Return and Refund Policy

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Foot Forward Podiatry – Returns & Refunds Policy

Last updated: 1 April 2025

1. Overview

This policy sets out the terms on which we accept returns and provide refunds for products purchased from Foot Forward Podiatry (trading as Podiatry UK Ltd). It applies alongside your legal rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights.

2. Bespoke and made-to-order products

Bespoke insoles, custom orthotics, and other products made or adapted specifically to your requirements or measurements are produced individually for you and cannot be resold. For this reason, and in line with the exemptions under the Consumer Contracts Regulations 2013, these items are non-returnable and non-refundable where you simply change your mind or no longer require them.

Payment for these products will be due in advance of dispatch.

This does not affect your right to a remedy if a bespoke product is faulty, not as described, or not fit for purpose (see Section 5).

3. Stock and non-bespoke products

For unused, unworn products that are not bespoke or made to order (for example, off-the-shelf footcare items, standard insoles, or treatment aids), you may return them within 14 days of receipt for a full refund, provided they are in their original, unopened and resaleable condition with any seals or hygiene packaging intact.

For hygiene and health reasons, certain products cannot be returned once opened or used unless they are faulty. This includes items in direct contact with skin or feet where the hygiene seal has been broken.

4. How to make a return

To start a return, please contact us at contact@footforwardpodiatry.co.uk or 01524 574101 within the relevant period, quoting your name and order or invoice details. We will confirm where to send the item. Unless the item is faulty, you are responsible for return postage costs and for the item until it reaches us, so we recommend using a tracked service.

5. Faulty, damaged, or misdescribed products

If any product, including a bespoke item, is faulty, damaged on arrival, not as described, or not fit for its intended purpose, you are entitled to a remedy under the Consumer Rights Act 2015. Please contact us as soon as you notice the problem.

Depending on the circumstances and the time elapsed, you may be entitled to a repair, replacement, or refund. Where a bespoke product does not fit correctly due to an error on our part, we will adjust, remake, or refund it as appropriate at no cost to you.

6. Refunds

Approved refunds are issued to the original payment method, normally within 14 days of our receiving the returned item or, for faulty items, of agreeing the remedy. Where a return is due to our error or a faulty product, we will also refund reasonable return postage costs.

7. Contact us

Foot Forward Podiatry (Podiatry UK Ltd)
3 Cleveland Drive

Lancaster

LA1 5EW

Email: contact@footforwardpodiatry.co.uk · Phone: 01524 574101

Foot Forward Podiatry is HCPC-registered and a member of the Royal College of Podiatry.