Enjoy peace of mind.
Satisfied, exchanged
or your money back.
At New Equilibre, Your satisfaction is our top priority.
Nous avons pleinement confiance en la qualité de nos semelles.
That's why we have put in place a Simple, transparent, and hassle-free return policy.
You can ask for a refund in the 14 days upon receipt of your order,
even if you wore the insoles during that period.
Nous comprenons que parfois, un article ne correspond pas parfaitement à vos attentes.
Notre objectif est de vous offrir une expérience d’achat sereine et sans risque.
Try your insoles for 14 days
Satisfied, exchanged or refunded within 14 days
Feedback requests processed within 24-48 hours
RETURNS & REFUNDS
Return policy
- You have 14 days from receipt of your order to request a return.
- Product status: Even if the insoles have been worn, they must remain in normal wear and tear, so that they can be recycled. They must be returned in their original packaging.
- Exceptional cases: If the insoles show abnormal wear marks due to improper use or maintenance, this may lead to a Refusal of reimbursement.
Once the item is received, inspected, and approved, we will send you a confirmation email to indicate that the Refund has been issued.
Return process
Once your return request is confirmed, you will receive your return label by email.
The return label is valid for 7 days. You will therefore have one week to ship your return package:
- Print your Colissimo return label.
- Place your products in their original packaging.
- Deposit your package:
– Either in your mailbox the Return label receipt day
So it is Post office within 7 days. - Once our customer service team receives the returned package and validates its compliance, we will proceed with the refund of your order within 5 to 10 days.
Refund process
When your feedback is approved,your refund will be initiated immediately. Depending on your payment method, it may take 1 to 5 business days for the funds to be credited to your account.
- Credit card Refund to the credit card used for payment.
- PayPal / Apple Pay / Google Pay : Refund to the account used at the time of payment.
Return fees
Product returns are the customer's responsibility (excluding exceptions: defective product/delivery error, in accordance with current legal obligations):
- For orders shipped to France, Germany, Belgium, Spain, Italy, and Luxembourg, a flat return fee of €6.00 will be deducted from your refund.
- For other destinations, return fees vary by country. The rate will be communicated to you when you request a return.
PRODUCT EXCHANGES
Exchange Conditions
- You have 14 days from receipt of your order to make an exchange request.
- Product status: Insoles must be in new condition to be eligible for an exchange of size or model. Any item Not being in its original condition, it cannot be exchanged..
- If the the size doesn't fit you, or if you wish to change models, we We offer a free exchange for the first exchange.
Exchange process
Pour exchange a product, fill our form in us indicating your choice.
We will send you a confirmation email with a return label so that you can return your product to us. Once we receive your product at our facility and verify that it meets our standards, we will send you your New product within 2 business days.
Price adjustment
- Exchange for a cheaper product: If you choose a product that costs less than your original order,
→ We will refund you the difference regarding the payment method used for the purchase. - Exchange for a more expensive product If you would like a product for a higher amount,
→ It will be necessary to process a refund for your initial order., May I place a new order? of the desired product. This guarantees you a clear and secure transaction.
FREQUENTLY ASKED QUESTIONS
Can I try on my insoles and return them if they don't fit?
Yes, You can of course try on your insoles to check that they fit you.
You have 14 days to try your New Equilibre insoles. If they are not suitable for you, you can request a refund during this period, even if the insoles have been worn.
Exceptional cases: If the insoles show abnormal wear marks, due to improper use or maintenance, this may lead to a Refusal of reimbursement.
I am partially returning an order related to a promotion.
When you benefit from a promotional discount conditioned by’purchase of several items (e.g., discount applied upon purchase of 2 or more items), this A discount is granted only if all conditions of the offer are met..
In the event that you return one or more articles that benefited from such discount, the refund will be adjusted in the following way:
- If the return leads to Loss of offer conditions (for example, if you fall below the minimum purchase threshold required), the discount initially applied will be deducted from the refund. The amount reimbursed will correspond to the price of the item returned, less the portion of the discount from which it benefited.
→ Example: If an offer gives a €10 discount for 2 items purchased and you return one of the items, the discount will no longer apply. The refund will be adjusted accordingly. - If the return does not lead to the loss of the offer's conditions (for example, if you stay above the minimum purchase threshold required), the discount initially applied will be maintenance. The amount refunded will correspond to the price of the item returned, including the discount.
→ Example: If you have ordered 3 items, and are only returning one, you will still benefit from the offer of 10 euros for every 2 items purchased. You'll be refunded the discounted price without adjustment.
How can I cancel my pending order?
If your order has already been shipped, you must to wait to receive it to request a return via our return form.
In case your order has not yet been shipped, Contact our customer service immediately via our contact form to request its cancellation on the page of contact.
Can I get a refund for shipping fees if delivery is late?
Your order is delivered late as you have chosen a paid delivery option, we can refund you for the shipping costs. In this case, please let us know by email at [email protected].
In the case of a return of order, the paid shipping fees are not eligible for reimbursement.
I'm past the 14-day limit and want to return a product.
At New Equilibre, we are committed to offering you a impeccable shopping experience.
Our policy provides for a 14 day period for everything Exchange, return, or refund.
After this deadline, your request doesn't fit anymore in our return and refund policy.