Refund policy

Last updated: October 19, 2026

We want you to be happy with your KINEO insoles. This policy applies without prejudice to your rights under Chilean Consumer Protection Law No. 19,496 and the laws of your country.

90-day satisfaction guarantee

If you're not satisfied with your KINEO insoles, you have 90 calendar days from the day you receive your order to ask for a refund.

  • Write to us at by.kineo@gmail.com with your order number and tell us what didn't work for you.
  • We refund the amount paid for the products to the same payment method you used.
  • In most cases you don't need to send the insoles back; if we do need them, we'll tell you by email before anything is shipped.
  • The guarantee applies to one request per order.

Right of withdrawal (10 days)

You may withdraw from your purchase within 10 calendar days after receiving the product. The product must be unused, uncut, in good condition and in its original packaging. For hygiene reasons we cannot accept used or cut insoles unless they are defective.

Defective products (legal warranty)

If your product has a manufacturing defect, you may choose a replacement, a repair or a refund within 6 months of receipt. In these cases we cover the shipping costs.

Wrong product

If you received a different size, color or pack than the one you ordered, write to us with a photo and we'll send you the right one at no cost.

How to request a return or exchange

  1. Write to us at by.kineo@gmail.com with your order number, the reason and, if there's a defect, a photo.
  2. We'll reply with the instructions and the return address. Please don't send the product without contacting us first, as we won't be able to identify it.
  3. In withdrawal cases (no defect) where we ask you to return the product, the return shipping cost is paid by the customer.

Refunds

Once the product is received and checked (when a return is required), we'll notify you by email. If approved, the refund is issued to the original payment method within 10 business days. The time it takes to show in your account depends on your bank or card issuer.

Size exchanges

If you need another size and the insoles are unused and uncut, write to us and we'll help you with the exchange. Remember the insoles can be trimmed to fit your shoe.