Refund policy
Return & Refund Policy
At Free Stride, customer satisfaction is important to us. We aim to handle every return and refund request fairly and transparently.
This policy explains the conditions that apply to returns, refunds and replacements. By placing an order with Free Stride, you agree to the terms below.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
Requests submitted after the 30-day period may not be accepted.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or you receive the wrong product, please contact us within 48 hours of delivery at:
Please include:
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Your order number
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A description of the issue
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Clear photos or videos showing the problem
Each request will be reviewed individually.
If the issue is confirmed, Free Stride may offer an appropriate solution such as:
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A replacement
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A partial refund
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A full refund
No additional return costs will be charged when an item is confirmed to be defective or incorrect.
Returns for Other Reasons
You may also request a return because of:
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Incorrect size
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Personal preference
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Change of mind
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Ordering the wrong item
For these returns:
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Return shipping costs are the customer's responsibility
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Any customs, duties or carrier fees are the customer's responsibility
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Original shipping charges are non-refundable
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The product must be unused, unworn, unwashed and in its original condition
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All original packaging, components and accessories must be included
For hygiene reasons, products that have been worn or used may not be eligible for return unless they are defective.
How to Request a Return
Before sending anything back, contact:
Please provide your order number and the reason for your return.
If your return is approved, our customer service team will provide:
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Return instructions
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The appropriate return address
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The steps required to complete your return
Please do not send a product back without receiving return authorization first.
Returns sent without authorization or to an incorrect address may be refused.
Return Shipping
Unless the product is confirmed to be defective or incorrect, return shipping costs are the responsibility of the customer.
A valid tracking number is required for returned packages.
Customers remain responsible for the return shipment until it has been received by our return facility. We strongly recommend using a tracked shipping service.
Free Stride cannot guarantee a refund for a return package that is lost without valid proof of shipment or delivery.
Products must be packaged securely to prevent damage during transportation.
Refund Processing
Once your return arrives, it will be inspected to make sure it meets the conditions of this policy.
Approved refunds will be issued to the original payment method.
Please allow up to 14 days after your return reaches our facility for the return to be inspected and processed. Your bank or payment provider may require additional time before the refund appears in your account.
Lost or Undelivered Orders
If your order has not been delivered within 30 days after shipment, please contact our customer service team.
We will investigate the shipment with the carrier. If the parcel is confirmed as lost, a replacement or refund may be offered.
Refused or Uncollected Packages
If a package is refused or is not collected from the carrier, any return, storage, reshipping or carrier fees may be deducted from the refund where permitted by applicable law.
Order Cancellations
Orders are processed quickly after being placed.
For this reason, we cannot guarantee that an order can be cancelled once it has entered processing or has already been shipped.
If you need to cancel an order, contact us as soon as possible.
Returns We May Refuse
Free Stride may refuse a return or refund when:
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The 30-day return period has expired
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The product has been used, worn, washed or damaged after delivery
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The product is not returned in its original condition
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Parts or accessories are missing
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The return was sent without authorization
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The return was sent to an address other than the one provided by our team
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No valid tracking information is provided
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The returned package is never received
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Fraud or abuse of the return policy is reasonably suspected
Exchanges
If you need another size, please contact our customer service team.
Exchanges are subject to product availability and the same eligibility conditions as returns. In some cases, the quickest option may be to return the original item and place a new order.
European Union Customers
If your order is delivered within the European Union, applicable consumer law may provide you with a 14-day right of withdrawal.
Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under local law.
Contact Us
For questions about returns, refunds or your order, contact:
Please include your order number so our team can assist you more quickly.
Acceptance of This Policy
By placing an order with Free Stride, you acknowledge that you have read, understood and accepted this Return & Refund Policy.