Return And Refund Policy

Return & Refund Policy

Last Updated: 2025/10/13

At HeelTherapy, we stand behind the quality of our Ortho-Gel Insoles. We want you to be completely satisfied with your purchase. That's why we offer a 30-Day Money-Back Guarantee.

1. 30-Day Money-Back Guarantee

Try Risk-Free:

If you're not satisfied with your HeelTherapy insoles for any reason, you can request a full refund within 30 days of delivery.

What's Covered:

  • Full product price refunded

  • No questions asked (we trust you)

  • Applies to all product purchases

What's NOT Covered:

  • Original shipping costs (non-refundable)

  • Return shipping costs (customer's responsibility, unless product is defective)

  • Orders beyond the 30-day window

2. How to Request a Return or Refund

We've made the process simple:

Step 1: Contact Us

Reach out to our customer support team:

  • AI Chatbot: Available 24/7 on heeltherapy.com

  • Email: [email protected]

Provide:

  • Your order number (found in your confirmation email)

  • Reason for return (optional but helps us improve)

  • Photos of the product (if defective or damaged)

Step 2: Approval

Our team will review your request and respond within 24-48 hours with:

  • Return approval confirmation

  • Instructions for next steps

  • Refund timeline

Step 3: No Return Needed (Hassle-Free Option)

In most cases, you DO NOT need to return the product. We trust our customers. Simply confirm your request, and we'll process your refund.

Exception: If you received a defective or incorrect product, we may request you return it for quality control purposes. We'll provide a prepaid return label.

3. Refund Process

Processing Time:

Once your refund is approved:

  • Refund Issued: Within 5-10 business days

  • Credit Appears: Allow 5-7 business days for your bank or credit card company to process the refund

Refund Method:

Refunds are issued to the original payment method used at checkout:

  • Credit/debit card refunds appear as a credit on your statement

  • PayPal refunds are credited to your PayPal account

Refund Confirmation:

You will receive an email confirmation once your refund has been processed.

4. Chargeback & Fraud Prevention

Important: Always contact us before initiating a chargeback. Chargebacks filed without first contacting us will be considered fraudulent and will result in:

  • Immediate account termination

  • Blacklisting from future purchases

  • Legal action for fraudulent chargebacks

  • Submission of evidence to payment processors

We monitor for abuse patterns including:

  • Multiple refund requests from same customer/address

  • Chargebacks without prior contact

  • Suspected return fraud

We reserve the right to limit or refuse refunds to customers who abuse our return policy.

5. Exchanges

We currently do not offer direct exchanges. If you'd like a different product or size:

  1. Request a refund following the process above

  2. Place a new order on heeltherapy.com

This ensures you receive your new product quickly without waiting for a return to process.

6. Damaged or Defective Products

If your HeelTherapy insoles arrive damaged or defective:

Immediate Action:

Contact us within 7 days of delivery via chatbot or email with:

  • Order number

  • Photos of the damaged/defective product

  • Description of the issue

Our Response:

We will:

  • Issue a full refund immediately, OR

  • Send a replacement product at no additional cost

  • Provide a prepaid return label if we need the product back for inspection

We cover all costs for damaged or defective products.

7. Incorrect Orders

If you receive the wrong product:

Contact Us Immediately:

Reach out within 7 days of delivery with:

  • Order number

  • Photo of the product received

  • Description of what you ordered vs. what you received

Our Resolution:

We will:

  • Ship the correct product immediately at no cost

  • Issue a full refund if you prefer

  • Provide a prepaid return label for the incorrect item

We take full responsibility for our shipping errors.

8. Non-Refundable Items

The following are not eligible for refunds:

  • Orders beyond the 30-day guarantee period

  • Products purchased from unauthorized third-party sellers (not from heeltherapy.com)

  • Gift cards or promotional credit (if applicable)

9. Fraudulent Returns

We trust our customers, but we reserve the right to refuse refunds if we suspect fraudulent activity, including:

  • Multiple refund requests from the same customer without valid reason

  • Abuse of the money-back guarantee policy

  • Chargeback fraud (disputing charges without contacting us first)

If you have a legitimate issue, always contact us first. We're here to help.

10. Restocking Fees

We DO NOT charge restocking fees. Your satisfaction is our priority.

11. Cancellations

Before Shipment:

If you change your mind before your order ships:

  • Contact us immediately via chatbot or email

  • We will cancel your order and issue a full refund

  • No fees or penalties

After Shipment:

Once your order has shipped, you cannot cancel it. However, you can refuse delivery or request a refund within the 30-day guarantee period after receiving the product.

12. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

First, Check:

  1. Your bank or credit card statement (refunds may appear under a different name)

  2. Your PayPal account (if applicable)

  3. Your spam/junk email folder for refund confirmation

Then, Contact Us:

If you still don't see your refund after 15 business days:

  • Email [email protected] with your order number

  • We will investigate and provide proof of refund processing

  • We'll work with your bank or payment provider to resolve the issue

13. Partial Refunds (Rare Cases)

In certain situations, we may issue a partial refund if:

  • The product shows obvious signs of excessive use or damage (beyond normal wear)

  • The product is returned incomplete (missing accessories, packaging)

We will notify you before processing a partial refund and give you the option to proceed or keep the product.

14. Contact Us

For return or refund inquiries:

HeelTherapy Customer Support
Email: [email protected]
AI Chatbot: Available 24/7 on heeltherapy.com
Response Time: 24-48 hours

Our goal is to make this process as easy as possible. We value your satisfaction and will do everything we can to make things right.

Your satisfaction is 100% guaranteed. Try HeelTherapy risk-free today!