Refund policy

Refund & Returns Policy

We want you to feel confident trying BraceLiner AFO Socks.

Alongside your statutory consumer rights, we offer a 30-day return window for eligible unused items and our First Pair Comfort Promise for customers trying BraceLiner for the first time.

First Pair Comfort Promise

If your first pair of BraceLiner AFO Socks is not right for you, contact us within 30 days of delivery and we will refund the price you paid for that pair.

You can wear and wash the pair before deciding, and you do not need to return it to us.

If you ordered more than one pair, the First Pair Comfort Promise covers one pair only. Any additional pairs can still be returned under our standard returns policy if eligible.

The promise applies once per customer.

To make a claim, email contact@orthotico.co.uk with your order details.

We may ask what did not work for you because your feedback helps us improve BraceLiner, but providing feedback is not a condition of receiving your refund.

Standard returns

We offer a 30-day return window from the date your order is delivered.

For a standard return, items should be:

• unworn and unused

• unwashed

• in their original packaging

• in the same condition as received

For hygiene reasons, worn or washed items cannot normally be returned under our standard returns policy. The exception is the first pair covered by our First Pair Comfort Promise, which does not need to be returned.

Please check sizing before wearing or washing your socks. If you are unsure about sizing, contact us and we will be happy to help.

To request a return, email contact@orthotico.co.uk with your order details.

If your return is eligible, we will send you return instructions. Please contact us before sending anything back.

Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning it.

Faulty, damaged or incorrect items

Please check your order when it arrives.

If an item is faulty, damaged, not as described, or you receive the wrong item, contact us at contact@orthotico.co.uk with your order details so we can put it right.

Where appropriate, we will arrange a refund, replacement or other remedy in accordance with your statutory rights.

Nothing in this policy affects your statutory consumer rights.

Exchanges

We do not currently offer direct exchanges.

If you would like a different size or variation, you can return an eligible unworn item and place a new order.

If it is your first pair and you only discover after wearing it that the size or fit is not right, please contact us under the First Pair Comfort Promise.

Statutory cancellation rights

If you are a UK consumer purchasing online, you normally have the right to cancel your order within 14 days of receiving it.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

Similar rights may apply to customers in the European Union and other jurisdictions.

These rights are separate from our voluntary 30-day returns policy and First Pair Comfort Promise.

Where required by law, we will refund eligible delivery charges. You are normally responsible for the direct cost of returning unwanted goods unless the goods are faulty, damaged or incorrect.

Refunds

Once we receive and inspect an eligible standard return, we will let you know when your refund has been approved.

For claims under the First Pair Comfort Promise, no return is required. Once approved, we will refund the price paid for your first pair to your original payment method.

Your bank or card provider may take additional time to show the funds in your account.

If you have not received an approved refund after 15 business days, please contact us at contact@orthotico.co.uk.