We stand behind every pair.
If something is not right, we will make it right. Our 60-day policy gives you the time to properly evaluate your insoles on court.
60-day window · Free return shipping · Every HeelBase insole
How it works
Three steps, no hassle
From first message to refund, usually under two weeks.
Submit your request
Fill in the form below with your order number and reason. Takes under two minutes. We review every request personally.
Ship it back
We email a prepaid return label within one business day. Pack the insoles and drop the package at any eligible carrier location.
We inspect and confirm
Once your package arrives, we inspect it within 3 business days and email you the outcome. Approved refunds are processed the same day.
Policy details
What is and is not covered
Returns
60-day return window
We accept returns within 60 days of delivery. Items must be in their original packaging or show only the kind of light wear expected from evaluating fit on court.
Condition requirements
Insoles showing heavy wear, visible damage from misuse, or modification are not eligible. A reasonable on-court trial period is expected and accepted.
Exchanges
We do not offer direct exchanges. Return the original item and place a new order for the size or product you need. Your refund will post before your new order ships.
Refunds
Refund timeline
Once we receive and approve your return, we process the refund within 3 business days to your original payment method.
Appearance on your statement
Refunds typically appear within 5 to 10 business days after processing, depending on your bank or card issuer.
Partial refunds
Partial refunds may apply when items show use beyond normal evaluation wear. We always contact you before issuing a partial amount.
Shipping costs
Original shipping charges are non-refundable. If your original order included free shipping, no cost will be deducted from your refund.
Start a request
Return or refund request
Fill in your details and we will follow up with next steps within one business day.
Questions
Common questions
Can I return insoles I have been using on court?
Yes, within reason. The 60-day window is designed for real on-court evaluation. Normal court use during that period is eligible. Insoles showing heavy wear, damage, or modification are not.
What if my insoles arrived damaged or incorrect?
Select 'Refund' and choose 'Arrived damaged' or 'Wrong item sent' as the reason. In most cases you will not need to return damaged items. We resolve these cases quickly.
How long until the refund appears on my statement?
We inspect items within 3 business days of receiving them. Approved refunds process the same day and typically appear on your statement within 5 to 10 business days, depending on your bank.
Do I have to pay for return shipping?
No. We provide a prepaid return shipping label for all eligible returns. You will receive it by email within one business day of submitting your request.
What if I am outside the 60-day window?
Email us at support@heelbase.com with your situation. We review cases individually. If your insoles have failed prematurely or you have specific circumstances, we want to hear about it.
Still need help?
Email us directly and we will get back to you within one business day.