Refund policy

Refund Policy

Last Updated: August 2026

At FreshStep, your satisfaction is important to us. We stand behind the quality of our products and want you to feel confident when ordering from us.

30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee on eligible ActiveFlex products.

You have 30 days from the date you receive your order to try your ActiveFlex insoles. If you are not satisfied with your purchase, you may request a refund by contacting our support team within the 30-day period.

Because ActiveFlex insoles are designed to be worn and tested for comfort, the product does not need to be completely unused to qualify for the 30-Day Money-Back Guarantee.

To request a refund:

Your request must be submitted within 30 days of receiving your order.
You must provide your order number.
The product must have been used for its intended purpose and reasonably cared for.
The product must not have been intentionally damaged or misused.
You may be required to return the product before your refund is processed.

Customers are responsible for return shipping costs for change-of-mind returns, unless otherwise required by applicable law or the product is defective, damaged, or incorrect.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as reasonably possible after delivery.

Please include:

Your order number
A description of the issue
Clear photos of the product and packaging

Once the issue has been reviewed and approved, we will provide an appropriate remedy, which may include a replacement or refund, in accordance with applicable consumer protection laws.

Refunds

Once your return has been received and inspected, your refund will be approved and processed to your original payment method.

Please allow 5–10 business days for your bank or payment provider to complete the refund after it has been processed by FreshStep.

Exclusions

The 30-Day Money-Back Guarantee does not cover products that have been:

Intentionally damaged
Misused or abused
Altered or modified
Damaged due to improper storage or handling

Nothing in this Refund Policy limits or excludes any rights you may have under applicable consumer protection laws.

Order Cancellations

Orders may be cancelled before they have been processed for shipment.

If your order has already been processed or dispatched, cancellation may no longer be possible. In this case, you may use the applicable return or refund process described above.

Delivery Delays

While we strive to deliver orders within our estimated delivery times, occasional courier delays may occur.

A delivery delay does not automatically qualify for a refund while the parcel remains in transit. If your order is considered lost or otherwise undelivered, please contact our support team so we can investigate the shipment and determine the appropriate resolution.