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, LE4 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.gov+1
- 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 We will use reasonable endeavours to dispatch orders within the estimated times 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.legislation.gov+2
6.2 To exercise this right, you must notify us clearly by email at [insert email] 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.gov+1
- 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 A valid receipt or proof of purchase is required for all returns.
7.4 Trimmed products cannot be returned.
7.5 Opened products may be returned only if they remain unused and are returned in their original packaging.
7.6 Sale items are excluded from our voluntary returns policy and are not eligible for return unless they are faulty, damaged, or not as described.
7.7 This returns policy does not limit or replace your statutory rights.gov+1
- 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.legislation.gov+1
- 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 If approved, your refund will be processed to your original payment method within a reasonable period and in any event within the timeframe required by law.
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 [insert email].gov
- 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 [insert email] 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 This does not affect your statutory rights in relation to faulty, damaged, or misdescribed goods.gov
- Gifts
13.1 If the item was marked as a gift and shipped directly to you, we may issue a gift credit for the value of the return.
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, LE4 8DG