Refund policy

Return Policy

At Nio Sole, we want you to experience genuine walking relief. If an item does not suit your foot shape, size, or comfort preferences, we offer a comprehensive return window. Due to strict personal footwear hygiene standards, tread preservation, and direct skin contact regulations, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.

2. Return Eligibility and Conditions

To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:

  • The recovery slides, walking shoes, sandals, or orthotic insoles must be completely unworn outdoors, tried on indoors on clean carpet only, unwashed, and in their original, brand-new condition.
  • Podiatric Hygiene & Tread Standards: Outsoles and footbeds must be 100% free from street dirt, gravel marks, scuffs, toe sweat imprints, sock lint, or foot odors. Orthotic insoles must remain uncut and untrimmed along sizing guide lines.
  • All original packaging, branded shoeboxes, shoe stuffing, dust covers, and attached product hangtags must remain fully intact within the box.
  • Items showing signs of outdoor wear, worn tread ridges, creased EVA foam midsoles, trimmed insole edges, or foot powder residue will be strictly rejected during our quality inspection.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the dimensional bulk of shoeboxes, we recommend using a trackable shipping service and purchasing parcel insurance, as Nio Sole cannot guarantee receipt of returned items without tracking proof.

4. How to Initiate a Return

  1. Contact our customer support team at support@niosole.store within 30 days of delivery. Please include your order number, shoe size, item details, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address and specialized packaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a shoe size, colorway, or delivery address), contact us immediately at support@niosole.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated facility, our footwear quality inspection team will examine each item to verify compliance with our return conditions (pristine unblemished outsoles, clean odor-free footbeds, uncut insoles, and complete original branded boxing). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@niosole.store for further assistance.