60-Day Money-Back Guarantee
We want you to feel steadier and more confident on your feet. If the WalkWise cane isn't right for you, you have 60 days from the day your order is delivered to request a return for a full refund.
How to start a return
Email us at help@walkwise.shop with your order number and a short note about what wasn't right. We'll reply with a return authorisation, the return address and step-by-step instructions.
Please contact us before sending anything back. Our orders ship from international supply partners, so the correct return address depends on your order. Parcels sent back without a return authorisation can't be matched to your order and can't be refunded.
Condition of returned items
Items should come back in the condition you received them, with all parts and, where possible, the original packaging. We understand you need to actually use the cane to know whether it suits you — normal indoor testing is fine and will not affect your refund. Items returned damaged through misuse may receive a partial refund.
Return shipping
If your return is approved, we provide a prepaid return shipping label at no cost to you. You are never charged a restocking fee.
Refunds
Once your return arrives and has been inspected, we'll email you to confirm the outcome. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take a few days longer to post it. If more than 14 business days have passed since we approved your refund and you still don't see it, contact us at help@walkwise.shop.
Exchanges
Would you prefer a different colour? The quickest route is to request a refund and place a new order, so you're not waiting for the return to reach us before your replacement ships. If you'd rather we swap it directly, just say so and we'll arrange it.
Damaged, faulty or wrong item
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us within 7 days of delivery with photographs of the item and its packaging. We'll arrange a replacement or a full refund at no cost to you, and you won't need to send the item back unless we ask.
Cancelling an order
Orders are processed within 1–3 business days. If you need to cancel, or correct your delivery address, contact us within 12 hours of ordering and we'll take care of it provided the order hasn't shipped.
Items we can't accept
Gift cards are non-returnable. Everything else we sell is covered by this policy, including items bought at a discount or during a promotion.
If you're in the EU or the UK
In addition to the 60-day guarantee above, you have a statutory right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. Those rights are additional to this policy and are not limited by it.
Questions
Email help@walkwise.shop and we'll come back to you within 24–48 hours on business days.