Terms & Conditions

The important details you may need to know

General Terms & Conditions:


Here's all the small print you need to give you confidence when making a purchase at footbalanceuk.com. We think we've got everything covered in our terms and conditions, but if you've got any additional questions and queries you can always have a look at our Help section or get in contact with us via our Contact Us page.

The terms and conditions below apply to the use of the footbalanceuk.com website, and by placing an order with us you are agreeing to accept them.

Remember that sometimes we may make changes to our service and systems, if this happens we'll update these terms and conditions so make sure you check them regularly.

By visiting footbalanceuk.com, you are accepting and consenting to the practices described in the Terms and Conditions.  footbalanceuk.com website(s) (our "Site" or "Sites") and related services are made available to you pursuant to the following Terms and Conditions.  We may modify the Terms and Conditions from time to time, and your continued use of this Site (or any of our other Sites) following such change shall signify your agreement to be bound by the modified Terms and Conditions.

For those persons wishing to use our services, they must read and agree to be bound by our policies relating to those services.  In particular, we draw your attention to our Privacy Policy.  If you are under 18, you must let your parent or guardian know about footbalanceuk.com's terms and conditions before you register to use this Site or any of this Site's services.

Please read the Terms and Conditions and check back often. If you do not agree to any change to the Terms and Conditions, then you must immediately stop using the Site.

Our contract with you

When you submit an order using our website we will follow the procedures detailed below:

  • We will take your payment as soon as your card details have been processed or at the time of dispatch.
  • You will receive a confirmation e-mail as an acknowledgement of your order within one hour. This e-mail does not constitute acceptance of your order by us.
  • Acceptance of your order and the formation of the contract between you and us will take place when we despatch the goods to you. You will receive a despatch confirmation email when this happens.
  • All orders are subject to acceptance and product availability.
  • In the unlikely event that we are unable to fulfil your order, we will make contact via email as soon as possible.
  • In the unlikely event that we cannot place an order for you, any monies paid will be refunded to you as soon as possible and at the latest within 7 days.
  • In times of high demand timings may change, please refer to our 'Delivery & Returns' page for the latest details.
  • You must agree that all information provided when you complete your order is true and accurate and that all credit / debit card / PayPal details provided through the footbalanceuk.com website are in your own name. Fraudulent use of credit / debit cards or PayPal accounts will mean that we pass your details to the relevant crime prevention authorities for investigation.
  • We reserve the right to cancel your order at any time up to the point of dispatch if we discover an error in the pricing displayed.
  • Our online prices are in line with our store prices, except during promotional periods where prices may vary, prices advertised online will not allways be available in store and vice versa.
General terms and conditions
30 Day Comfort Guarantee

Our 30 Day Comfort Guarantee applies only to FootBalance Custom Insole products purchased through our website. If you require an exchange or refund, simply return your custom insoles to us, within 30 days of receiving them.

For all other products purchased from our website, we offer a 30 Day Return Policy. All we ask is that you return your items to us, unused and in perfect condition, with their original packaging within 30 days of receipt. Pease specify if you would like an exchange item or refund.

Within the UK, goods to be returned or exchanged can be sent back to us free of charge using our Royal Mail Tracked service which is available within the Delivery & Returns section of our website. The cost of the return postage is borne by you if you choose not to use this returns service.

Further information on how to return your goods can be found on our Delivery & Returns page. This is in addition to your statutory rights.

Cancelling your order

You may request cancellation of your order at any time up to the point we prepare your order for despatch - you can do this under 'Your Account'; by telephone on 01225 333 545 or by emailing us through our Contact Us page.

Please ensure you provide us with your name, address including postcode, the product ordered and your Order ID from your confirmation e-mail.

If you wish to return your products once they've been received, please follow the procedure detailed here

We may at our discretion cancel your order up until the point of delvery if we find a pricing issue, believe fraudulent activity has occured, believe a customer is using a mail forwarding service or an address masking service.

Colour Reproduction

We make every effort to reproduce colours on footbalanceuk.com as accurately as possible, however, colour displays can be different depending on your computer settings, so exact colour matches are not possible. This means that colours of the products you order may differ from what you see on screen. If you are not satisfied with the colour of the product you have ordered please refer to our Returns Policy here


footbalanceuk.com is a trading name of FootBalance System Retail Ltd, Registered Office: Mary Street House, Mary Street, Taunton TA1 3NW. Registered in England and Wales under Company Number 10227630. VAT number GB 243 8391 93.


We accept payment via PayPal and by the following credit and debit cards: 
Amex, Visa, Mastercard, Maestro, Delta and Electron.

All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us we will not be liable for any delay or non delivery.


All prices listed on footbalanceuk.com are correct at the time the information is loaded, however, we reserve the right to change the price of products at any time and to cancel an order at any time up to the point of delivery. All prices include VAT (where applicable) at the current UK rate.

Promotional Offers

Promotional offers may be withdrawn at any time.