Return Policy

Products & Duration

All Insightful Products items are guaranteed to be free from material defects for 90 days. The Step Smart Brace for Drop Foot also comes with a 30-day trial period, no questions asked. You can try the brace at home and see if it works for you. If you are not satisfied, you can return it and any attached components for a full refund of the brace. We do NOT refund shipping costs. Refunds will cover the cost of your original purchase, excluding delivery charges and any applicable restocking fees.

Step-Smart: You have 30 days from the date the Step-Smart is delivered to postmark a return.

Non Step-Smart Products: All other products are non-refundable unless damaged due to manufacturing defects. This includes the Tri-Ped Night Walker, The Masted Knee Brace, the Foot Funnel, and all other accessories.

If you purchased your product from a retail store or another online retailer and would like to return it for a refund, please contact the reseller directly. We are not able to issue refunds for products purchased from other retailers.

When we receive and accept your return, we will refund the credit card that was used for payment of your original order. This typically takes 7-10 business days in the US, depending on your bank/card issuer. Refunds will cover the cost of your original purchase, excluding delivery charges. Please note that your refund will be given using the method you used to pay. We cannot provide credit card refunds for purchases made with a check.

International Orders

We do not take returns from orders sent outside of the USA.

RMA Number

Please call us for a Return Authorization number (RA#) prior to mailing your brace back. This will ensure the accurate tracking and refunding of your return once it reaches our facility. Call 207-885-0414 Mon-Fri between 9:00 am and 5:00 pm Eastern time or email “Request for RA#” along with your original order number to sales@insightfulproducts.com to reach customer service and obtain an RA#. Returns received without an RA# will NOT be processed.
Mail to:
Insightful Products
RA#_______________
367 U.S. Route 1, Suite 5-S
Falmouth, ME 04105

Cost of Return Shipping

You are responsible for the cost of returning the goods to us. In case of faulty goods or incorrect delivery, we will assume all postal charges and replace or refund your item. We recommend retaining proof of your return in the event your package does not reach our warehouse as expected. It is always a good idea to insure your shipments.

Repairs & Warranty Claims

To return a product for repair, please contact our Customer Service Department. Proof of purchase is required to ensure warranty eligibility for your product. Please see the FAQs for additional details and information related to the Step Smart Brace Replacement Support Program.

Restocking Fees Policy (Updated 10/23)

Insightful Products works hard to allow clients to try the Step-Smart with as little financial downside risk as we can manage. However, this needs to be balanced with the reality that returns involve significant costs for businesses. To offset these costs, many companies charge a restocking fee. Due to the added costs associated with returning the item to inventory, including inspection, repackaging, and restocking, we have introduced a Restocking Fee policy for some categories of returns. The amount of the return fee will reflect the reason for, timing
of, and condition of the return.

To return an item, you must contact us within 30 days of the date the order is delivered.
We will issue you a Return Merchandise Authorization (RMA) number, which is valid for
30 days from the date of issue. Please send the item back within 7 days of receiving the RMA number. Returns received more than 60 days from the date of original delivery
cannot and will not be refunded.
Returns received without an RMA number may be assessed with a 25% restocking fee.
Rejecting receipt of a package is considered returning it without an RMA number and may also incur a 25% restocking fee.
Rejecting receipt without consent or unauthorized redirection of the package (i.e., package is returned due to failure to make proper arrangements with the shipping carrier during Customs/delivery process) may be subject to a 25% restocking fee in addition to other return fees. Any fees or shipping charges incurred by the unauthorized return of the package will be re-billed to the customer in the form of a deduction from any applicable refund amount. In cases where a rejected package costs more than the
order itself, a refund is not possible.
All items from the original order must be returned. The cost of any missing item or part will be deducted from the refund.