Custom Foot Orthotics Return & Refund Policy

Custom Foot Orthotics Return & Refund Policy

Custom Foot Orthotics Return & Refund Policy 150 150 Ace Health Centre

Custom Foot Orthotics Return & Refund Policy


  1. This policy only applies to custom orthotics prescribed by our podiatrists at Ace Health Centre.
  2. This policy does not apply to pre-fabricated orthotics.
  3. Second / repeat pairs will not be covered if the client has permitted them to be ordered.
  4. This policy may not be available on all foot types. In some foot types, 100% comfort and accuracy with custom orthotics can be trial and error. The podiatrist will advise you if this guarantee does not apply to your feet or your custom orthotics before prescribing.
  5. This policy does not guarantee that our custom orthotics will fully resolve any associated symptoms. This policy merely guarantees the accuracy of the prescription and that your custom orthotics will be comfortable to wear.
  6. To be eligible for our custom orthotics return and refund policy you must attend all custom orthotic consultations including the issue / fitting consultation, 1 month review and other reviews as recommended by your podiatrist.  If you fail to attend any of these appointments then the guarantee will be void.
  7. Only custom orthotics deemed inaccurate according to the below criteria will be eligible under this policy. Custom orthotics deemed accurate according to the below criteria instantly void the custom foot orthotics return and refund policy.
  8. The podiatrist will ultimately determine if your custom foot orthotics are inaccurate or uncomfortable and whether you have claims rights under this policy.
  9. If your orthotics are deemed inaccurate then the podiatrist will order a full remake with a brand new prescription according to the remake conditions outlined below.

Accurate Custom Orthotics:

  1. All custom orthotics that have passed the evaluation and first review stage without complaint or comfort issues will deemed to be 100% comfortable and 100% prescribed accurately. At this point your custom foot orthotics will no longer be eligible under the return and refund policy.
  2. All custom orthotics that have been issued 2 months or more without complaint or comfort issues, regardless of appointments attended, will also be deemed 100% comfortable and accurate. They will no longer be eligible under this policy.

Inaccurate Custom Orthotics:

1. Custom orthotics deemed uncomfortable or inaccurate will include the following:

a) Obvious rubbing or irritation on the sole of the foot as a result of the custom foot orthotics.
b) Orthotics that are causing foot symptoms other than those that they were originally prescribed for post wear-in period.
c) Orthotics that are unable to be worn for long periods due to severe discomfort, after having them for a 4-week wear-in period and having followed the wearing-in instructions.
d) Orthotics deemed to be an inaccurate prescription by the podiatrist.

2. This return and refund policy does not apply to the following:

a) Orthotics that a patient no longer wants and deemed accurate by the podiatrist.
b) Orthotics that have been lost or damaged.
c) Issues with top covers, padding and other accessories on the orthotics.
d) Wear and tear of covers.
e) Issues with orthotic fit in footwear due to inappropriate patient footwear that was not recommended by the podiatrist.
f) Symptoms that were present before the issue of the orthotics and that have not been fully resolved.
g) Orthotic comfort issues arising due to mental health issues, psychological disorders and sensory disorders, that may affect a patient’s ability to tolerate any orthotic device. Remakes for these patients will be solely at the podiatrist’s discretion and for issues deemed inaccurate according to the above criteria.

Adjustments and Modifications:

  1. Minor adjustments and modifications are an important part of the custom orthotic fine-tuning process. These are generally performed at the evaluation and review stage. This helps optimise your custom orthotics function. Remakes will not be made in place of minor adjustments or modifications.
  2. Remakes will only be made if an orthotic is still deemed inaccurate by the podiatrist with the failure of adjustments at the review stage. This will be subject to the podiatrist disgretion.

Custom Orthotic Remakes:

  1. If your orthotics are deemed inaccurate by the podiatrist, then the podiatrist will order a full remake of your custom foot orthotics with a brand new prescription. Refunds will not be offered unless they meet the refund conditions outlined below.
  2. A podiatrist may decide to do a remake at either the issue, evaluation or review stages.
  3. All custom orthotic remakes will be made at no extra charge though a consultation charge may still be applicable at the issue of the remade orthotics if it is during or after the review stage.
  4. Custom orthotic remakes performed at the issue or evaluation stage will incur no out-of-pocket consultation charge at the issue of the remade orthotics.
  5. Failure to attend any no-charge appointment associated with custom orthotic remakes will result in a no-show or late cancellation consultation charge being applied. This will also void our refund and return policy.
  6. At the issue of the remade orthotics, all previous prescribed pairs must be returned. Failure to return previous orthotics may result in the podiatrist refusing to issue a remake. Failure to return other pairs may result in charges for any new or remade custom orthotic devices.


  1. Any refund for inaccurate custom orthotics will be at the sole discretion of the podiatrist.
  2. Refunds for the custom orthotics will only be offered after attending a total of a minimum of 3 review appointments and 2 remakes. This again is down to the sole discretion of the podiatrist.
  3. A podiatrist may also choose to refund a patient, even if a patient prefers a remake, where the podiatrist feels that it is impossible to achieve a comfortable orthotic for the patient’s foot type, even with a brand new prescription.
  4. Refunds will only be processed on the return of all pairs of custom orthotics in the patient’s possession that apply under this policy.
  5. Refunds will be given on the out-of-pocket costs incurred on the custom orthotic devices only. Costs associated with biomechanical assessment, gait analysis, cast / 3D foot impression and reviews will stand as they form part of the consultation process.
  6. Refunds will not be given if the patient has not properly followed the instructions issued by Ace Health Centre.
  7. Refunds will not be given to patients who have ordered a repeat set of orthotics after wearing the first set and then deciding they are not happy.
  8. Refunds will not be given to people who have simply changed their minds.
  9. You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable.
  10. Your orthotics are sold as a package deal. Including but not limited too. This means if we do refund you for your orthotics you may incur an out-of-pocket cost.
  11. Package includes – Initial consult $120, 3d foot scans (left and right ) $150 each, Biomechanical analysis $150, 3D CAD-CAM design $100, Custom foot orthotics (left and right) $400 per foot. Follow-ups are valued at $87 per 10 mins.
  12. If discounts are given at the time of payment they will come off of the total amount and not be specific to an item.
  13. A charge may also occur for custom orthotic CAD-CAM design.

Contact Us:

If you have any questions or concerns regarding our return and refund policy, please contact us.

By proceeding with the purchase of our custom foot orthotics, you acknowledge that you have received our text message with our link to custom orthotic instructions as well as read, understood, and agreed to our terms and conditions outlined above.