30-day guarantee. We want your Northstep brace to work for you. If it doesn't, you have 30 days from the day it's delivered to contact us about a return, an exchange or a refund.
Wrong size? Email us within 30 days of delivery and we'll help you exchange it for the right size. Please keep the brace clean and in its original condition.
Changed your mind? You can return your order within 30 days of delivery for a refund. Items must be clean, undamaged and in their original packaging where possible. Return shipping for change-of-mind returns is paid by the customer.
Damaged, defective or wrong item? Every brace is covered for 30 days from delivery against manufacturing defects. If your brace arrives damaged, defective, or isn't what you ordered, email us within 30 days with your order number and a photo, and we'll send a replacement or refund you, at no cost to you.
How to start a return
- Email info@northstepco.com with your order number and the reason for your return.
- We'll reply with return instructions and the return address. Please don't send items back without contacting us first; returns sent without instructions can't be processed.
- Once we receive and check your return, we'll email you to confirm your refund.
Refunds. Approved refunds go back to your original payment method. Depending on your bank, it can take 5–10 business days to appear. Shipping is free, so there are no shipping charges to refund.
Questions? Email info@northstepco.com and we'll help.