ORTHAE Signature – Support & Comfort Insoles

We want you to enjoy your shopping experience. If, for any reason, you're not completely satisfied with your purchase, we offer a simple and transparent return process.

1. Return Window: You have 30 days from the day you receive your order to return items.
2. Condition: Items must be unused, in their original condition, and returned with the original tags, and accessories. Please return items in original packaging where possible to ensure they are protected. 
3. Return Method: Returns are sent by post with a trackable service.
4. Return Costs: 

• For returns due to change of mind, wrong size, or similar reasons (Customer remorse) : customers must arrange and pay for their own shipping method. Please note that we do not provide pre-paid return labels for "change of mind" returns. You will need to visit your local post office to arrange the return. 
• For Defective or Incorrect Products:  There is no cost to the customer (£0.00). This applies when the product is incorrect, damaged by the carrier, or defective in any other way. In these cases, we will provide a pre-paid return shipping label via email for you to download and print. We cover the full cost of the return shipping.
  
  

1. Restocking fee: No restocking fee is charged for returns. 

How to Return an Item

1. Contact Us: Email us with your order number and the reason for your return. Our team will provide you with return authorization and instructions.
2. Pack Your Item: Carefully repack the item in its original packaging, including all accessories, tags, and documents.
3. Send It Back: Ship your return using the instructions provided in your return authorization email. 

Refund Process

• Inspection: Once we receive your return, our team will inspect the item to confirm it meets our return conditions.
• Refund Timing: After approval, your refund will be issued to your original payment method. Please allow up to 7 business days for the refund to appear, depending on your bank or payment provider.
• Refunds are issued to the original payment method used for the purchase. We do not offer refunds to alternative accounts or methods. We will refund the full purchase price, including any original shipping charges.
  

Exchanges

We gladly offer exchanges for all items. If you’d like to exchange your product for a different size or model, please contact our customer service first to receive exchange instructions.

No exchange fees are charged. However, return shipping costs to our warehouse are at the customer’s expense. We will cover the shipping cost of the new replacement item sent to you. Once we receive and inspect your return, your new item will be shipped free of charge.