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REFUND & RETURNS POLICY

Last updated: October 1, 2026

At SPA GAIT, we carefully select, inspect, and prepare every product before it is shipped. Our products incorporate premium natural materials, including natural goat suede with minimal processing and natural resin-bound coconut fibre. Because natural materials retain their inherent characteristics, individual products may vary slightly in colour, texture, grain, and surface appearance.

Please read this Refund & Returns Policy carefully before purchasing. By placing an order, you acknowledge that you have reviewed the product description, photographs, sizing information, and material information available on our website.

This policy applies to customers in Canada, the United States, the European Union, the United Kingdom, and other countries where SPA GAIT sells products, subject always to mandatory consumer rights applicable in the customer's jurisdiction.

1. 30-Day Size Guarantee & Bundle Exchanges

We want your SPA GAIT experience to be perfect. If you ordered a single pair or a bundle (3 or 6 pairs) and find that a specific size does not visually match your footwear, you can request a size exchange within 30 days of delivery.

• Visual Check Only: Because our adaptive coconut coir core and premium suede mould instantly to body weight, pressure, and heat, the insoles must be 100% unworn and untouched by feet to qualify for an exchange.

• How to Check the Size: Please test the size strictly visually by placing the SPA GAIT insole against your current factory insoles or your shoe's outsole. Make sure to align the SPA GAIT insole as close to the toe area of your shoe as possible.

• Fit Guide Note: Our insoles are intentionally designed to be 2–3 mm (about 1/10 of an inch) wider than standard factory insoles to ensure a perfect, gaps-free fit after the natural adaptation phase. The total length may also look about 0.5 cm (0.2 inches) longer or shorter than your current insoles before they settle.

• Voiding the Exchange: Any signs of weight pressure, footprints, toe impressions, material compression, or signs of adaptation will completely void the size exchange option.

• Partial Bundle Exchanges: If you purchased a bundle with multiple sizes, you can exchange individual pairs from the set, provided that the returned pairs meet the strict "unworn" criteria described above.

• We do not offer direct exchanges. If you need a different size, you may return the pair (if eligible) and place a new order. Please note that customers are fully responsible for all return shipping costs. Any signs of wear or foot imprint make a pair non-returnable.

2. Condition Requirements for Returns and Exchanges

Where permitted by applicable law, SPA GAIT accepts eligible returns or exchanges for reasons such as change of mind, incorrect size selection, or personal preference subject to the following strict conditions:

• The product must be returned in its original, undamaged packaging.

• The product must show absolutely zero signs of use, footprints, dirt, odour, or modification.

• Mandatory statutory cancellation or withdrawal rights remain unaffected.

3. Return Shipping Costs

For any return or exchange initiated by the customer for reasons such as change of mind, incorrect size selection, personal preference, or colour preference, all return shipping costs to our warehouse are the responsibility of the customer, where permitted by applicable law. SPA GAIT does not provide free return shipping labels for sizing adjustments or change-of-mind returns.

4. Please Inspect Your Order Immediately (Transportation Claims)

When your order arrives, please inspect the outer packaging and the product as soon as reasonably possible.

For your protection, SPA GAIT requires customers to record a continuous unboxing video of the package being opened for any claim relating to damage that may have occurred during transportation. The recording should begin before the package is opened and should clearly show:

• The condition of the external packaging and shipping labels.

• All visible damage to the packaging.

• The actual opening of the package and the condition of the product immediately after opening.

If a transportation-damage claim is submitted without the required unboxing video and clear photographs, SPA GAIT may have limited ability to determine when or how the damage occurred. The absence of a video does not, however, remove any mandatory rights that cannot legally be excluded under applicable consumer law. Where transportation damage is verified, SPA GAIT will provide the remedy required under applicable law.

5. Natural Materials, Inherent Variations & Normal Use

SPA GAIT uses natural materials whose appearance may vary naturally from one production batch to another. The primary material that comes into direct contact with your foot is natural goat suede with minimal processing, with coconut fibre beneath it.

Because these materials retain their natural characteristics, subtle variations may occur in colour, shade, texture, grain, surface markings, and softness. Such differences are inherent to premium natural materials and are not considered manufacturing defects.

Furthermore, natural goat suede and coconut coir will naturally change in appearance over time during normal use (e.g., the surface may become smoother or glossier in high-pressure areas, and the core will compress to form your unique footprint). These changes are part of the intended adaptive behaviour of the product and do not constitute damage or defects.

6. What Is Considered a Manufacturing Defect?

A manufacturing defect refers to a material or workmanship problem that causes the product to fail to conform to its description or intended construction. Examples include:

• Significant structural failure.

• Stitching, bonding, or core construction failure that is not attributable to normal wear and tear.

• An incorrect item or material composition supplied that materially differs from what was ordered.

7. How to Start a Return or Exchange

To initiate a size exchange or submit a product claim, please contact our support team within the applicable period at:

📩 [email protected]