Refund Policy
Refund Policy
Last updated: 23-06-2026
Thank you for shopping with ErgoSteg.
We want you to feel confident about your purchase. If something doesn't feel right, we're happy to help — whether it's about size, delivery, a return, or a product that doesn't meet your expectations.
Below you'll find our terms for the right of withdrawal, returns, refunds and complaints.
Right of withdrawal
As a customer, you have the right to cancel your purchase within 14 days from the day you received your order.
To use your right of withdrawal, you need to contact us within 14 days of receiving your delivery and let us know you wish to cancel the purchase.
Contact us at:
Always state your order number and the email address used at purchase, and we'll help you with further instructions.
Return conditions
For a return to be approved, the product needs to be returned in its original condition.
This means:
- The product must be unused, or only handled in a way necessary to check size and fit
- The product must be clean, intact and free from marks, odour, dirt or wear
- The product must be returned in its original packaging
- Any accessories, protective covers, labels and packaging materials must be included
- The product must not be cut, washed, damaged, or used for an extended period
Since ErgoSteg is a product used inside shoes and in direct contact with the feet, returns need to be in a condition that allows the product to be inspected and handled hygienically.
Products that are clearly used, cut, dirty, damaged, or missing their original packaging may be refused as a return, or may lead to a deduction for reduced value.
Testing the product
You're of course welcome to check the product at home to assess size, fit and design.
To avoid a reduction in value, we recommend that you:
- try the insoles carefully
- don't cut them to size until you're sure you want to keep them
- don't use them outdoors or for an extended period
- keep the original packaging until you've made your decision
If the product has been cut, adjusted, or used in a way that means it's no longer in its original condition, the return may not always be approved.
Return shipping
If you cancel your purchase, you are responsible for the return shipping cost yourself.
We always recommend sending your return using a trackable shipping method. You are responsible for ensuring the return reaches us.
Returns sent without first contacting our customer service cannot be guaranteed to be handled correctly.
Refunds
Once we've received and inspected your return, we'll let you know whether it has been approved.
If approved, the amount will be refunded to the same payment method used at purchase.
Refunds are usually processed within 7–10 working days after the return has been received and approved. How quickly the money appears in your account can vary depending on your bank or payment provider.
Return shipping costs are non-refundable.
If the product has been handled more than necessary, or is not returned in its original condition, a deduction may be made for reduced value.
Uncollected parcels
A parcel that isn't collected doesn't automatically count as an approved return or cancellation.
If a parcel isn't collected and is sent back to us, costs for shipping, return shipping and handling may be deducted from any refund.
Always contact us if you have trouble collecting your parcel, and we'll be happy to help find a solution.
Exchanges
We don't primarily offer automatic exchanges.
If you've ordered the wrong size by mistake, contact us as soon as possible at support@ergosteg.uk. If the order hasn't been shipped yet, we can often help change the size before delivery.
If the order has already been shipped, our standard return terms apply.
Damaged or faulty item
If you receive an item that is damaged, faulty or incorrect, please contact us as soon as possible.
Send an email to:
Please include:
- Order number
- A description of the issue
- Clear photos or video showing the fault
If the case is approved as a complaint, we'll help you find a solution. This could be a replacement product at no extra cost, or a refund, depending on the situation.
If a complaint is approved, we will of course cover the costs required to resolve the matter.
If the product doesn't fit
ErgoSteg is designed to fit most shoes and can be trimmed at the front for a better fit.
We recommend placing the insole in the shoe and checking the fit before cutting it. Once the product has been cut or adjusted, it's considered altered and may not always be eligible for return.
If you're unsure about size or fit, you're always welcome to contact us before cutting or using the product.
How to start a return
To start a return:
- Contact us at support@ergosteg.uk
- Provide your order number
- Briefly explain why you'd like to return the product
- Wait for instructions from our customer service before sending the item back
We'll guide you through it step by step.
Contact
If you have questions about returns, cancellations, complaints or your order, you're always welcome to contact us.
Email: support@ergosteg.uk
We're happy to help.