Refund policy

Last updated: November 2026. This policy explains how to request a return or a refund for products bought from the Mistglide shop (mistglide.com). Please read it together with our terms of sale and our Delivery page.

You have 60 days from the day you receive your order to try the KneeZ Pro strap. If it isn’t right for you, one email to help.support@mistglide.com is all it takes: you get a full refund, no questions asked. This guarantee applies to every order placed on the shop.

Email help.support@mistglide.com with your order number and the email address used for your purchase. We reply within 1 working day with the return instructions. Please wait for these instructions before sending your parcel back: a parcel sent without instructions may be delayed or impossible to identify.

For every accepted return request, return costs are covered by Mistglide, provided you use the label, carrier or procedure sent by our support team. The cost of a parcel sent without prior agreement or with another service cannot be refunded.

As soon as we receive your return, we refund the returned items in full, to the payment method used for your order. How long the refund takes to appear on your account then depends on your bank, card or payment provider.

If your order included a pack, a discount or a gift, the linked items may need to be returned together. Please email us before sending anything back: we will tell you exactly what to return.

If an item arrives damaged, faulty, wrong or incomplete, email us quickly with your order number and photos. Keep the product and its packaging until we reply. If the problem is confirmed, we will offer you a replacement or a refund, with no return costs for you.

If you are a consumer in the European Union, you also have a 14-day right of withdrawal from delivery, without giving a reason and subject to the legal exceptions. Simply send us a clear statement before this period ends, by email or with the withdrawal form available on the shop, then return the product within the legal time limit. The 60-day guarantee comes on top of this right and does not replace it.

Nothing in this policy limits your mandatory consumer rights, including the legal guarantee of conformity and remedies for faulty products. In case of conflict, mandatory law prevails.

For any question about a return or a refund: help.support@mistglide.com. We reply within 1 working day.