Refund policy

Last updated: September 2026

1. Right of Withdrawal

In accordance with applicable consumer protection regulations, you have the right to cancel your purchase within 14 calendar days of receiving your order, without providing any reason.

Additionally, PLAREX extends this period to 30 calendar days from the date of receipt as a satisfaction guarantee.

2. Return Conditions

For a return to be accepted, the insoles must:

  • Be in their original condition, unused and uncut
  • Have the original packaging in good condition
  • Not have been unsealed or used in direct contact with the foot

As this is a personal use product that comes into contact with skin, insoles that have been used, cut or unsealed cannot be returned for hygiene reasons, unless they present a manufacturing defect.

3. How to Start a Return

Email us at plarex.service@hotmail.com with the subject line "Return – [Your Order Number]" and include:

  • Full name
  • Order number
  • Reason for the return
  • If the product has a defect, include photos

We will respond within 48 business hours with instructions on how to proceed.

4. Return Window

Once your return is approved, you have 14 calendar days to send the product back to us.

5. Return Costs

  • Return due to withdrawal (no defect): return shipping costs are the customer's responsibility.
  • Defective or incorrect product: PLAREX covers all return shipping costs and will resend the correct product at no charge.

6. Defective or Incorrect Products

If you receive a defective product, one damaged during shipping, or different from what you ordered, contact us at plarex.service@hotmail.com within 7 days of receipt, including photos of the product's condition. We will arrange a replacement or full refund at no additional cost to you.

7. Exceptions to the Right of Return

Returns will not be accepted in the following cases:

  • Insoles that have been used, cut or unsealed (unless there is a manufacturing defect)
  • Products damaged due to incorrect or inappropriate use
  • Requests made after 30 days from the date of receipt

8. Refunds

Once the returned product has been received and inspected, we will process your refund within 10 business days using the same payment method used for the original purchase.

If the returned product shows signs of use or deterioration that reduce its value, PLAREX reserves the right to apply a partial refund proportional to that loss in value.

9. Contact

For any questions about returns or refunds:
plarex.service@hotmail.com