90-Day Fit Guarantee
Last updated: August 8, 2026
We want you to feel confident in every step. If your custom insoles don't fit correctly or there is any issue we are responsible for, you're covered by our 90-day return policy from the date your insoles are delivered.
What's covered
Within 90 days of delivery, you may request a return or replacement at no cost for any of the following:
- • The insoles do not fit correctly in your shoes or are uncomfortable after a reasonable break-in period.
- • The insoles were manufactured incorrectly based on your approved analysis results.
- • A defect in materials or workmanship, such as delamination, cracking, or separation.
- • The wrong pair was shipped to you.
- • Damage that occurred during shipping.
How it works
- 1 Contact our support team within 90 days of delivery and describe the issue.
- 2 We'll review your request and, if covered, send a prepaid return label.
- 3 Ship the insoles back using the provided label.
- 4 Once received, we'll issue a full refund to your original payment method or remake your insoles — your choice.
Not covered
- • Normal wear and tear from regular use over time.
- • Damage caused by misuse, improper care, or use in footwear the insoles weren't designed for.
- • Changes in fit due to inaccurate or outdated information provided during your gait analysis.
- • Requests made more than 90 days after delivery.
Refunds
Approved refunds are returned to your original payment method within 5–10 business days of receiving the returned insoles. Original shipping charges are fully refunded for covered returns. Replacement insoles are produced and shipped at no additional cost.
Need to start a return?
Contact Base44 support through the app, and our team will help you start the process right away.