Refunds & Returns Policy
Last updated: January 2026
We want you to feel confident ordering from Medical Foot Orthotics (“MFO,” “we,” “us,” or “our”). Because orthotics are a fit-sensitive product (and many orders are made-to-order), our policy is designed to (1) help you get the right device and (2) keep the process clear and fair.
If you need help at any point, contact us:
Mailing Address: 2241 Business Way, Riverside CA 92501
Store Hours: Mon - Fri : 7am - 5pm PT
Email: support@medicalfootorthotics.com
Tel: +1 (800) 496 0987
QUICK SUMMARY
- Return window: [120 days] from delivery (unless a different window is stated on the product page).
- Fit + Comfort support: If your product includes our Fit + Comfort Guarantee, we may offer a remake/adjustment or other remedy within [60 days] from delivery.
- Right-Condition Swap: If you selected the wrong orthotic type, we may offer a one-time swap within [60 days] after a quick symptom check.
- Refund timing: After your return is received/approved, refunds typically process within [5–10 business days] to your original payment method.
Note: This policy does not limit any rights you may have under applicable consumer protection laws.
1) DEFINITIONS
“Delivery” means the date your order shows as delivered by the carrier.
“Made-to-order” means your item is produced based on selections you provide (shoe type, size, symptom side, fit notes, etc.).
2) RETURN WINDOW (REFUNDS)
A) Standard Returns
You may request a return for eligible items within [120 days] of delivery.
B) Items must be return-eligible
To be eligible for a refund:
• The item must be returned in reasonable condition (clean, not intentionally damaged).
• Excessive damage, heat damage (dryer/heat gun), soaking, or clear misuse may void eligibility.
• If your item requires trimming, careful trimming per our instructions generally does not automatically void eligibility; however, incorrect or extreme trimming that prevents evaluation may reduce or void eligibility.
C) Non-returnable / non-refundable items (if applicable)
Unless required by law, the following may be non-refundable:
• Final sale / clearance items marked “Final Sale”
• Gift cards
• Items returned outside the return window
• Items that are significantly damaged due to misuse, improper care, or abnormal wear
If you are unsure whether your purchase is eligible, contact us before returning it.
3) FIT + COMFORT GUARANTEE (REMAKES / ADJUSTMENTS)
Some products include a Fit + Comfort Guarantee (the exact terms and window will be shown on the product page or order confirmation).
If your product includes this guarantee and it doesn’t fit or feel comfortable:
• Contact us within [60 days] of delivery.
• We may ask a few questions and/or request photos to understand the issue (shoe type, size, where you feel pressure, etc.).
• We may recommend a break-in plan, minor fit steps, or an adjustment.
• If needed, we may remake or adjust the product at no additional charge (subject to the guarantee terms on your product/order).
Important: Orthotics can feel “different” at first because they change mechanics. Many customers need a brief break-in period. If you experience new or worsening knee/hip/back pain, stop use and consult a licensed clinician.
4) RIGHT-CONDITION SWAP (ONE-TIME)
If you believe you selected the wrong orthotic for your symptoms/condition, we may offer a one-time Right-Condition Swap within [60 days] of delivery, after a quick symptom check by our support team.
- The swap is intended to correct the product selection (not to obtain multiple different products).
- We may require the original product to be returned before sending the replacement.
- The swap may be limited to one per order/customer, and may not apply to final sale items.
5) HOW TO START A RETURN OR REMAKE REQUEST
Step 1: Start your request
Email us at: [support@medicalfootorthotics.
Step 2: Include the following
• Order number
• The shoes you’re using (brand/model if possible)
• What you’re feeling (e.g., arch too high/low, heel slip, pressure point location)
• Photos (helpful): top view of the orthotic, side view in the shoe, and any wear/fit issue
Step 3: Wait for authorization and instructions
Please do not mail items back without instructions. Returns sent without authorization may be delayed or lost.
6) RETURN SHIPPING & FEES
A) Return shipping
Return shipping is handled one of two ways:
• If your order/product qualifies for “Free Returns” (as shown on the product page or during checkout), we will provide a prepaid return label, when eligible.
• If Free Returns are not included, you are responsible for return shipping costs.
B) Original shipping
Original shipping charges (including expedited shipping, if any) are generally non-refundable unless the return is due to our error or a defective item.
C) Packaging
Use protective packaging so the item isn’t damaged in transit. If an item is damaged during return shipping due to insufficient packaging, it may reduce eligibility for a refund.
7) REFUNDS (HOW THEY WORK)
Once your return is received and inspected (or otherwise approved):
• We will notify you of approval or denial.
• Approved refunds are issued to the original payment method.
• Refunds typically include the product price paid after discounts; shipping, duties, and taxes may be non-refundable unless required by law or due to our error.
• Processing time varies by bank/payment provider, but most refunds post within [5–10 business days] after approval.
8) EXCHANGES
We generally do not offer traditional exchanges.
Instead, we support:
• Remakes/adjustments under the Fit + Comfort Guarantee (if included)
• A Right-Condition Swap (if eligible)
• Or you may return (if eligible) and place a new order
9) DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your item arrives damaged, defective, or you receive the wrong item:
• Contact us within [7–14 days] of delivery (or as soon as possible).
• Include your order number and clear photos.
We will work with you to repair, replace, or refund as appropriate.
10) INTERNATIONAL ORDERS (IF APPLICABLE)
International customers may be responsible for duties/taxes charged by their country. These charges are typically non-refundable.
Return shipping for international orders may not be covered, unless explicitly stated at checkout or on the product page.
11) ORDER CHANGES & CANCELLATIONS
Because many products are made-to-order, we may not be able to cancel or change an order once production has started.
If you need to change or cancel, contact us immediately at [support@medicalfootorthotics.
12) CONTACT
Questions about returns, remakes, swaps, or refunds:
Email: [support@medicalfootorthotics.