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Terms of service

Effective date: June 16, 2026

These Terms & Conditions ("Terms") govern your access to and use of www.diycustominsoles.com (the "Site") and your purchase of products from DIY Custom Insoles ("we," "us," or "our"). By using the Site or placing an order, you agree to these Terms. If you do not agree, please do not use the Site.

1. Use of the Site

Access to the Site is provided on a temporary basis. We may update, suspend, restrict, or discontinue any part of the Site at any time without notice, and we are not liable if the Site is unavailable for any period.

2. Eligibility and Your Account

You must be at least 18 years old (or the age of majority where you live) to place an order. You agree to provide accurate, current, and complete information, to keep your account credentials secure, and to be responsible for activity under your account.

3. Acceptable Use

You agree not to use the Site for any unlawful purpose; not to submit false information; and not to introduce malware, attempt unauthorized access, scrape, disrupt, or interfere with the Site or other users. Misuse may result in suspension and, where appropriate, referral to authorities.

4. How Our Products Work (Do-It-Yourself Customization)

Our insoles ship flat and ready to be customized by you at home. You create your custom fit yourself by following the step-by-step instructions we provide with the product. The fit and results you get depend on following those instructions — including any heating, molding, trimming, and safety steps — carefully and completely. You are responsible for reading and following all instructions and precautions before and during customization, and for using ordinary care (for example, when any heating step is involved). We make reasonable efforts to display products and instructions accurately, but we do not warrant that all content is error-free.

5. Orders, Pricing, and Payment

All orders are an offer to purchase, which we may accept or decline (for example, due to availability, suspected fraud, or pricing errors). Prices are shown in U.S. dollars and may change at any time before you order. Taxes and shipping are calculated separately unless stated otherwise. We may run pre-authorization and fraud-prevention checks before processing or dispatching an order.

6. Shipping

We ship your order after payment is confirmed. Estimated processing and delivery times are shown at checkout and on our Shipping Policy page. Delivery dates are estimates and not guaranteed, and may be affected by the carrier or events outside our control. Risk of loss passes to you once the order is delivered to the carrier.

7. Returns and Refunds

Returns are governed by our Refund/Return Policy, which forms part of these Terms. In summary:

  • You may request a return within 14 days of purchase. Once 14 days have passed, we are unable to offer a refund or exchange.
  • To be eligible, the item must be unused, in the same condition in which you received it, and in its original packaging. Because our insoles are customized by you at home, a pair that has been heated, molded, trimmed, or otherwise altered from its original flat condition is no longer in its original condition and cannot be returned.
  • Exchanges are offered only for items that arrive defective or damaged.
  • Return shipping is your responsibility, and shipping costs are non-refundable. If a refund is issued, the cost of return shipping is deducted from it.
  • Once we receive and inspect your return, we will notify you by email whether it is approved or rejected. Approved refunds are applied to your original payment method within a reasonable period.
  • Please include your receipt or proof of purchase when requesting a return.

8. Defective or Damaged Items

We stand behind the quality of our products. If an item arrives defective or damaged, contact us and we will arrange a replacement (see "Returns and Refunds"). This does not cover normal wear and tear, or damage resulting from incorrect customization, misuse, or alterations made after the product leaves us. Nothing in these Terms limits any rights you may have under applicable consumer-protection law.

9. Medical Disclaimer

Our products are intended for general comfort and foot support only. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any disease or condition. Nothing on the Site is medical advice. Always consult your physician, podiatrist, or another qualified healthcare professional before use, especially if you have a diagnosed condition, diabetes, neuropathy, reduced circulation or sensation, or are under medical care. Discontinue use and seek medical attention if you experience pain, irritation, or any adverse reaction. _(See our full Medical Disclaimer.)_

10. Intellectual Property

All content on the Site — including text, graphics, logos, images, and product designs — is owned by or licensed to DIY Custom Insoles and is protected by intellectual property laws. You may not copy, reproduce, modify, or create derivative works from it without our written permission.

11. Limitation of Liability

To the fullest extent permitted by law, DIY Custom Insoles and its owners, employees, and suppliers will not be liable for any indirect, incidental, special, or consequential damages, or for any loss arising from your use of (or inability to use) the Site or products. Where liability cannot be excluded, our total liability is limited to the amount you paid for the product giving rise to the claim. Any reliance you place on Site content is at your own risk.

12. Indemnification

You agree to indemnify and hold harmless DIY Custom Insoles, its owners and employees, from any claims, damages, losses, or expenses (including reasonable legal fees) arising out of your breach of these Terms or your misuse of the Site or products.

13. Governing Law

These Terms are governed by the laws of the State of Florida, USA, without regard to its conflict-of-laws rules. Any dispute will be subject to the courts located in Florida, unless applicable law provides otherwise.

14. Changes, Severability, and Waiver

We may amend these Terms at any time by posting the updated version, with a revised Effective date. If any provision is found unenforceable, the remaining provisions stay in effect. Our failure to enforce any provision is not a waiver of our right to do so later.

15. Entire Agreement

These Terms, together with our Privacy Policy, Refund/Return Policy, Shipping Policy, and Medical Disclaimer, are the entire agreement between you and us regarding the Site and your purchases.

16. Contact Us

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