Refund policy

We want you to feel confident when shopping with us. Below you'll find clear information about how returns and cancellations work, in line with UK law and our commitment to great service.

Standard Products (Non-Custom Items)

If you’ve purchased a standard (off-the-shelf) product from us online, you have a 14-day cooling-off period from the day you receive your item.*

To request a return, just contact us within 14 days of delivery.
* Items must be unused, in original condition and packaging.
* A full refund will be processed within 14 days of receiving the return or proof of postage.

Custom-Made Orthotics

Custom-made products are designed specifically for you, based on your measurements or clinical needs. Because these are personalised, they are not eligible for return or refund under the Consumer Contracts Regulations.
However, we want you to be fully satisfied with your purchase:
* If your custom orthotic is faulty, please contact us within 14 days of receipt.
* We will offer a repair or replacement depending on the issue.
* We may request photos or additional details to assess the issue fairly.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, defective, or not what you ordered:
* Contact us within 14 days of receipt
* We’ll arrange a free return and offer a replacement or full refund promptly.

How to Start a Return

Email our support team: info@stanceorthotics.co.uk with your order number and reason for return. We aim to respond within 1–2 business days with clear next steps.