Refund policy

HeelBase offers a 30-day money-back guarantee from the date your order is delivered.

Returns

You may request a return within 30 days of delivery. Insoles have to be worn to be properly evaluated, so normal wear from trialling the fit is expected and accepted.

Products must be returned in their original packaging and must not show heavy wear, damage caused by misuse, or modification.

Return postage is arranged and paid by the customer, and the returned parcel remains the customer's responsibility until it reaches us. We recommend using a tracked shipping service.

Once your return has been received and approved, we will process a full refund to your original payment method. Original shipping charges are non-refundable. Refunds are normally processed within 3 business days of receiving the return and may take an additional 5–10 business days to appear, depending on your bank or card provider.

Size Exchanges

Size exchanges may also be requested within 30 days of delivery.

You arrange and pay for shipping the original pair back to us. Once the returned pair has been received and approved, HeelBase ships the replacement size to you at no additional shipping cost.

If the replacement size is unavailable, we will issue a full refund instead.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or we send you the wrong item, contact us at support@heelbase.com. We will normally resolve this from photographs without requiring the product to be returned.

How to Request a Return or Exchange

Visit our Returns & Refunds page or contact support@heelbase.com with your order details.

This policy does not affect any statutory rights you may have.