Refund policy

Last updated: October 30, 2026

Changed your mind? Return your order within 30 days of delivery, as long as it is unopened, unworn and untouched. Arrived damaged or faulty, or did we send the wrong size? We put it right free of charge.

Returns in 3 steps

  1. Email us at support@solesguard.com within 30 days of delivery, with your order number. We reply within 1 business day.
  2. Send it back unopened to the return address we give you, in its original sealed packaging, with everything that came in your order.
  3. Get your refund. Once your return arrives and is checked, we refund what you paid to your original payment method within 5 business days.

Arrived damaged or faulty? We replace it free of charge, and you don't need to send anything back. Did we send a different size from the one you ordered? Send it back and we send the right size free of charge (see section 4).

Full Refund and Return Terms

1. What can be returned

You can return items within 30 days of the date your order is delivered, as shown by carrier tracking, if they are unopened, unworn and untouched: in their original sealed packaging, with every part and every free item that came with them.

Solesguard insoles are worn inside your shoes, against your feet. For hygiene reasons, we can't accept returns of insoles that have been opened, tried on, worn or trimmed, or whose packaging has been opened, unless they arrived damaged or faulty or we sent the wrong size (see section 4).

We don't offer refunds based on results. Results vary from person to person and are not guaranteed (see our Terms of Service).

2. How to return

  • Email support@solesguard.com with your order number before you send anything. We reply with the return address and instructions.
  • Send back every item from the order, unopened, including any free gifts that came with it.
  • Return postage is paid by you, unless the item arrived damaged or faulty or we sent the wrong size. We recommend a tracked service and keeping your receipt, as we can't refund a parcel that doesn't reach us.
  • Parcels sent without contacting us first can't always be matched to an order, which can delay or prevent your refund.

3. Your refund

  • We check every return when it arrives. If it is unopened and complete, we refund the amount you actually paid for it to the original payment method within 5 business days, and email you when it is issued. Your bank may take a further 5 to 10 business days to show it.
  • Returns that arrive opened, worn or incomplete can't be refunded. We can send them back to you at your cost.
  • Shipping to you is free, so there is no shipping charge to refund. Return postage is not refunded unless the item arrived damaged or faulty or we sent the wrong size.
  • Packs and free gifts. Free gifts are part of the pack you bought, so any physical gifts come back, unopened, with the pairs. To return part of a pack, email us first: we refund what you paid minus the regular one-pair price ($44.99) of each pair you keep. If your order came with a voucher, it is cancelled, or its value comes off your refund if you have already used it.
  • Orders placed with a discount, a sale price or a pack offer are refunded at the price actually paid.

4. Damaged, faulty or wrong-size items

If your order arrives damaged or does not work, email us within 7 days of delivery with your order number and a clear photo or short video showing the problem. We send a free replacement, and you don't need to return the original. If a replacement isn't possible, we refund that item in full.

If we sent a different size from the one you ordered, email us within 7 days of delivery with your order number and a photo. You can send it back even if you have tried it on: we give you the return address, cover the return postage, and send the size you ordered free of charge once your return arrives.

Apart from our own mistakes, the size is chosen by you at checkout, so we don't exchange an order for a different size. Please check our size guide before you order. An unopened order can still be returned under section 1.

5. Order cancellations and changes

Every order is processed and sent to fulfillment the moment it is placed, so orders can't be cancelled or changed once placed, including the size or pack. Please check your size and address before you pay; our size guide is on the product page. Once your order arrives, you can return it unopened within 30 days under section 1.

If we cancel an order on our side (for example, if an item is unavailable or a payment can't be verified), we refund you in full.

6. What we can't accept

  • Return requests made more than 30 days after delivery.
  • Items that have been opened, tried on, worn or trimmed, unless they arrived damaged or faulty or we sent the wrong size.
  • Returns missing items from the order, such as a free gift.
  • Damage caused by misuse.
  • Refunds of return postage, except as set out in section 4.

7. Fair use

We reserve the right to limit or refuse refund and replacement requests that show a pattern of abuse or fraud, such as repeated refund requests across several orders or claims that can't be supported by photos, tracking or order records.

8. Contact us before you dispute a charge

If anything is wrong with your order, email us first. We can almost always fix it faster than a bank or card dispute, and a dispute can freeze your refund while it is reviewed.

9. Your legal rights

This policy does not limit any rights you have under consumer protection law, including where an item is faulty or not as described.

10. Changes to this policy

We may update this policy from time to time. The version in effect when you place your order applies to that order.

Contact

Questions about a return or refund? Email support@solesguard.com with your order number. We reply within 1 business day.