Return Policy

At Suprsteps, we want you to enjoy every step pain-free and with complete confidence. If your order isn’t quite right — whether it’s the fit, feel, or style — we’re here to help. You can return any unused insoles within 90 days of receiving your order.

Your comfort is our priority, and we’ll do our best to make things right.

Eligibility for Returns

To be eligible for a return, insoles must be:

Unworn, unwashed, and in their original condition
Returned in original packaging, with all tags and trimming guidelines intact

Any signs of wear, trimming, or damage may result in the return being rejected.

How to Initiate a Return

To start a return, please contact our support team at info@suprsteps.com
Provide your order number and a short explanation of the reason for your return.

Self-Service Returns

Suprsteps offers a streamlined Self-Service Return process to make returns quick and easy. Once the return cost is confirmed, our support team will send you a link to register your return.

Buyers must provide a valid reason and clear supporting evidence.
Suprsteps reserves the right to deny any return that lacks sufficient explanation or accurate documentation.
Once the item is received, our Returns Team will inspect it to ensure it meets our criteria. You’ll be notified of the outcome via email.

Return Shipping

Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g. incorrect, defective, or damaged item).
Once you request a return, we’ll email you the return shipping cost for approval.
Once approved, we’ll send you the link to start the return process. The return shipping cost will then be deducted from your refund.

Please note:

Delays caused by customs clearance are beyond our control and are not considered valid reasons for a return.
Returns for bundles must include all items from the bundle. Individual items cannot be returned separately.

If your order arrives damaged, defective, or in the wrong size or variant, we’ll cover the return shipping cost. Please contact our support team within 14 days of delivery to report the issue.

Refund Process

Once we receive your returned item and inspect it, we will notify you of the approval or rejection of your return.

If approved, your refund will be processed to the original method of payment within 7 calendar days, minus the agreed return cost.
Refunds may take additional time to appear depending on your bank or payment provider.

Exchanges

If you’d like to exchange your insoles for a different size, please contact us at info@suprsteps.com

Once approved, we’ll send you an invoice for the return shipping cost and any price difference (if applicable).
After payment, you’ll receive a link to register your return and select Exchange.
Once we’ve received and inspected your item, you’ll receive store credit via email so you can reorder your preferred size.

Return Denial

Suprsteps reserves the right to refuse returns that do not meet our return policy guidelines. This includes:

Products that have been trimmed, used, or worn
Items no longer in their original condition or packaging
Returns sent outside the eligible return period
Returns sent to any address other than the one provided through our return portal