Return policy
Thanks for choosing XSTANCE! We want you to be thrilled with your purchase, but we understand that mistakes happen, and minds can change. If there are any damages to your product or you simply had a change of heart, please email us at support@thexstance.com to apply for a refund or return after reading our policy below:
Cancellations
The following restrictions apply:
- You can only cancel an order within 24 hours of placing it
- If an order has already been shipped, unfortunately, it’s not possible to cancel
Returns
We offer a 90-day money-back guarantee on all of our products, unless specified otherwise on the product page, during a special event or promotion (this also excludes XSTANCE Plantar Fasciitis Bundle). If for any reason you don’t like the product (size, fit, color, it’s raining outside), you have 90 days after receiving it to contact us. This is the perfect period to test our products and their suitability for your daily life.
Please note: Products damaged from excessive or unusual use (broken, cut in half, or burned) are not eligible for the guarantee (our XSTANCE Insoles can be trimmed). We will ask you to send us a photo to assess the damage before proceeding with a refund or return.
How We Process a Return
For US customers: Return the product to The Other Side Academy, 667 East 100 South, Salt Lake City, UT 84102. By returning your insoles to www.theothersideacademy.com, you’ll be taking part in a good cause. We’ve partnered up with the academy to donate our returned items to them and those in need.
For international customers: Return the product to our charity partner at Cancer Research UK, 69 Queen Street, Glasgow, United Kingdom G1 3BZ
The following restrictions apply:
*We do not cover the shipping costs for returns
*After contacting us you have 30 days to ship the product
*We are not responsible if the package is lost, therefore a tracking number is required to return any product
Exchanges: For exchanges, we will send your new product as soon as we receive your return with our standard shipping time.
Returns: After the package is delivered, we will inspect it within 1 business day and process your refund or exchange the same day. If the package is not delivered, we can’t process your refund or exchange. Please read our refund process carefully below.
How We Process a Refund
All refunds can only be paid back to you using the same payment method you used to purchase.
Credit & Debit Cards: Visa, Mastercard, and Amex refunds take roughly 5 - 10 days to be reimbursed to your account (depending on your bank). If you can’t see the refund in your statement, we will provide you with an Acquirer Reference Number (ARN) that you can show your bank for more information.
PayPal: If you paid with PayPal, please refer to https://www.paypal.com/smarthelp/article/i-want-a-refund.-how-do-refunds-work-faq3248
Returning XSTANCE Plantar Fasciitis Bundle (Multiple products)
Our XSTANCE Plantar Fasciitis Bundle has a different return and refund policy outlined below.
If you receive an incorrect size, product, or damaged item, you’re entitled to exchange it within the first 30 days after receiving it.
Step 1: To apply, please contact us first at support@thexstance.com and send us photos of specific products that are damaged or incorrect.
Step 2: Ship the products to us following the return process above.
Step 3: Now we wait. Your exchanged products will be delivered according to the return process above.
Our Relief Guarantee
Our Plantar Fasciitis Bundle has a unique “Relief Guarantee”. This means if you followed our instructions, used all products in the bundle for 30 days and you don’t feel any relief whatsoever, you are eligible for a full refund - no questions asked. After 30 days of use, you have an additional 7 days to contact us at support@thexstance.com to start the return process.