick Summary

• Return/Exchange window: 7 days from delivery (calendar days).
  
  
• Item condition: Unworn, unwashed, undamaged, with tags, box, and inserts intact.
  
  
• Prepaid cancellations before dispatch: Refund in 10–14 business days, minus 10% fee (see below).
  
  
• Post-delivery refunds (after inspection): 3–5 business days.
  
  
• COD deposit (PKR 500): Non-refundable after dispatch or if delivery is refused.
  
  
• Shipping fees: Original and return shipping are non-refundable unless the issue is our error/defect.
  
  

What’s Eligible

• Wrong size/fit (footwear tried indoors only on a clean surface; no outsole wear/creases).
  
  
• Wrong item sent or manufacturing defect (reported with photos/video within 48 hours of delivery).
  
  
• Exchanges for a different size/model (subject to stock).
  
  

What’s Not Eligible

• Used, soiled, or damaged items; missing original box/tags; creased/worn soles.
  
  
• Hygiene items (e.g., socks/insoles) once opened.
  
  
• “Final Sale/Clearance” items if marked non-returnable.
  
  
• Damage from misuse, improper care, or external factors after delivery.
  
  

How to Start a Return/Exchange

1. Message us on WhatsApp: +92 335 7714444 (or email info@durawalk.com).
   
   
2. Share Order #, photos/video (unboxing or issue close-ups), and your request (refund or exchange).
   
   
3. We’ll issue an RMA and arrange a pickup or provide a drop-off address.
   
   
4. After the item reaches our warehouse, QC takes 24–48 hours. We then process your exchange/refund as below.
   
   

Exchanges

• Size/Style Exchange: Once QC is passed, we dispatch your replacement within 1–2 business days.
  
  
• Exchange Shipping:
  
  
• Preference-based exchanges (e.g., size change): customer pays courier charges (both ways).
  
  
• If it’s our error/defect: we cover exchange shipping.
  
  

Refunds

A) Pre-Dispatch Cancels (Prepaid / Advance Pay)

• Refund to original method in 10–14 business days, minus a 10% processing fee (covers payment handling & warehouse allocation).
  
  
• Not applicable to COD (see COD deposit below).
  
  

B) Post-Delivery Returns (after QC approval)

• Prepaid orders: refund to original method in 3–5 business days after inspection.
  
  
• COD orders: refund for the amount paid at delivery via bank transfer in 3–5 business days after inspection.
  
  
• Important: As per Payment Policy, the PKR 500 COD deposit is non-refundable after dispatch or if delivery is refused.
  
  
• Shipping fees (outbound/return) are non-refundable unless it was our error/defect.
  
  

C) If It’s Our Error/Defect

• Choose exchange (preferred) or refund.
  
  
• We cover all courier charges.
  
  
• Refund timing: 3–5 business days after inspection.
  
  

Condition Checks (QC)

To be eligible, returns must pass QC:

• No visible wear on upper/outsole; no creasing; no stains/odors.
  
  
• All accessories (extra insoles, inserts) included.
  
  
• Original packaging in reasonable condition.
  
  

If QC fails, we’ll return the item to you (shipping at cost) and share photos.

Partial Returns & Bundles

• For multi-item orders, you can return specific items within the window; refunds apply per-item.
  
  
• Bundle/BOGO discounts are recalculated if a part of the bundle is returned.
  
  

Timelines & Communication

• We aim to respond to return/exchange requests within 24 business hours.
  
  
• Refund posting times depend on your bank/issuer.
  
  
• You’ll receive WhatsApp updates at each step (RMA issued, pickup booked, QC result, refund/exchange dispatched).
  
  

Goodwill & Exceptions

• To protect genuine customers, we may waive fees or extend windows at our discretion for verified issues (e.g., courier mishandling, bereavement, medical cases).
  
  
• Repeat RTO/abuse may be declined per our Payment Policy.
  
  

Need Help?

• WhatsApp: +92 335 7714444
  
  
• Email: info@durawalk.com
  
  
• Support hours: 12:00–20:00 PKT, Mon–Sat