Exchanges & Returns
We trust our products, and your satisfaction is our top priority. For BalancePro insoles purchased directly from this website, please see our Exchange and Return Policy below.
If the product is new (never used) and untrimmed: 90-day free exchange or return
You can exchange or return the product for free within 90 calendar days from the original date of delivery (the date you receive the product). We will take care of all costs associated with shipping and handling, hassle-free for you. For hygienic reasons, we cannot accept exchange or return if the product is used. Please note that free size exchange is limited to once per order.
If the product is used or trimmed: 60-day free exchange in case of product defect
If there is a product defect that is not a result of misuse or abuse, we will provide an exchange for free within 60 calendar days from the original date of delivery (the date you receive the product). We will take care of all costs associated with shipping and handling, hassle-free for you.
Procedure for exchanges or returns
To make a size exchange or return, please follow the steps below:
- Contact us (email or phone) and let us know whether it is a request for size exchange or return. Include the Order Number as shown on your receipt.
- We will send you a Exchange/Return Authorization Number (E/RAN) and detailed instruction.
- Carefully package and mail the product back to us (see address below) via Canada Post registered mail, and make sure to include the E/RAN and the order number in the package. Please note that we cannot accept other shipper/courier services.
- Within two (2) business days after we receive your package, for size exchanges we will send out the new package, or for returns we will issue refunds in the original form of payment for the price paid for the product.
Address for exchanges or returns
Please send your package to:
7 Haney Drive, Guelph, Ontario, N1L 1N7, Canada
We offer a one-time only price adjustment should the product you have purchased online at regular price is marked down within 14 days of purchase. To obtain a price adjustment, please contact us in writing within the 14-day window. From time to time we may run promotions where a price adjustment is not available, and in such event we will state that fact on our website.
Credit cards, PayPal and Interac online refunds
For refunds or price adjustments, we only credit the original account used to make the original purchase. Please allow up to two billing cycles for your credit to appear on your statement.
For purchases through PayPal, if PayPal balance or bank account was used, the amount will be immediately refunded back to your PayPal account, and if credit card was used, the refund will be immediately sent to the credit card company for processing, which can take several days depending on the credit card company. Please allow up to two billing cycles for your credit to appear on your statement.
For BalancePro insoles purchased from elsewhere
If you purchased your BalancePro insoles from an authorized retailer, please discuss with the retailer regarding product exchanges or returns. We are unable to process exchanges or returns for products purchased from unauthorized third parties.