Refund policy

Refund policy


Last updated: November 6, 2026

We want every family to feel safe with Trakstep. If something isn't right, we'll make it right. This policy applies to all orders, wherever you live. If the law in your country gives you more rights, those rights always apply.

30-day money-back guarantee

Not the right fit for your family? You can return your order within 30 days of delivery for a full refund of the price you paid for the returned items.

  • Email us at trakstep@outlook.com with your order number and the items you want to return.
  • We'll reply within 1–2 business days with your return instructions and the return address.
  • Please don't send items back without contacting us first. Returns sent to an unconfirmed address can't be processed.

Condition of returned items

  • Items must be complete (including the twist-lock cap) and in clean, undamaged condition. Insoles may be tried on, but should not show signs of regular wear.
  • Please remove every Trakstep Tracker from your Apple Find My or Google Find Hub account before sending it back, so it can be reset.
  • We may reduce a refund if an item is returned damaged, dirty or incomplete, as far as the law allows.

Return shipping

Return shipping costs are paid by the customer, unless the item is damaged, defective or not what you ordered. We recommend a tracked shipping method, as we can't refund returns that are lost on the way back to us.

Damaged, defective or wrong items

Received a damaged or defective item, or the wrong size? Email us within 14 days of delivery with your order number and a photo. We'll send a free replacement or give you a full refund, and we cover any return costs. In many cases you won't even need to send the item back.

Right of withdrawal (EU and UK customers)

If you live in the European Union or the United Kingdom, you also have the legal right to withdraw from your purchase within 14 days after you (or someone you named) received the goods, without giving any reason.

  • To use this right, let us know by email at trakstep@outlook.com before the 14 days have passed. You may use the model form below, but you don't have to.
  • Send the items back within 14 days after you told us you're withdrawing. The direct cost of returning the goods is paid by you.
  • We refund all payments we received from you, including standard delivery costs, within 14 days after receiving your withdrawal. We may wait with the refund until we've received the goods back or you've shown proof that you sent them.
  • You are only liable for a reduced value of the goods if that results from handling them more than needed to check their nature, characteristics and functioning.

Model withdrawal form
To: Trakstep, trakstep@outlook.com
I hereby give notice that I withdraw from my contract for the sale of the following goods: [items]
Ordered on / received on: [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]

Refunds

  • Once your return is received and checked (or your claim is approved), we'll email you to confirm your refund.
  • Refunds go back to your original payment method, usually within 5–10 business days. Your bank or card provider may need a few extra days to process it.
  • If you bought a bundle deal, the refund is the amount you actually paid for the items you return, including their share of the bundle discount.

Cancellations and changes

Want to cancel or change your order? Email us as soon as possible. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once it has shipped, you can use the return process above.

Exchanges

Need a different size? The fastest way is to return the item you have and place a new order for the size you need. Contact us and we'll help you choose the right size.

Contact

Questions about a return or refund? Email us at trakstep@outlook.com. We usually reply within one business day.