Refund policy

Last updated: 8/11/2026

This policy supplements and does not limit mandatory consumer rights.

**Return request window.** Contact support within 30 days after delivery to request a return. Include the order number and reason so we can provide the correct instructions. Do not send an item to the supplier or to an address not provided by HeelSaver.

**Change of mind or fit preference.** Unless local law provides a broader right, change-of-mind items must be unused, unworn, undamaged, and in their original packaging. The customer pays return shipping for a change-of-mind return when this was disclosed before purchase. We recommend a tracked return method. We do not deduct a restocking fee unless a lawful, reasonable fee was clearly disclosed before purchase; the baseline policy uses no restocking fee.

**Wrong, damaged, defective, or materially misdescribed item.** Contact support with the order number and clear photographs of the item, packaging, and shipping label where practical. We may request reasonable evidence needed to verify the problem, but we will not make evidence requests that unlawfully obstruct a remedy. When the claim is valid, we will provide the repair, replacement, price reduction, or refund required by applicable law and cover required return costs.

**Refund timing and method.** Approved refunds are sent to the original payment method after we receive and inspect the return, or earlier when required by law. Bank posting times are outside our control. Original standard delivery charges are refunded when applicable law requires it; upgraded delivery is not refunded beyond the standard amount unless required.

**Cancellations.** Contact support immediately. We will try to cancel an unprocessed order, but cancellation is not guaranteed after fulfillment begins. Delay rights and mandatory withdrawal rights remain separate.

**EU/EEA and UK distance sales.** Eligible consumers generally have a 14-day withdrawal period after receiving goods, followed by a return period, subject to statutory rules and exceptions. Required precontract information, model withdrawal form, standard-delivery refund, and return-cost disclosures must be supplied. See [EU distance-selling guidance](https://europa.eu/youreurope/business/selling-in-eu/selling-goods-services/ecommerce-distance-selling/index_en.htm) and [UK distance-selling guidance](https://www.gov.uk/online-and-distance-selling-for-businesses/distance-selling). Do not rely on a hygiene exception unless counsel confirms the exact sealed packaging and sales presentation qualify.

**Australia and other mandatory guarantees.** Nothing in this policy excludes rights that cannot lawfully be excluded. Australian consumer guarantees, for example, cannot be removed by store terms; see the [ACCC consumer-guarantees guidance](https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees).

**No double recovery.** We will not issue a second refund for an amount already refunded, reversed, or recovered through a payment dispute, except where required to correct an error or comply with law.