Customised Insoles (Bespoke):
If you select additions such as wedges, cut-outs, EVA top covers, or other modifications when purchasing your insoles, these items are classed as bespoke medical products. Because they are made to order and tailored to your specific requirements, they are not eligible for return or refund if you change your mind.
This does not affect your statutory rights: if your customised insoles are faulty, damaged, or not as described, you are entitled to a refund, repair, or replacement in line with the Consumer Rights Act 2015. If the return is due to an error on our part, we will also refund your return postage costs.
Base Insoles (No Additions):
If you purchase a base insole without any additions, it is treated as a standard product. In this case, if the item is unwanted or incorrectly ordered, it must be returned within 28 days to be eligible for a refund.