Refund policy

30-Day Return Policy

Eligible products may be returned within 30 days after the order has been delivered.

To qualify for a return, the product must be:

• Completely unused and in the same condition in which it was received

• In its original packaging with all tags, seals, accessories, and components

• Accompanied by the receipt or other proof of purchase

• Approved for return by ShoeMedic before being shipped back

Products that have been used, tested, applied, worn, damaged after delivery, or otherwise altered are not eligible for return, exchange, or refund. Brief or partial use is still considered use.

Return Eligibility by Location

Our voluntary return policy applies only to orders delivered to an address within Canada. Approved returns must also be shipped from within Canada.

Orders delivered outside Canada are final sale and are not eligible for return or exchange, except where mandatory consumer-protection laws require otherwise.

Requesting a Return

Before returning an eligible product, contact us at info@shoemedic.com with your order number and the name of the product you wish to return.

If the return is approved, we will provide return instructions and the return address.

Products sent back without prior return authorization may not be accepted or refunded.

Return Shipping

Customers are responsible for arranging and paying all return shipping costs.

ShoeMedic does not issue or provide prepaid return shipping labels under any circumstances.

Original shipping charges and return shipping costs are non-refundable.

We strongly recommend using a trackable and insured shipping service. The customer is responsible for the return package until it has been successfully delivered to ShoeMedic. We are not responsible for return packages that are lost, damaged, delayed, or misdirected while in transit.

Packages sent collect-on-delivery will not be accepted.

Insoles and Products Used Inside Footwear

For hygiene reasons, all products designed to be placed, worn, or used inside footwear are final sale and cannot be returned or exchanged.

This includes, but is not limited to:

• Insoles, orthotics, footbeds, and arch supports

• Heel grips, heel lifts, heel pads, and cushions

• Gel inserts, anti-slip pads, and toe protectors

• Shoe trees, boot shapers, and other products placed inside footwear

These products are not eligible for return even if they have not been used or the packaging remains unopened, except where required by applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

If an item arrives damaged or defective, or if you receive an incorrect item, contact us promptly at info@shoemedic.com. Include your order number, a description of the problem, and clear photographs of the product and its packaging.

We will review the issue and advise you of the appropriate resolution. Do not return the product before contacting us and receiving instructions.

ShoeMedic does not provide prepaid return shipping labels for damaged, defective, or incorrect items. If a return is required, the customer is responsible for arranging and paying for the return shipment.

Non-Returnable Items

The following products are final sale and cannot be returned or exchanged:

• Any product that has been used, tested, applied, worn, or altered

• Any product designed to be placed, worn, or used inside footwear

• Products that are not in their original condition or packaging

• Products with missing or removed tags, accessories, components, or packaging

• Products with opened, broken, or removed protective seals

• Special-order, custom-made, or personalized products

• Sale or clearance items

• Gift cards

• Hazardous materials, flammable liquids, gases, aerosols, and other restricted products

• Products delivered outside Canada, except where required by applicable law

Please contact us before purchasing if you have questions about whether a particular product is eligible for return.

Exchanges

We do not offer direct exchanges.

If you require a different eligible product, size, or colour, you must request authorization to return the original product and place a separate order for the replacement.

Products listed as final sale or non-returnable cannot be exchanged.

Refunds

Once an authorized return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 business days. Your bank or credit card company may require additional time to process and post the refund.

Original shipping charges and return shipping costs are not refundable.

If more than 15 business days have passed since we approved your refund, please contact us at info@shoemedic.com.

Mandatory Consumer Rights

Nothing in this policy limits any mandatory consumer rights provided by applicable law.