Refund Policy
Last updated: April 2026
Our Simple Promise: You Love Your Purchase!
Despite all our efforts, sometimes things don't go as planned. If for any reason you're not completely delighted with your purchase, don't worry—we've made our return process as easy and stress-free as possible.
1. Simple Steps for a Smooth Return
You have 30 days from the day your item arrives to decide if it's right for you.
To make sure your return goes smoothly:
The item must be brand new, meaning it hasn't been worn or used. It must be returned in its original packaging and with tags attached.
Exception: insoles that are part of a free 30-day Trial may have been worn.
Please email us first at contact@newvalberg.com to let us know you're returning your purchase back. This helps us prepare for its arrival and speed up your refund!
If you're simply changing your mind, the cost to ship the item back to us is your responsibility.
Important Note for Partial Returns and Discounts
To maintain the integrity of our promotions, items purchased at a discount or as part of a special offer cannot be returned, exchanged, or refunded.
Purchases of a bundle containing both discounted and full-price items are final sale and cannot be exchanged or refunded. Thank you for your understanding.
We strongly recommend using a shipping service that provides tracking. This is important because we can only process a refund for items we actually receive. We can't be responsible for items lost on their way back to us!
2. Shipping Protection
If you purchased Shipping Protection with your order, we guarantee to replace or refund any items that arrive damaged or defective. This protection also covers items lost or stolen during shipping, including cases where delivery fails due to an error in the shipping address provided by the buyer.
To start the process, you must contact our customer service team as soon as possible, explaining the situation and provide your proof of purchase and photos clearly showing the issue.
Once we have the details, we'll happily cover the return shipping costs and will immediately offer you a replacement or a full refund—whichever you prefer.
The countries we deliver to are:
- Australia
- Canada
- New Zealand
- Singapore
- United States
3. Getting Your Money Back (Refund Process)
Once your returned item is safely back with us and we've quickly checked it over, we'll send you an email confirmation and process your refund right away.
The money will be returned to the same payment method you used when you purchased your item.
Please allow 5–10 business days for the refund to show up in your account. This timing depends on your bank or payment provider.
4. Items We Can't Take Back
To keep things fair for all our customers and ensure the highest quality, we can't accept returns for items that have been:
- Worn or used.
- Changed or altered in any way.
- Damaged by the customer.
5. Got Questions? We're Here to Help!
If you have any questions at all about your return or need a hand, our friendly support team is ready to assist you.
Just send us an email at: contact@newvalberg.com