Refund policy

LAST UPDATED: [october 25, 2025]

1. ACCEPTED PAYMENT METHODS

We are pleased to support a variety of secure payment methods for your convenience:
  • Visa, MasterCard, JCB
  • PayPal
  • Apple Pay, Google Pay
  • Klarna

2. OUR CUSTOM PRODUCT PROMISE

At FIZO, we craft custom 3D-printed footwear specifically for you. We want you to love your FIZO Glider 001. If for any reason you’re not completely satisfied, you may return or exchange unworn shoes within 14 days of delivery for a full refund or free exchange.

To be eligible:

  • Shoes must be unworn (tried on indoors only, no signs of outdoor use)

  • Returned in original packaging (including the shoebox)

  • Initiated through the “Return or Exchange” button on our website

After 14 days:
We unfortunately cannot accept returns or exchanges for orders older than 14 days.

Note on custom‑fit:
Because each pair is 3D‑printed based on your unique foot scan and body data, our standard policy allows returns only for unworn items within the 14‑day window. We stand behind our quality. If you receive a pair with a manufacturing defect, please contact us immediately.


3. RETURNS FOR QUALITY ISSUES

If you believe your product has a significant quality defect, please contact us within 14 days of delivery at support@fizorun.com with the following information:
  • Your order number
  • A detailed description of the issue
  • Clear photos or a video showcasing the defect
Our team will review your case and, if approved, guide you through the return and replacement process. We will offer a replacement or a full refund in accordance with local consumer laws.All items must be returned in their original, unworn condition with the original packaging.

4. ONE-TIME FREE SIZE EXCHANGE

We understand that dialing in the perfect fit can be a process. To ensure your complete satisfaction, we offer one free size exchange per customer if the fit isn't right.

To qualify for a free exchange:

  • The product must be unworn, in pristine condition, and in its original packaging.
  • You must initiate the exchange process within 14 days of the delivery date.
  • The product must be shipped back to our designated US warehouse.
Once we receive and inspect the returned item, we will produce and ship your new pair at no additional cost, covering the associated shipping fees.

HOW TO INITIATE A RETURN OR EXCHANGE

  1. Contact our Customer Service team at support@fizorun.com with your order number and reason for return/exchange.
  2. For quality issues, provide the required evidence. For exchanges, specify your desired new size.
  3. If approved, you will receive a Return Authorization (RA) number and detailed instructions.
  4. Securely package the item(s) in the original box, include the RA number, and ship to our provided address. We recommend using a trackable shipping service.

5. REFUNDS

Refunds are only issued for approved quality defects or for cancelled orders that have not yet entered the production queue. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be automatically processed to your original payment method within 10 business days.

6. ORDER CHANGES & CANCELLATIONS

You may change or cancel your order at no cost by emailing us at support@fizorun.com, provided it has not yet entered the production phase. Once your custom order has begun production, we are unable to accept changes or cancellations, as the product is being made specifically for you.
For orders that have already shipped, we are unable to redirect or cancel the shipment.

7. CONTACT US

For any questions regarding our return, exchange, or cancellation policy, please reach out to our dedicated support team:
Email: support@fizorun.com