Return, Exchange, or Refund Policy

Return, Exchange & Refund Policy

Last Updated: September 2026

We want you to shop with confidence at UOUOAO. If you are not satisfied with an eligible item, you may request a return within 30 days of receiving your order.

1. Return Eligibility

To be eligible for a return, the item should generally be:

• Returned within 30 days of delivery
• New and unused
• In its original condition
• In the original packaging where reasonably possible

Items that are damaged, defective or incorrect upon arrival may also be eligible for return, replacement or refund.

Please contact us before returning any product.

Email: support@uouoao.com

2. How to Request a Return

To request a return, please email:

support@uouoao.com

Please include:

• Your order number
• The item you wish to return
• The reason for the return
• Photos of the item if it is damaged, defective or incorrect

If your return is approved, we will provide return instructions.

Please do not send an item back before contacting us.

3. Return Shipping

If the return is not caused by a damaged, defective or incorrect item, return shipping costs are generally the customer's responsibility.

If you receive a damaged, defective or incorrect item, please contact us first. We will review the issue and provide appropriate return, replacement or refund instructions.

4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or you receive the wrong item, please contact us as soon as possible at:

support@uouoao.com

Please provide your order number and clear photos showing the issue.

After reviewing your request, we may offer an appropriate solution such as:

• Replacement
• Exchange
• Refund

The available solution may depend on the circumstances and product availability.

5. Exchanges

Eligible items may be exchanged where replacement stock is available.

Please contact us before requesting an exchange.

If the requested replacement is unavailable, we may offer another appropriate solution, including a refund where applicable.

6. Refunds

Once an approved return has been received and reviewed, we will notify you of the refund status.

Approved refunds will generally be issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

7. Non-Returnable Items

Certain products may not be eligible for return due to their nature, condition or applicable restrictions.

Any applicable return restrictions will be stated on the relevant product page where necessary.

This does not affect rights that cannot legally be excluded under applicable consumer laws.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at:

support@uouoao.com

Once an order has been processed or shipped, cancellation may no longer be possible.

9. Customer Support

For return, exchange or refund enquiries, please contact:

Email: support@uouoao.com

Please include your order number so we can assist you more efficiently.

What is neoprene?

Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

Why does StrideOn use neoprene in its products?

We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

Is neoprene waterproof?

Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

Is neoprene easy to clean?

Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

Does neoprene provide padding or protection for my belongings?

Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

How does neoprene feel to the touch / against my skin?

Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

Do StrideOn shoes with neoprene or other materials provide arch support?

Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.