ORTHAE PULSE — Cushion Support

1. 30-Day Return Window

You have 30 days from the date your order is delivered to request a return.

2. Condition of Items

To be eligible for a full refund, returned footwear must be:

• Unused, unworn, and in its original condition.
• Accompanied by all original tags, accessories, and documentation.
• Placed in the original packaging whenever possible to ensure the items are protected during transit.

3. Return Shipping & Costs

The cost of return shipping depends on the reason for the return:

• Customer Choice (Change of Mind, Wrong Size, etc.): For returns based on personal preference, the customer is responsible for organizing and paying for the return shipping. We do not provide pre-paid labels for these cases; please use a trackable service at your local post office.
• Defective or Incorrect Orders: If the item is faulty, damaged by the carrier, or not what you ordered, the cost to you is £0.00. We will email you a pre-paid shipping label to download and print, covering the full cost of the return.

Restocking Fees: We do not charge any restocking fees for any returns.

4. How to Complete Your Return

1. Request Authorization: Email us with your order number and the reason for the return. Our team will provide you with official authorization and mailing instructions.
2. Repack Your Item: Carefully pack the footwear along with all its original tags and accessories.
3. Dispatch: Send the package back following the specific instructions provided in our authorization email.

5. Refund Procedure

• Inspection: Once your return reaches us, our team will inspect the items to verify they meet our return criteria.
• Approval & Timing: After approval, your refund will be issued to your original payment method.
• Details: Please allow up to 7 business days for the credit to appear in your account, depending on your bank. We refund the full purchase price.

6. Product Exchanges

We are happy to facilitate exchanges for different sizes or models.

• There are no exchange fees applied by Prime Footwear.
• The customer covers the shipping cost to return the original pair to our warehouse.
• We will pay the shipping cost to send the new replacement pair back to you free of charge once the inspection is complete.

7. Order Cancellations

We offer a 24-hour grace period for cancellations following your purchase. After this 24-hour window, the order may already be in the processing or shipping phase and cannot be stopped.