Last updated: June 2026
Assessment Visits
Your in-person assessment is arranged after booking, usually within a few days, at your home. Assessments are included for North Wales and Chester; a £25 travel fee applies for the Wirral and Liverpool, or £40 for Greater Manchester. Your foam impression is taken by your podiatrist during the visit and sent to our laboratory on your behalf. Delivery of finished orthotics is free within the United Kingdom — both outbound and return. In the rare event a mould needs retaking, your podiatrist simply retakes it during your visit — no delays to your treatment.
Manufacturing Guarantee
Your orthotics are manufactured at an ISO 13485-certified UK medical device facility. The 3D-printed shell carries the manufacturer's 12-month guarantee against defects under normal use; genuine faults are repaired or remade at no charge. The guarantee does not cover accidental damage, misuse, or normal wear of the soft top cover, which is a replaceable wear component (typically lasting 6–12 months) renewed for a £50 fee. Returned items are inspected and the manufacturer determines whether a manufacturing fault is present. Clinical revisions to your prescription are available for a £75 fee, waived where the product is at fault. As custom-made medical devices, orthotics are non-refundable once manufactured, in line with the Consumer Contracts Regulations 2013.
Orthotic Delivery
Once your in-person assessment is complete and your impression has reached our laboratory, your bespoke orthotics will be manufactured and delivered directly to your door within 14 working days.
Break-In Protocol
Bespoke orthotics correct foot mechanics that may have been misaligned for years. Your muscles, tendons, and joints need time to adapt. You must follow the break-in schedule below before a structural revision can be considered:
- Week 1: increase wear by 1 hour each day (1 hour Day 1, 2 hours Day 2, and so on)
- Week 2: continue building toward full-day wear
- Minimum 14–21 days of correct wear is required before a revision request will be assessed
Shoe Check
Before contacting us about discomfort, please confirm both of the following:
- You have removed the factory insoles from your shoes before fitting your orthotics
- You are wearing them in lace-up shoes or trainers with a removable insole — not flat pumps, slip-ons, or flip-flops
Leaving factory insoles in is the single most common cause of rubbing and discomfort, and does not represent a fitting problem with your orthotics.
Post-Manufacture Revisions
If you have completed a minimum of 21 days of correct break-in wear in appropriate footwear, removed the factory insoles, and are still experiencing pain or rubbing, contact us to request a structural revision. Before we process your revision, we will ask you to confirm in writing that all three protocol steps have been completed.
A £75 revision fee applies to cover return postage and lab costs. Clinically faulty products — where the orthotic does not match the prescription or has a manufacturing defect — are always remedied at no charge.
Custom-Made Goods
Your orthotics are custom-made to your unique foot impression following a clinical assessment. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised or custom-made goods are exempt from the standard 14-day cooling-off period.
Cancellation Before Assessment
If you wish to cancel before your in-person assessment takes place, a full refund will be issued. We kindly ask for 24 hours' notice for assessment appointments.
Cancellation After Assessment
Once your assessment has been completed and your impression has been sent to our laboratory, cancellation is no longer possible as manufacture will have commenced.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If your orthotics are faulty or not as described, please contact us and we will resolve the matter promptly.
Contact
For any queries relating to shipping, returns, or cancellations, please email amirpodiatrist@gmail.com or message us on WhatsApp.
