Returns & money-back guarantee

1. The guarantee

Wear your EvenStep orthotics for up to 180 days from the day they are delivered. If they are not right, tell us and we will remake them at no charge. If you would rather have your money back — at any point in those 180 days, before or after a remake — we refund 100% of the price you paid for the orthotics: a full refund. Return shipping is free; we send the label and you return the pair by mail. There are no restocking fees, no shipping deductions, no fees for wear.

2. Return window

You may request a remake or a refund for up to 180 days from the date the carrier records delivery of your orthotics. Requests made within the window are honored even if the returned pair reaches us after the window closes.

3. Refund amount

Refunds are 100% of the price you paid for the returned orthotics — a full refund, issued to the original payment method. There are no restocking fees, no deduction for the impression kit, no deduction for outbound or return shipping, and no deduction for time worn. If you paid with an FSA or HSA card, the refund returns to that card; keep your plan administrator informed. Klarna, Affirm and Afterpay refunds are adjusted by those providers on their statements.

4. Return method and cost

Returns are by mail and free. Email care@evensteporthotics.com with your order number; we email you a free shipping label for the return within 1 business day. Pack the orthotics in any box or padded envelope. You do not need the original packaging.

5. Remakes

Fit adjustments and remakes are included at no charge during the guarantee window. A remake is offered, never required: you may take the refund instead at any point. Remakes ship free and do not restart or shorten the 180-day window. Your impression stays on file.

6. Second and additional pairs

Each pair is covered independently. Returning one pair from a multi-pair order refunds the price paid for that pair; the remaining pairs are unaffected.

7. Exclusions

• Orthotics altered by a third party (ground, cut beyond the trim guide, re-covered, or heat-molded elsewhere).
• Damage from misuse, such as machine washing or exposure to a heat source.
• Impression kits: a kit is free and does not need to be returned if you change your mind before pressing; simply tell us and the order is cancelled for a full refund.

8. Delivery promise

Under 10 business days from the day we receive your impression — or a full refund. If your pair has not arrived within 10 business days of your impression reaching our workshop, cancel for a full refund. Counted in business days from the day your impression arrives at our workshop. Business days exclude weekends and federal holidays. This promise is separate from the 180-day guarantee above, which starts from the day your orthotics are delivered.

9. Cancellations before production

Cancel any time before your impression is received for a full refund, or change the shoe type at no charge. Once your impression has been received and production has started, the guarantee above applies instead — you can still return the finished pair for a full refund within 180 days of delivery.

10. Timing of refunds

Refunds are issued within 5 business days of the returned pair reaching our workshop, or immediately for cancellations before production. Refunds are processed by a person, never automatically. Your bank may take additional days to post the credit.

11. Contact

EvenStep Orthotics · care@evensteporthotics.com. A person answers. The legal entity is stated in the terms of sale.