Refund policy
Return & Refund Policy – SoftySoles Medical Footwear
Effective Date: September 2, 2026
At SoftySoles, our medical and therapeutic footwear is made specifically according to each customer’s individual foot requirements. Custom footwear may be manufactured using customer-provided foot measurements, PodoScan/foot scan results, photographs, clinical requirements, prescriptions, and other specifications.
Because each customised footwear order is individually manufactured for the customer, customised medical footwear is not eligible for return, exchange, cancellation, or refund once production has commenced.
1. Custom-Made Products – No Return or Refund
All customised SoftySoles medical footwear is made-to-order and cannot normally be resold to another customer.
Therefore:
* Customised footwear orders are non-returnable and non-refundable.
* Size changes or changes in personal preference after production has started are not eligible for a refund.
* Orders cannot be cancelled once the manufacturing process has started.
* Refunds are not provided for change of mind, incorrect personal preference, or failure to use the product.
* Customers are responsible for providing accurate measurements, photographs, prescriptions, and other information required for customisation.
2. Measurement & Customer Information
Customers must ensure that all information provided for customisation is accurate.
SoftySoles may contact the customer or healthcare professional, where applicable, to verify measurements or clinical requirements before manufacturing.
Once the customer-approved specifications and measurements are used for production, changes requested after manufacturing has started may not be possible.
3. Defective, Damaged or Incorrect Products
Although customised products are non-returnable in normal circumstances, SoftySoles will review genuine cases where:
* The product is defective due to a manufacturing fault.
* The wrong product was supplied by SoftySoles.
* The footwear does not match the agreed custom specifications due to an error by SoftySoles.
* The product arrives damaged due to shipping.
Customers must contact SoftySoles as soon as possible after delivery and provide photographs/videos and order details for assessment.
If the issue is confirmed to be due to a manufacturing or fulfilment error by SoftySoles, we may, at our discretion and subject to applicable law, provide a repair, correction, replacement, or refund as appropriate.
4. Fit & Comfort
Custom medical footwear is designed according to the measurements and requirements available to us at the time of manufacturing.
A refund will not normally be provided solely because the customer later changes their preference regarding fit, style, colour, appearance, or comfort, where the product has been manufactured according to the agreed specifications.
If you experience a genuine fitting concern, please contact us so that our team can assess the issue and advise on the appropriate solution.
5. Order Cancellation
Customised orders may be cancelled only before manufacturing begins.
Once production has started, the order cannot normally be cancelled because the footwear is being individually manufactured for the customer.
If cancellation is accepted before production begins, any applicable refund will be processed according to the payment and order conditions applicable to that order.
6. Non-Custom / Ready-to-Wear Products
If SoftySoles offers any standard, non-customised products, their return or exchange eligibility may differ from this policy and will be clearly stated on the relevant product page.
7. How to Report a Problem
For a defective, damaged, incorrect, or manufacturing-related issue, please contact us with:
* Order number
* Customer name and contact number
* Photographs/videos of the footwear
* Description of the issue
* Relevant measurement or prescription details, if applicable
Our team will review the case and communicate the next steps.
8. Important Notice
By placing an order for customised SoftySoles medical footwear, the customer acknowledges that the product is individually manufactured according to their specific requirements and therefore cannot normally be returned or refunded once production has commenced, except where required under applicable law or where the product is confirmed to have a manufacturing, fulfilment, or other qualifying defect.
SoftySoles reserves the right to assess each complaint individually and provide an appropriate resolution in accordance with applicable laws and this policy.
SoftySoles Medical Footwear
Professional Comfort. Medical Support. Everyday Performance.