Terms & Conditions

Akrolimb Ltd operates this website and the Akrolimb app, and is the seller for orders on this store. Akrolimb Ltd is registered in England & Wales, company number 17066080. Our registered office address is held on the public register at Companies House, and we'll gladly provide it on request. "Akrolimb", "we", "us" and "our" in these terms means Akrolimb Ltd, unless we say otherwise below.

We're preparing to deliver to India. When we do, those orders (paid in Indian rupees) will be sold by our group company Akrolimb Private Limited, registered in India, CIN U32506GJ2025PTC171426 — and these terms will apply to that sale with Akrolimb Private Limited as the seller.

You can reach us any time at info@akrolimb.com.

When you place an order and payment succeeds, we'll email you an order confirmation — that email is when the contract between us is formed. Occasionally we may need to decline or cancel an order (for example, a payment or pricing error, or a delivery address we can't serve); if that happens after you've paid, we'll refund you in full straight away.

Prices are shown in pounds sterling and the price you see at checkout is the price you pay (Indian-rupee pricing will apply once we begin delivering to India). Payment is taken securely by our payment provider, Stripe — your card details never touch our servers. If we ever discover an obvious pricing mistake on an order you've placed, we'll contact you to confirm or cancel with a full refund before making anything.

Every pair is custom-made from a 3D scan of your own feet, taken with the Akrolimb app. You can scan first and order after, or order first and scan when your confirmation email walks you through it — either way, production starts once we have both your order and your scan.

Because your email address is how your scans and your order find each other, please use the same email address for both. We rely on the scan you send us being of the feet the insoles are for; scans of someone else's feet will produce insoles that fit them, not you.

We currently deliver to the United Kingdom, with delivery to India coming soon. Each pair is printed to order — your pair goes to print once your scan arrives and ships after it passes a hand check. We aim to have your insoles with you within days, and we'll email you when your order is dispatched. Delivery timings are estimates, not guarantees, but if your order is significantly delayed we'll keep you informed and you can contact us any time for an update.

Your insoles are our responsibility until they're delivered to the address you gave us — risk passes to you on delivery, and the goods remain ours until we've received payment in full.

You can cancel your order for a full refund within 24 hours of placing it — just reply to your order confirmation email or write to info@akrolimb.com, and we'll cancel and refund you even if production has already begun.

After that window, your pair is a personalised product made to a scan of your own feet. Under the UK Consumer Contracts Regulations 2013 the standard 14-day cooling-off right doesn't apply to bespoke, made-to-order goods — so once the 24 hours have passed we can't promise a cancellation. That said, our 30-day guarantee below means you're never stuck with a pair that isn't right.

Getting your fit right is the whole point. If your insoles aren't right for you, tell us within 30 days of delivery and choose either:

• A remake — we make you a fresh pair, adjusted from your feedback, at no cost; or
• A full refund — every penny back to your original payment method.

The choice is yours. To claim, reply to any of our order emails or write to info@akrolimb.com with your order reference. We may ask a few questions about the fit (and occasionally for the pair back) so every remake makes the next pair better. This guarantee is a voluntary promise offered in addition to your statutory rights — it never limits or replaces them.

If your insoles arrive faulty, damaged, or not as described, your statutory rights apply on top of everything above: for UK orders, under the Consumer Rights Act 2015 (including the right to reject faulty goods within 30 days for a full refund, and to a repair or replacement after that); for orders delivered to India, under the Consumer Protection Act 2019. Contact us and we'll sort it. Refunds are always made to your original payment method.

Scanning is free and doesn't need an account. If you send us scans and don't order, they're automatically deleted 7 days after your latest scan — or sooner, if you use the app's "delete my scans" option. If you order, your scan is kept on file so future pairs can be designed without re-scanning. Everything about how we collect, use, store, and delete your data — and your rights over it — is set out in our Privacy Policy, which these terms incorporate by reference.

We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Akrolimb website and app to scan, order, and manage your insoles (and, for clinician accounts, to design and order devices for your patients). The software, its design, our device designs, and all intellectual property in them remain ours or our licensors'.

You agree not to misuse the service: no reverse-engineering, scraping, reselling access, submitting content you don't have the right to share, probing or disrupting our systems, or using the service to break the law. We may suspend or close accounts that breach these terms — where practical we'll warn you first, and suspension never affects refunds you're entitled to.

Akrolimb consumer insoles are a comfort product, not a medical device. They are not intended to diagnose, treat, cure, or prevent any disease or condition, and are not a substitute for professional medical advice. If you have a medical condition affecting your feet, talk to a healthcare professional before relying on any insole. Comfort outcomes described by customers are personal experiences, not a guarantee of results.

Where clinicians use our design software to produce custom orthotic or prosthetic devices, clinical suitability and any applicable regulatory responsibilities rest with the treating clinician.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law says can't be excluded. Your statutory consumer rights are never limited by these terms.

Beyond that, we're responsible for loss or damage that's a foreseeable result of us breaking these terms or failing to use reasonable care — and our total liability for an order is limited to the price you paid for it. We're not responsible for losses that aren't foreseeable, or for business losses (the store is for consumers).

We may update these terms from time to time — the version on this page when you place your order is the one that applies to it, and we'll date every change below. If any part of these terms turns out to be unenforceable, the rest still stands. These terms are between you and us: no one else can enforce them, and you can't transfer your order's rights to someone else without asking us first (we won't refuse unreasonably).

For orders delivered to the UK, and for your use of the website and app generally, these terms are governed by the laws of England & Wales, and the courts of England & Wales have jurisdiction — though if you live in Scotland or Northern Ireland you can also bring proceedings at home. For orders delivered to India (sold by Akrolimb Private Limited), the contract of sale is governed by the laws of India. Wherever you live, you always keep any mandatory consumer protections your local law gives you.