Refund policy

90-Day Money-Back Guarantee

We offer a 90-day return policy. This means you have 90 days after receiving your order to request a return.

To start a return, contact support@back9relief.com.

If your return is approved, you will receive instructions on how and where to send your package.

Items sent back without prior authorization will not be accepted.

Return Eligibility

To be eligible for a return:

– The item must be returned within 90 days of delivery
– The item must show normal wear only
– Proof of purchase is required
– Original packaging is preferred, but not required
– Trimmed insoles are eligible for return

Items that are heavily damaged, destroyed, or altered beyond trimming will be refused.

Returned insoles are never resold.

Return Shipping

Customers are responsible for all return shipping costs.

Return shipping fees are non-refundable.

Returns must be shipped to our return address in Canada.

Returns must be shipped ONLY using USPS with tracking.

Packages sent by carriers such as UPS or FedEx may be refused, delayed, or subject to additional brokerage, customs, or handling fees.

Any fees incurred from non-USPS shipments are the customer’s responsibility and will not be reimbursed.

To help avoid unnecessary customs charges, please use the following information when filling out the customs form:

– Package type: Returned used goods
– Item description: Used insoles
– Declared value: Approximate used value only (around $20–$40 USD total), not the original purchase price

Failure to follow these instructions may result in customs charges, delays, or additional fees, which are the customer’s responsibility.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if:

– The item is defective
– The item is damaged
– You received the wrong item

We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items

We do not accept returns for:

– Items used beyond normal testing or excessive wear
– Gift cards

Exchanges

The fastest way to receive the correct item is to:

1. Return the original item
2. Place a new order once the return is approved

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved:

– Refunds are issued to the original payment method
– Processing may take up to 10 business days
– Banks or card issuers may take additional time to post the refund

If more than 15 business days have passed since approval, contact support@back9relief.com.