Return & Refund Policy

At Heelsy, we want you to feel confident trying our products. If your purchase doesn’t meet your expectations, you can request a return within 30 days of delivery, even after trying it.

How to Request a Return

Contact us through our contact form or email hello@getheelsy.com with:

• Your order number.
• The item you wish to return.
• A clear explanation of why you’re requesting a return, including what didn’t meet your expectations.

If your item arrived damaged, defective, or incorrect, please include photos or a short video where possible to help us understand the issue.

We’ll review your request and provide return instructions and the correct return address. Please contact us before sending your item back.

Return Conditions

You may open and try your product under our 30-day return policy. Normal use to assess the product does not disqualify you from requesting a refund.

Please return the product with its included accessories and package it securely. Use the original packaging if available. Damage caused by misuse, unauthorized modification, or use contrary to the product instructions is not covered by our voluntary 30-day return policy.

Return Shipping

Customers are responsible for return shipping costs for returns under our 30-day satisfaction policy. We do not provide prepaid return labels for these returns.

We recommend using a tracked shipping service and keeping your proof of postage.

If your item is damaged, defective, or incorrect, contact us before arranging return shipping. Where we are responsible for the return costs under applicable law, we will arrange or cover those costs.

Refunds

The item must be returned before a refund is issued under our 30-day return policy.

Once we receive your return and confirm that it meets the conditions above, we will issue a refund for the amount paid for the returned item to your original payment method and send you a confirmation.

Please allow 5–10 business days after the refund is issued for it to appear in your account, depending on your bank or payment provider.

Return shipping costs and any original shipping charges are not refundable unless required by applicable law.

Damaged, Defective, or Incorrect Items

Please contact hello@getheelsy.com if your order arrives damaged, is incorrect, or develops a fault. We will provide instructions for returning the item and arrange an appropriate remedy in accordance with your consumer rights.

Our 30-day satisfaction return window does not limit any separate rights you have regarding faulty or misdescribed goods.

Your Consumer Rights

This policy is offered in addition to your statutory consumer rights and does not limit them.

Where a statutory cancellation right applies, including the applicable 14-day right of withdrawal for EU customers, you do not need to justify your cancellation. Statutory rules concerning eligibility, return costs, refund timing, and proof of return take precedence over this policy.

Contact Us

For return or refund questions, use our contact form or email hello@getheelsy.com.