Refund policy
Refund & Return Policy – Arcova Steps
Last updated: November 3, 2026
At Arcova Steps we want every step to feel right. This policy applies to every order placed in our store, whatever the delivery country.
30-day returns
You have 30 days from the day you receive your order to request a return.
To be eligible, the insoles must:
- be clean and in like-new condition, with no damage, stains or excessive wear;
- include all their parts, including both pairs of removable arch pads, and, where possible, the original packaging;
- come with your order number or proof of purchase.
Trying the insoles on to check the size and the fit is fine.
How to request a return
- Email us at innewgadget@gmail.com with your order number and the reason for the return.
- We will reply within 24-48 business hours with instructions and the return address.
- Only send the package once we have approved your request. Packages sent without an approved return cannot be accepted.
Return shipping costs are paid by the customer, unless the item is defective, damaged or not what you ordered. In that case we cover them.
We recommend using a shipping service with tracking. We cannot be responsible for returns lost in transit.
Damaged, defective or wrong items
Please check your order as soon as it arrives. If the item is damaged or defective, or it is not what you ordered (wrong size or color), email us at innewgadget@gmail.com within 7 days of delivery with photos of the product and the packaging. We will send you a replacement or a full refund at no cost to you.
Non-returnable items
- Insoles that are dirty, damaged, cut or trimmed, or show clear signs of long-term wear, for hygiene reasons.
- Returns missing the removable arch pads.
- Gift cards.
If you have questions about sizing, please contact us before you buy and we will help you choose.
EU customers: 14-day right of withdrawal
If your order is delivered in the European Union, you have the right to withdraw from the purchase within 14 calendar days of receipt, without giving any reason. To exercise it, email us at innewgadget@gmail.com stating your decision.
You may inspect the product as you would in a physical store. We may deduct from the refund any loss in value caused by handling beyond what is necessary to check the product.
We will refund you within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the item back or you send us proof that you have shipped it.
Refunds
Once we receive and inspect your return, we will email you to let you know whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to show it.
- Currency: refunds are made in the currency you paid in. Arcova Steps is not responsible for exchange-rate differences or bank fees.
- Original shipping: shipping is free on every order, so there is nothing to deduct.
- Taxes and duties: they are included in the product price, so the refund covers the full amount you paid.
If more than 15 business days have passed since we approved your refund and you have not received it, email us at innewgadget@gmail.com.
Contact
Any questions about returns: innewgadget@gmail.com