Refund policy

TheInsoleStore.com provides payment refunds for eligible order cancellations, order modifications, merchandise returns, payment disputes, and unauthorized payment activity.

Refund Reasons

Order Cancellations

Should you elect to cancel your order after it is successfully placed (but prior to being shipped), we will refund your original payment method for the full purchase price of your order including all taxes, shipping, or other amounts where applicable.

Please note that we cannot make any cancellations to orders after they have been shipped. Once an order has been shipped, it must first be returned to us before a refund may be issued. For more information about returning your order, see our Return & Exchange Policy.

In certain circumstances, TheInsoleStore.com may elect to cancel your order without a request from you. In such circumstances, we will refund your original payment method for the full purchase price of your order including all taxes, shipping, or other amounts where applicable.

Refunds for order cancellations are processed at the time of cancellation request confirmation, but may take 24-48 hours to appear on your bank statement/activity.

Order Modifications

Should you elect to modify your order after it is successfully placed (but prior to being sent to fulfillment), in the event that the new total due for your order is less than the original amount paid for your order, we will refund the difference to your original payment method. If the new total due is equal to the original amount paid, no refund will be processed. If the new total due is greater than the original amount paid, you will be responsible for payment of the remaining balance before your order will be shipped.

Please note that we cannot make any cancellations to orders after they have been shipped. Once an order has been shipped, it must first be returned to us before a refund may be issued. For more information about returning your order, see our Return & Exchange Policy.

Refunds for order modifications are processed at the time of modification request confirmation, but may take 24-48 hours to appear on your bank statement/activity.

Merchandise Returns

Once an order has been prepared for fulfillment, it must first be returned to us prior to any refund being processed for your order. For more information on our returns process, please review our Return & Exchange Policy.

Only items that are eligible for return will be refunded. Items received which are ineligible for return will not be refunded nor will store credit be issued for the item(s). To ensure that your return meets all eligibility criteria, please review our full Return & Exchange Policy and create your return through our Returns Portal.

When creating your return through our Returns Portal, you may select whether you wish your refund to be processed to your original payment method or to store credit as a digital gift card. For refunds as a gift card, no deductions will be made from your refund amount due. For refunds to your original payment method, a 3% processing fee will be applied to the refund amount due.

In the event that you choose to return an item for exchange, a refund will only be issued in the event that the new item is priced less than the returned item. In such circumstances, the refund will always be applied to your original payment method.

Refunds for returns are generally processed within 1-2 business days after return delivery, but may take 24-48 hours to appear on your bank statement/activity.

Payment Disputes

Should you have any questions or concerns about your order, we encourage you to contact us first. We will do everything possible to ensure that we answer any questions or concerns that you may have, and we believe firmly in taking care of our customers.

In the event that you initiate a payment dispute through your payment provider for a payment that was made to us, in many cases the funds for that payment are then placed on hold by the payment provider until the dispute is resolved. We do our best to ensure that any disputes are resolved quickly, but please be aware that we cannot process a refund for such payments until the dispute is resolved.

Unauthorized Payment Activity

If you believe that a payment was made to TheInsoleStore.com without your authorization, please contact us with the payment date and total payment amount. We take all inquiries regarding unauthorized payment activity seriously and would be happy to review the payment details provided to us in order to resolve the inquiry for you.

Refund Methods

Original Payment Method

To receive a refund to your original payment method, that same payment account must be active at the time the refund is processed. If the payment method has been suspended, canceled, or closed, we may not be able to process your refund to your original payment method.

In the event that we cannot process a refund to your original payment method due to any of the above circumstances, we will process your refund as store credit instead.

Store Credit

Refunds for store credit are issued in the form a digital gift card. Digital gift cards can be used on our website at any time and never expire. Upon issuance, the digital gift card details will be sent to either the email address or phone number associated with the order being refunded.

Other Refund Policy Information

Refunding to a Different Payment Method

We are unable – for any reason or under any circumstances – to process a refund to a payment method other than your original payment method or store credit.