Refund policy

Every Promatic orthotic is custom-made to your foot scan and your sport. We stand behind that fit.

The Promatic Fit Guarantee

Your orthotics are built for your feet, and we keep working until they feel that way. Skate on them for 60 days. If anything feels off, tell us and we adjust them free. Most fit issues come down to a tune of the arch, heel, or shape, and an adjustment fixes them.

If we still can't get the fit right within 60 days, we refund you in full.

How to start an adjustment or return

Email us at support@promaticorthotics.com within 60 days of delivery. Include your order number and a short note on what feels off. We'll send instructions from there. Keep your orthotics and packaging until the process is finished.

Why custom changes the usual rules

Because each pair is milled to one athlete's scan, we can't resell a returned pair, so we don't take "changed my mind" returns of used custom orthotics the way a store takes back a stock item. What you get instead is the Fit Guarantee above: as many adjustments as it takes, free, and a full refund if we can't get the fit right within 60 days. If your order hasn't gone into production yet, contact us and we'll cancel it for a full refund.

Impression kits and non-custom items

Unused impression kits can be returned within 60 days of delivery for a refund. Once a kit has been used to take an impression, it can't be returned.

Damaged or defective

If your orthotics arrive damaged or fail from a manufacturing defect, we replace them free. Email support@promaticorthotics.com with your order number and a photo.

Refund timing

Approved refunds go back to your original payment method within 5 to 10 business days. Your bank may take a few days more to post it.

Questions

Email support@promaticorthotics.com and we'll help you get the right fit.