Refund policy

Please test before you trim. When your insoles arrive, charge them, put them in your shoes uncut and try every heat level. Only trim them once you're happy they're right for you.

Changed your mind? We accept returns of insoles that have not been cut, within 14 days of delivery. Let us know at procloseai@gmail.com within that time, then send the pair back within 14 days of telling us. Please return them with the remote, cable and packaging. Return postage is paid by you.

We refund the price you paid within 14 days of receiving the return (or proof you've sent it), using your original payment method.

Cut insoles: cutting goes beyond what's needed to try them out. If insoles come back cut, we may reduce your refund by the loss in value, which for cut insoles can be up to the full price.

UK customers: your legal right to cancel If you're in the UK, you have a legal right to cancel your order within 14 days of delivery, for any reason. Nothing in this policy takes that right away. If you've used or cut the insoles beyond what you'd do to try them in a shop, we may reduce your refund to reflect the loss in value.

Faulty or damaged? If your insoles or remote are faulty or arrive damaged, we'll replace or refund them, cut or not. Contact procloseai@gmail.com with your order number and a short description or photo. We pay the return postage for faulty items. This doesn't affect your legal rights.

How to start a return Email procloseai@gmail.com with your order number. We'll reply within 2 to 4 business days with the return address.