Refund policy

Effective date: June 16, 2026

We want you to be happy with your purchase. If something isn't right, here's how returns and refunds work.

Return Window

You have 14 days from the date of purchase to request a return. Once 14 days have passed, we're unable to offer a refund or exchange.

Eligibility

To be eligible for a return, your item must be unused, in the same condition in which you received it, and in its original packaging.

Because our insoles ship flat and are customized by you at home, a pair that has been heated, molded, trimmed, or otherwise altered from its original flat condition can no longer be resold and is not eligible for return. We recommend reading the full instructions before you begin customizing.

Non-Returnable Items

The following cannot be returned:

• Insoles that have been customized, molded, or used
• Gift cards
• Sale or clearance items (only regular-priced items are eligible)

Exchanges

We replace items only if they arrive defective or damaged. If you need a replacement for the same item, email us at support@diycustominsoles.com with your order number and a photo of the issue.

Return Shipping

You are responsible for paying the shipping costs to return your item. Shipping costs are non-refundable — if you receive a refund, the cost of return shipping will be deducted from it. We recommend using a trackable shipping method, as we can't guarantee we'll receive your returned item.

How to Start a Return

Email support@diycustominsoles.com with your receipt or proof of purchase and your order number, and our team will guide you through the next steps. Please do not send items back before contacting us.

Refunds

Once we receive and inspect your return, we'll email you to let you know whether your refund is approved. If approved, your refund is applied to your original payment method within a reasonable period, depending on your bank or card issuer.

Late or missing refunds: If you haven't received an approved refund yet, please first check with your bank or credit card company, as processing times vary. If you've done this and still have not received your refund, contact us at support@diycustominsoles.com.

Contact Us

DIY Custom Insoles 4700 SW 51st Street, Suite 214, Davie, FL 33314, USA Email: support@diycustominsoles.com Phone: (786) 285-1907