Our Commitment
to Getting It Right.
At 26 Apothecary, our goal is simple: put the right product in your hands before you ever need to think about returning it. Every FAQ, every product description, every condition guide we publish exists to prevent a mismatch between what you buy and what your foot actually needs.
That said, we understand that foot pain is personal, anatomy varies, and no OTC device works identically for everyone. The information below explains how we handle the rare cases where something doesn't work out — and more importantly, what we'll do before it comes to that.
Match Before You Order
Every product page includes a condition guide describing the exact symptoms it's designed for. If your condition doesn't match the description, we'll tell you — and point you to the one that does.
Ask Us First
Not sure which product is right? Reach out before placing your order. Our team can help match your symptoms and condition to the right product in our catalog
Give It Time
Most therapeutic devices require an adaptation period. Pressure relief may be immediate, but some conditions need 2–4 weeks of consistent use.
Why Medical Supplies Are Handled Differently
Unlike clothing or electronics, therapeutic foot care products cannot be resold, restocked, or redistributed once they've been worn. This exists for an important reason: hygiene and personal safety.
A device that has conformed to one person's foot cannot be safely transferred to another.
What This Means for Your Order
As a general policy, worn or opened therapeutic foot care products are not eligible for return or exchange. This applies to:
- OTC orthotics and insoles that have been placed in footwear
- Toe supports, separators, and splints that have been worn
- Resting splints and stretching straps that have been used
- Any product that has made contact with skin
We ask that you review your order carefully before opening packaging.
Rollator Returns — 3 Days
Rollators may be returned within 3 days of delivery for a full refund of the product purchase price, provided they are unused, in their original condition, and returned with original packaging and accessories.
Customers are responsible for return shipping costs. Original shipping charges, if applicable, are non-refundable.
All Other Products — 7 Days
All other eligible products may be returned within 7 days of delivery, provided they are unused, unopened, and in their original packaging.
For hygiene and safety reasons, opened or used therapeutic products are generally not eligible for return, except for qualifying damaged, defective, or incorrect items.
Exceptions — When We'll Make It Right
We stand behind our products. If you've made a genuine effort to use a product correctly and are not satisfied, we want to hear from you. We handle these situations individually and with care.
- You received the wrong item due to a fulfillment error
- The product arrived damaged or defective
- You followed our product selection guidance and the product still wasn't appropriate
- You have a documented medical reason the product cannot be used
Contact us as soon as possible if you experience any of these issues. Eligible returns remain subject to the applicable return window, except where additional rights or remedies are required by law. We will review qualifying concerns individually and arrange an appropriate resolution.
Unopened Products
Changed your mind before opening? Eligible non-rollator products may be returned if completely unopened and sealed within 7 days of delivery. Rollators follow the separate 3-day policy above.
- Contact us within the applicable return window
- We'll provide return instructions and confirm eligibility
- Refunds are processed within 5–7 business days of receipt
- Original shipping charges are non-refundable
We're Here Before,
During & After Your Order.
The best return policy is one you never need to use. If something isn't working, whether that's a fit issue, a product question, or something that isn't meeting your expectations — reach out to us first.