Refund policy

Who we are. INSOLANCE (“we”, “us”, “our”) handcrafts made-to-order sandals with personalized insoles built from each customer’s footprint using an imprint kit and questionnaire.

This policy explains when customer can receive a refund, how to report problems, and how personalized goods are handled. It does not limit any mandatory consumer rights customer may have under applicable law.

1) Key definitions:

• Personalized product — sandals with integrated personalized ineoles, produced using consumer's footprint and answers to a questionnaire.
• Imprint kit — foam box + detailed video instructions on how to capture consumer's footprint at home alone and with a help of another person.
• Customization start — the moment INSOLANCE receives the kit (consumer will be notified).
• Delivery window — typically 2–4 months from Customization start.

2) Cooling-off / right of withdrawal (EU/ES).

Under EU Consumer Rights Directive 2011/83/EU, Art. 16(c) and Spain RDL 1/2007, Art. 103(c), the standard 14-day withdrawal right does not apply to goods made to the consumer’s specifications or clearly personalized.
Even so, INSOLANCE offers a voluntary refund before Customization starts (see §3).

3) INSOLANCE's voluntary refund window (before Customization).

Customer may cancel for a full refund any time before Customization starts.

How to cancel:
Email support@insolance.com from your order email with subject “Cancel Order #[number]”. We will confirm your order status and process the refund to the original payment method.

If a kit has already been shipped:

• Return the unused kit within 21 days using our instructions.
• If the kit is not returned or is used/damaged, a kit & handling fee of €30 may be deducted from your refund (this fee must also be shown on the product page/cart).

4) After Customization starts (personalized goods).

Once Customization starts, your order becomes personalized and non-returnable / non-refundable, except where the product is defective or does not conform to your order (see §5).

5) Defective or incorrect items (your remedies).

INSOLANCE stand behind its craft. If order arrives defective or incorrect (e.g., wrong model/color or an evident manufacturing fault):

1. Contact INSOLANCE within 14 days of delivery: support@insolance.com
   Include your order number, a description, and clear photos/video of the issue.
2. INSOLANCE will assess promptly. If production defect is confirmed, at no cost to a customer a pair wil be repaired, replaced, or re-fabricated within a reasonable timeframe.
3. INSOLANCE may ask to return the product for inspection; if so, INSOLANCE provides a return at its cost.
4. If repair/replacement is not reasonable, customer may be entitled to a refund under applicable consumer law.

Note: small variations typical of handmade leather goods (minor grain/colour variance, edge finishing nuances) are not considered defects. Keep original packaging until  checked the item. For transit damage, contact INSOLANCE within 14 days with photos of the box and product to open a carry a claim.

6) Imprint kit: quality, re-makes & late/no returns.

• Please follow the video instructions carefully and complete the questionnaire fully and truthfully.
• Costs for a re-make: where misuse/damage is evident, outbound + return shipping for the replacement kit may be charged at cost.
• Late or no return: if your kit is not returned within the timeline communicated in  emails, INSOLANCE may (i) pause your order or (ii) cancel & refund minus the kit & handling fee €30 (if you are still before Customization). After Customization starts, the order is non-cancellable except under §5.

7) Gifts & gift cards

• Gift cards function as store credit and are not refundable for cash (except where required by law).
• Orders paid with gift cards follow this policy. If a gifted order is cancelled before Customization, the refund returns to the same gift card.
• If a gift purchaser cancels before Customization, INSOLANCE will refund the purchaser’s original payment method unless otherwise required by law.

8) International orders (outside the EU).

• Unless stated otherwise, INSOLANCE ships DAP (Delivered At Place): local import duties/taxes may be collected by the carrier on delivery and are not refundable.
• Customs delays are outside INSOLANCE's control; INSOLANCE will assist with documentation if needed.

9) How refunds are issued.

• Approved refunds are processed to the original payment method.
• Processing time depends on your bank/card, typically 5–10 business days after our confirmation.
• For multi-tender payments (e.g., gift card + card), refunds are applied back in the original proportions where technically possible.

10) How to start a claim or request.

Email support@insolance.com with:

• Subject: Refund/Return/Defect – Order #[number]
• Body: full name, order email, description; attach photos/video where relevant.
  INSOLANCE replies within 2 business days with next steps.

11) Customer's statutory rights.

Nothing in this policy limits rights customer may have under applicable consumer protection law (e.g., the legal guarantee of conformity under Directive (EU) 2019/771 as implemented in your country). Where a conflict exists, mandatory law prevails.

12) Changes to this policy.

INSOLANCE may update this page to reflect operational or legal changes.

14) Contact: support@insolance.com