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Pace

Refund policy

Last updated: October 23, 2026

We want you to love your running shoes. If they're not right for you, you can return them within 30 days of delivery for a refund.

Return window and conditions

You have 30 days from the date your order was delivered to request a return. To be eligible, your item must be:

  • Unworn outdoors, with no signs of wear such as dirt or marks on the outsole. Trying shoes on indoors is fine.
  • In its original condition, with all tags, inside the original shoe box.
  • Returned with proof of purchase, such as your order number.

We can't accept returns of shoes that have been used for running or outdoor wear, unless they are defective (see below).

How to start a return

  1. Email us at sac.neonpalms@gmail.com with your order number and the item you want to return.
  2. We'll reply with the return address and instructions. Please don't send items back without contacting us first; packages sent to the wrong address can't be processed.
  3. Pack the shoes in their original box inside a shipping box and send them with a tracked shipping service. Keep your tracking number until your refund is complete.

Return shipping costs

Return shipping is paid by the customer, except when the item arrived damaged or defective, or we sent the wrong item. Original shipping charges, such as Express Shipping, are non-refundable unless the return is due to our error.

Refunds

Once we receive and inspect your return, we'll email you to let you know whether your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few extra days to post the refund.

If more than 15 business days have passed since we approved your refund and you still don't see it, check with your bank first, then email us.

Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged, defective or not what you ordered, email us within 30 days of delivery with your order number and photos of the item and its packaging. We'll make it right with a replacement or a full refund, including shipping costs, at no cost to you.

Size and color exchanges

We don't offer direct exchanges. If you need a different size or color, return the original pair following the steps above and place a new order for the one you want. Each product page has a size guide to help you choose the right fit.

Order cancellations

You can cancel your order for a full refund before it ships. Email us as soon as possible with your order number. Once an order has shipped it can't be canceled, but you can return it under this policy.

Your rights

This policy doesn't limit any rights you have under the consumer protection laws that apply where you live.

Contact

Questions about returns or refunds? Email sac.neonpalms@gmail.com and include your order number.