Insollz Ltd Terms and Conditions of Sale and Returns Policy
Effective date: 01/01/2025
Company: Insollz Ltd
Registered office: Insollz Ltd, C/O SRL Accountancy, Main Street, Glenfield, Leicester, LE3 8DG
Company number: 13756782
Contact email: Info@insollz.com
- Introduction
1.1 These Terms and Conditions of Sale and Returns Policy apply to all consumer sales only made by Insollz Ltd through our website or any other approved consumer sales channel.
1.2 By placing an order with us, you confirm that you have read, understood, and agree to these Terms.
1.3 If you do not agree to these Terms, please do not place an order.
1.4 Nothing in these Terms affects your statutory rights under applicable UK consumer law.
- Ordering
2.1 When you place an order, you are making an offer to buy the goods in your basket.
2.2 A contract is formed only when we accept your order and confirm this by email or by dispatching the goods.
2.3 We reserve the right to refuse or cancel any order if we reasonably believe the order is incomplete, incorrect, fraudulent, or otherwise inappropriate.
2.4 If we are unable to accept your order, we will notify you and refund any payment received.
- Prices and payment
3.1 All prices are shown in pounds sterling and include VAT where applicable.
3.2 Delivery charges, if applicable, will be shown clearly before checkout is completed.
3.3 Payment must be made in full at the time of order unless otherwise agreed in writing.
3.4 If a payment is reversed or disputed without reasonable cause, we may recover any associated costs to the extent permitted by law.
- Delivery
4.1 Expected dispatch is within 3 working days. Royal Mail 1st Class delivery costs £4.80 and 2nd Class costs £3.75. Available delivery options and the total charge are shown at checkout.
4.2 Delivery times are estimates only and may vary due to stock availability, courier delays, or circumstances outside our control.
4.3 Risk in the goods passes to you when the goods are delivered to the address provided by you.
4.4 Title to the goods passes to you only when we have received payment in full for the goods and any applicable charges, to the extent permitted by law.
4.5 You should inspect goods on receipt and notify us promptly of any shortage, damage, or incorrect item.
- Product suitability and use
5.1 Our products are designed to support comfort and orthotic function. They are not a substitute for professional medical diagnosis, treatment, or advice.
5.2 You are responsible for ensuring that the product ordered is suitable for your individual needs.
5.3 If a product is supplied with trimming or fitting instructions, you must follow those instructions carefully.
5.4 If you experience pain, irritation, numbness, swelling, or any adverse reaction, stop using the product and seek appropriate professional advice.
- Consumer cancellation rights
6.1 If you are purchasing as a consumer online or at a distance, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
6.2 To exercise this right, you must notify us clearly by email at info@insollz.com within the cancellation period.
6.3 If you cancel, you must return the goods within 14 days of telling us that you wish to cancel.
6.4 We will refund the cost of the goods and, where required by law, the original standard delivery charge.
6.5 We may reduce your refund if the goods have been handled more than is necessary to establish their nature, characteristics, and functioning.
- Returns policy
7.1 In addition to your statutory cancellation rights, we offer a 30-day voluntary returns period from the date of delivery.
7.2 To be eligible for a voluntary return, items must be unused, in the original packaging, and in the same condition as received.
7.3 Please provide your order number or other reasonable proof of purchase; a receipt is not the only acceptable evidence.
7.4 Our voluntary returns offer applies only to unused, untrimmed products. This does not remove your statutory cancellation rights or rights concerning faulty goods.
7.5 Opening the packaging for reasonable inspection does not remove statutory cancellation rights. We do not offer a wear-trial guarantee. Wearing, soiling or trimming beyond necessary inspection may reduce the refund by the actual loss in value, assessed and explained individually. A deduction up to the full price is possible only where justified by that actual loss. Contact with a foot or shoe, or Class I medical-device status, does not automatically remove statutory rights.
7.6 Sale items are excluded only from our additional voluntary returns offer. Statutory cancellation and faulty-goods rights still apply.
7.7 This returns policy does not limit or replace your statutory rights.
- Faulty, damaged, or incorrect goods
8.1 If your item arrives faulty, damaged, or incorrect, please contact us as soon as reasonably possible.
8.2 We may ask for photographs, order details, batch information, or the return of the item for inspection.
8.3 Where a fault or error is confirmed, we will offer a repair, replacement, or refund, depending on the circumstances and your legal rights.
8.4 For faulty goods, we will cover return postage where required by law.
- Refunds
9.1 Once we receive your returned item, we will inspect it and confirm by email whether your refund has been approved or rejected.
9.2 For a statutory cancellation, we refund within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.
9.3 If you have not received your refund, please first check your account, then contact your card provider and bank, as processing times can vary.
9.4 If you still have not received your refund after doing this, please contact us at info@insollz.com.
- Exchanges
10.1 We only replace goods if they are defective, damaged, or incorrectly supplied, unless we agree otherwise.
10.2 If you require an exchange, please email info@insollz.com before sending anything back.
10.3 Returned items should be sent to:
Insollz Ltd
C/O SRL Accountancy
The Old Rectory
Main Street
Glenfield
Leicestershire
LE3 8DG
- Shipping returns
11.1 Unless the item is faulty, damaged, or incorrectly supplied, you are responsible for the cost of returning goods.
11.2 Original delivery charges are non-refundable unless required by law.
11.3 We recommend using a tracked postal service or shipping insurance for higher-value returns.
11.4 We cannot guarantee that we will receive items returned without tracking details.
- Sale items
12.1 Sale items are excluded from our voluntary 30-day returns policy.
12.2 Sale items retain the same statutory cancellation rights as full-price goods, as well as rights concerning faulty, damaged or misdescribed goods.
- Gifts
13.1 Refunds normally go to the original purchaser using the original payment method. Gift credit may be offered only by agreement and does not replace a statutory refund.
13.2 If the item was not marked as a gift, or if it was shipped to the purchaser first, any refund will normally be made to the original purchaser.
- Intellectual property
14.1 All intellectual property rights in our products, branding, website content, images, and marketing materials remain the property of Insollz Ltd or its licensors.
14.2 You must not copy, reproduce, or use any of our intellectual property without our written permission.
- Liability
15.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
15.2 Subject to clause 15.1, we are not liable for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity.
15.3 Subject to applicable law, our total liability in connection with any order shall not exceed the amount paid for the relevant goods.
- Data protection
16.1 We will process personal data in accordance with applicable data protection law and our Privacy Policy.
16.2 We may share personal data where necessary to process orders, arrange delivery, process payment, or comply with legal obligations.
- Governing law
17.1 These Terms are governed by the laws of England and Wales.
17.2 The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.
- Contact details
Insollz Ltd
Email: Info@insollz.com
Registered office: Insollz Ltd, C/O SRL Accountancy, Main Street, Glenfield, Leicester, LE3 8DG