Refund policy

1. Eligibility for Returns

We accept returns for unused items only.

To qualify as unused, the product must:

 - be unworn and uninserted into shoes

 - show no signs of compression, creasing or adaptation

 - include original packaging

Used items cannot be returned for hygiene and material‑adaptation reasons.

2. Manufacturing Defects

If you receive an item with a manufacturing defect, we will replace it with a new one at no cost to you, regardless of your country.

Examples of defects:

 - structural damage

 - stitching or material faults

We do not replace items damaged through wear, misuse or normal adaptation.

3. Return Shipping Costs

If you choose to return an unused item, the return shipping cost is paid by the customer.

This applies to:

 EU

 UK

 USA

 all other international destinations

We recommend using a tracked shipping method to ensure safe delivery.

4. Non‑Returnable Items

The following items cannot be returned or refunded:

 Used insoles or footwear

 Personalised or customised products (including any items made to order, modified, or produced in a custom size or configuration)

These items are final sale.

5. Refunds

Once we receive and inspect your returned item, we will issue a refund to your original payment method.

Refunds are processed within 5–10 business days after the return is approved.

Shipping fees (including US shipping fees) are non‑refundable.

6. Exchanges

We do not offer direct exchanges. If you need a different size, please place a new order once your unused item is refunded.

7. Lost or Damaged Returns

If a return is lost or damaged during transit, the customer is responsible for filing a claim with the carrier.

This applies to EU, UK, US and all international returns.

8. Regional Return Rights

European Union

Unused items may be returned within the legal cooling‑off period. Used or customized items are excluded.

United Kingdom

Unused items may be returned within the legal cooling‑off period. VAT may apply for orders above £135. Used or customised items are excluded.

United States

Unused items may be returned. Import duties and return shipping are paid by the customer. Used or customised items are excluded.

9. How to Start a Return

Email us at spagaitbrand@gmail.com within 14 days of receiving your order.

Please include:

 - your order number

 - the reason for return or replacement

 - the required photos or video (to confirm condition or defect)

Wait for our confirmation and return instructions before sending anything back. Unapproved returns may be delayed or rejected.

10. Agreement

By placing an order with SPA·GAIT, you acknowledge and agree to the terms of this Return & Refund Policy.