Refunds

We inspect every device before any work begins. If the structural shell cannot take new materials — because it is cracked, split, incomplete, or because the device has no refurbishable shell at all — we do not proceed.

In that case:

• Your original orthotics are returned to you
• The refurbishment service fee is refunded
• Shipping costs already incurred are not refunded

Shipping is excluded because it has already been spent moving your orthotics to the lab and back. This is why we publish what qualifies before you order.

Renew is priced in tiers, so a partial refund is not simply the price of one pair. We re-price your order at the normal tier for the number of pairs we can actually refurbish, and refund the difference.

For example: you send two pairs and one turns out to have a cracked shell. Your order is re-priced as a single-pair order, and the difference is refunded. You are charged the normal one-pair price rather than half of a two-pair price.

Duplicate pairs are made by scanning the shell of a specific pair you sent in. If that pair cannot be refurbished, its shell cannot be copied either, so any duplicates ordered from it are cancelled and refunded.

Duplicates taken from a different pair that did qualify are unaffected and continue as normal.

Refunds are issued to the original payment method. Your bank or card issuer decides how quickly it appears on your statement.

New orthotics are made specifically for you from your scan, so they are not returnable for a refund once manufactured. They are instead covered by a 60-day fit period and a manufacturing warranty — see the warranty policy.