Refund on custom-made goods

Essexbabe

Hi all, does anyone know if you can get refunds on custom-made goods if you deem them unfit for purpose? I had some custom-fitted insoles made for me, and have been breaking them in gradually (as per instructions). I’ve built up to going for short runs in them but whilst on a run yesterday they were so painful that they gave me blisters (which then made it too painful to actually walk after). As you can imagine, I’m reluctant to try them again. I contacted the seller to tell him this but he said that he can’t refund as it’s bespoke, even though I said if they are causing me pain and blisters then they’re not fit for purpose. Am I right or does the bespoke element change things? 

user1977

No, being bespoke isn't a defence to a claim on the basis of the item being unfit for purpose, only for "change of mind" returns.

sheramber

 How were the insoles made to fit you. Did you supply measurements or a pattern of your foot?

Essexbabe

They took an inprint in swishy foam

sheramber

So the fit depends on how accurate the imprint  you made is and how accurately they matched.

TELLIT01

If the insoles aren't fit for purpose, particularly if they are supposedly made you your specific requirements I don't understand how they can deny a refund.

Alderbank

TELLIT01 said:

If the insoles aren't fit for purpose, particularly if they are supposedly made you your specific requirements I don't understand how they can deny a refund.

I coach runners, particularly beginners. Blisters are caused by a variety of things, including wrong size or width of shoes, wrong socks, the way you lace or tie your shoes. 
I don't actually recall ever seeing blisters caused by orthotics. Socks are much more important that many people realise and getting the lacing right and tying them properly to stop your feet moving backwards and forwards is also important.

Bradden

TELLIT01 said:

If the insoles aren't fit for purpose, particularly if they are supposedly made you your specific requirements I don't understand how they can deny a refund.

I would guess the difficulty is getting the supplier to agree that they aren't fit for purpose. 

Manxman_in_exile

Custom made orthotics are usually* provided by registered podiatrists/chiropodists.  Is this how you've obtained yours?

I've used prescription orthotics from a podiatrist for my running shoes for many years, and my wife is currently having some made too.  I've never had any problems with mine but I understand that their fitting may occasionally need a bit of "fettling" from the podiatrist providing them.  

Assuming it is a podiatrist you've got these from, I'd expect him or her to be more than happy to see you again to ensure that the fitting is appropriate for you and that nothing is wrong with them.  Have you told him or her that you want them to check the fit etc?

And have you made it clear to them that you are querying whether they are faulty, not that you are changing your mind or using their own extra-statutory returns policy?  If they are faulty, it doesn't matter that they are custom made**.  You have paid good money for custom made orthotics that are not faulty!

Oh - one other question: presumably the person you bought these from took the cast - you didn't do it yourself?

(Don't laugh - you have got them the right way round in your shoes?  Front and back, left and right?)

*  Some places that sell skiing gear will sell "custom" moulded insoles for ski boots.  Personally I wouldn't trust them to know what they're doing and would only go to a podiatrist.  Is the person who sold them to you listed here?

 Institute of Chiropodists and Podiatrists | IOCP | CPD Courses The Institute of Chiropodists and Podiatrists   or   Find a Podiatrist (rcpod.org.uk)  or  Find Podiatrists and chiropodists services - NHS (www.nhs.uk)


**Whether or not they're custom made is irrelevant unless you bought them at a distance (eg online).  I presume you bought these in person, not at a distance?  Either way, if they are faulty or not fit for purpose it doesn't matter.  You want ones that fit.

bris

Problem is if the imprint is of your foot then it's made for your foot.

The shoes you are putting them in are not customised to your feet so thats the issue. 

The insoles fit, the foot still moves in the shoes.

If the the insoles are to spec then you will struggle.

Grumpy_chap

Manxman_in_exile said:

Custom made orthotics are usually* provided by registered podiatrists/chiropodists.  Is this how you've obtained yours?

*  Some places that sell skiing gear will sell "custom" moulded insoles for ski boots.  Personally I wouldn't trust them to know what they're doing and would only go to a podiatrist.  

As well as the ski shops you mention, some stores selling trainers also offer custom fitted insoles.  Note the non-clinical terminology.  Even some branches of Sports Direct sell them.  

Like you, I wouldn't trust these places but the store staff can be convincing.  My wife bought some once, about £60 if I recall correctly - they were very uncomfortable (apparently) so went back in the packet after one wearing.  I don't think there is much market for "worn once only custom insoles" but I would be pleased to be proven wrong.

I wonder where on the scale from high street sports chain to registered chiropodist the OP purchased their insoles from?