Returns & Refunds

At NUKIX, we want you and your little one to love what you ordered. We stand behind our products, and your satisfaction genuinely matters to us — so every order is backed by our Fit & Comfort Guarantee. If something isn't right, just reach out through our contact page or email support@nukix.com and we'll do our best to make it right.

Our Fit & Comfort Guarantee

However you chose your insoles — matched in the NUKIX app or selected through our Foot Type Guide — every pair is backed by the same promise. A short break-in period is normal, so give the insoles 1–2 weeks. If after that they're still not the right fit, contact us within 60 days of delivery and we'll first re-match your child to the correct level at no extra cost (a quick scan in the NUKIX app gives us the most accurate match). If the re-matched level still isn't right, we'll refund you. Your child needs to actually wear the insoles to know if the level is right, so this guarantee applies even to gently worn pairs returned through this process.

Cancellations & Changes

Need to change or cancel an order? Just let us know within 48 hours of placing it and we'll take care of it. After that window, your order may have already started processing, so we can't always make changes — but we'll always try. If you cancel in time, your refund will be processed within 5–7 business days.

Returns

We offer a 30-day return window for unused items in their original packaging.

To start a return, email us within 30 days of delivery with your order number and the reason for return, and we'll guide you from there. We just ask that all returns are approved by our team before you ship anything back — it helps us process your refund smoothly and avoid any mix-ups.

A few things to keep in mind:

  • Items should be returned unused and in their original packaging (the Fit & Comfort Guarantee above is the exception for level swaps).
  • Please include your order number and the name on the order in the package so we can process it quickly.
  • Return shipping is covered by the customer, except where an item arrived damaged. Original shipping costs aren't refundable.
  • We're not able to refund items that have been used, worn, or damaged through normal use or misuse — outside of the Fit & Comfort Guarantee.
  • For non-approved returns, or returns sent outside the 30-day window, we may apply a restocking fee of up to 25% of the purchase price. We'd much rather work something out with you first, so please reach out.

Once your return reaches us, we may take up to 5–7 business days to inspect it. After we confirm the items are in good condition, please allow up to 10 business days from that confirmation date for your refund to be fully processed. If you haven't seen your refund after we've confirmed it's been sent, your financial institution can help track it down.

All refunds are issued in Canadian Dollars (CAD $), matching your original purchase. If your bank applies any currency conversion or transaction fees on their end, those are outside our control.

Product Comfort & Safety

Your child's safety comes first, always. To get the best (and safest) results, please follow the usage instructions and safety guidance included with your product and available on our website.

If your child experiences mild discomfort while using our insoles, this is normal and part of the break-in period. After 1–2 weeks, if they're still not getting used to the support, reach out through our contact page — we're happy to help you sort it out.

Damaged Items

We pack every order carefully to protect it in transit. We consider an item damaged if it has a defect or arrives physically broken. (A dented or scuffed shipping box with the product safe inside isn't considered damage.)

If your item arrives damaged, let us know within 48 hours of delivery — just email us with a clear photo of the damage, and we'll check your eligibility for a free replacement. Items damaged through normal wear, use, or misuse aren't eligible for refund or return.

Shipping & Delivery

We work hard to get your order to you promptly. That said, once a package is with the courier, delays from the courier, customs, or other factors are outside our control. If you run into a delivery issue, contacting the courier directly is usually the fastest way to resolve it. We're unable to take responsibility for packages that are lost, stolen, or delayed in transit — but if something goes wrong, reach out and we'll help however we can.