Refund policy
Last Updated: June 22, 2026
At Wellio, we want you to love how your feet feel with every step. If you are not completely satisfied with your Wellio insoles, we offer a straightforward 30-day refund and exchange policy.
30-Day Satisfaction Guarantee
You have 30 days from the date of delivery to request a return or exchange. We want you to feel confident in your purchase, so we have made our process as simple as possible.
Eligibility for Returns
Eligible for Refund:
- Unworn, unused insoles in their original, undamaged packaging
- Items received damaged or defective
- Wrong item or wrong size received (our error)
Free Size Exchange:
- Ordered the wrong size? We offer one free size exchange per order on unworn, untrimmed insoles in their original packaging, within 30 days of delivery (subject to availability).
Not Eligible for Return:
- Insoles that have been worn or used (for hygiene and safety reasons)
- Insoles that have been trimmed, cut, or altered
- Items missing their original packaging
- Items returned after 30 days from delivery date
- Products purchased from unauthorized retailers
- Free gifts or promotional items
How to Initiate a Return or Exchange
- Contact Us: Email support@wellioskin.com with the subject line "Return Request - [Your Order Number]"
- Provide Details: Include your order number, reason for return, and whether you prefer a refund, exchange, or different size
- Receive Instructions: Our team will respond within 24-48 business hours with return instructions and a return authorization
- Ship the Item: Send the item back using the provided instructions
- Receive Your Refund or Exchange: Once we receive and inspect the returned item, we will process your refund or ship your exchange
Return Shipping
- Damaged, defective, wrong item, or wrong size (our error): We will provide a prepaid return shipping label at no cost to you
- Change of mind / dissatisfaction / customer-requested size exchange: Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit
Refund Processing
- Refunds are processed within 5-7 business days after we receive and inspect the returned item
- Refunds are issued to the original payment method used at checkout
- Please allow an additional 5-10 business days for the refund to appear on your statement, depending on your bank or payment provider
- Because we offer free shipping, the full amount you paid for the product is refunded on eligible returns
Exchanges
Need a different size or want to exchange your item? Contact us at support@wellioskin.com. Exchanges are subject to availability and apply to unworn, untrimmed insoles in their original packaging. If your desired size or item is out of stock, we will issue a full refund.
Damaged or Defective Items
If you received a damaged or defective item:
- Contact us within 7 days of delivery at support@wellioskin.com
- Include photos of the damage/defect and your order number
- We will send a replacement at no additional cost, or issue a full refund (your choice)
Order Cancellations
If you need to cancel an order:
- Before shipment: Contact us immediately at support@wellioskin.com. If the order has not yet been processed for shipping, we will cancel it and issue a full refund.
- After shipment: Once an order has shipped, it cannot be canceled. Please follow the standard return process above once you receive the package.
Sale and Discounted Items
Items purchased on sale or with a discount code are eligible for returns under the same conditions as full-price items. Refunds will be issued for the amount actually paid.
Contact Us
If you have any questions about our Refund Policy, please do not hesitate to reach out:
Wellio Customer Support
Email: support@wellioskin.com
Response Time: Within 24-48 business hours