PROFEET SPORTS LAB FIT GUARANTEE

Terms & Conditions

1. Scope
The Profeet Sports Lab Fit Guarantee applies to:

• Footwear purchased from Profeet in conjunction with a Qualifying fitting appointment (as defined in section 2); or
• Custom insoles supplied and fitted by Profeet.

The guarantee applies only to the original purchaser and is non-transferable. It is intended to support eligible fit-related issues arising from the original fitting process. It does not create a general right to return used products simply because a customer later prefers a different product, fit, feel, or specification where there is no covered fit issue
 
2. Definitions
For these Terms & Conditions:

3. Eligibility
To qualify for the Sports Lab Fit Guarantee:

• The product must have been purchased through a Qualifying fitting appointment;
• You must be the original purchaser;
• Profeet must be given a reasonable opportunity to inspect, assess, and adjust the product before any further remedy is considered;
• All work under the guarantee must be carried out by Profeet during a follow-up appointment booked in advance;

 
4. What’s Covered
During the first 90 days from the date of purchase, Profeet will provide:

• In-store assessments;
• Fit-related modifications and Adjustments; and
• Advice and guidance on use and adaptation.

 
These Adjustments are provided free of charge where they are fit-related refinements reasonably required as part of the original fitting process. This 90-day period is intended to support the normal bedding-in and adaptation process for footwear and custom insoles.
 
If, after assessment and reasonable Adjustments, Profeet concludes that a satisfactory outcome cannot be achieved, Profeet may offer an exchange to an alternative product in accordance with section 10.
 
5. What’s Not Covered
The Sports Lab Fit Guarantee does not cover:

• Normal wear and tear, including ordinary material breakdown or comfort changes over time;
• Accidental damage, misuse, neglect, or use outside the product’s intended activity or purpose;
• Changes in foot shape, body condition, or biomechanics after fitting;
• Products bought without a fitting appointment or from third-party retailers;
• Optional upgrades, replacement parts, or replacement components unless Profeet agrees otherwise; and
• Third-party modifications, repairs, or alterations where those changes affect fit or prevent Profeet from properly assessing or correcting the reported issue.

 
6. The Fitting Process and Your Responsibilities
Profeet Footwear and Custom Insole Fitting is a process, not a one-off service. Small refinements are often a normal part of getting the right outcome, especially once you begin using the product regularly.
 
To help Profeet resolve any fit issue fairly and effectively, you agree to:

• Follow the reasonable break-in, usage, and care guidance given during your fitting;
• Use the product in a manner consistent with its intended purpose;
• Attend follow-up appointments where reasonably required; and
• Return to Profeet for assessment before arranging alterations or modifications elsewhere.

 
Failure to follow reasonable guidance or to give Profeet a fair opportunity to assess and adjust the product may affect the remedies available under this guarantee.
 
7. Product Condition and Appointment Requirements
All work under this guarantee must be carried out in person by a Profeet Technician, unless Profeet agrees otherwise.
 
Products presented for Adjustment, exchange, or refund must be clean, hygienic, and free from damage caused by misuse, neglect, or external modification. Profeet may decline further work where a product is unsafe or unsuitable for Adjustment.
 
Profeet may ask for reasonable information about when the issue occurred, how the product has been used, and whether any third-party work has been carried out.
 
8. Timeframes
Unless Profeet states otherwise in writing:

• The Adjustment and support period runs for 90 days from the date of purchase.
• Any exchange or custom insole refund under this guarantee must be considered within that same 90-day period.
• Customers experiencing a fit-related concern should contact Profeet as soon as reasonably possible within that period so a follow-up appointment can be arranged.

 
9. Remedies
Where a covered fit issue is reported, Profeet will normally deal with the matter in the following order:

• Assessment of the issue;
• Fit Adjustments or refinements, where appropriate; and
• If those steps do not resolve the issue, consideration of an exchange for eligible products or, for custom insoles, consideration of a refund under section 11.

 
The remedy offered under this guarantee will depend on the nature of the issue and Profeet’s assessment of what is reasonable and appropriate in the circumstances.
 
10. 30-day Custom-Fitted Footwear Exchange Programme
If, after assessment and reasonable Adjustments, Profeet concludes that a satisfactory outcome cannot be achieved, Profeet may offer an exchange to an alternative product. Any exchange:

• Must be authorised by Profeet within 30 days of the original purchase date;
• Is subject to the product being in acceptable condition, considering reasonable use in accordance with Profeet’s guidance and the nature of the issue;
• May require you to pay the price difference where the replacement product has a higher selling price or vice versa or if you choose a different product at a lower price, we’ll refund the difference.

 
An exchange is limited to one replacement per original purchase, unless Profeet expressly agrees otherwise in writing.
 
If an exchange takes place within the 90-day support period, the Sports Lab Fit Guarantee will continue on the same basis, with the original 90-day period still applying from the original purchase date.
 
Where the issue relates to custom-fitted footwear (meaning footwear that has been physically modified, customised, or adapted to the customer as part of the fitting process) or another eligible non-insole product of a custom-fitted nature, the primary remedies under this guarantee are assessment, Adjustment, and where appropriate exchange. This section 8 does not apply to standard off-the-shelf footwear that has not been physically modified or customised as part of the fitting process.
 
This guarantee does not provide a separate contractual right to a refund for custom-fitted footwear or other non-insole products of a custom-fitted nature, unless Profeet agrees otherwise in writing. Nothing in this section 8 excludes your statutory rights.
 
11. Custom Insoles Money-Back Guarantee
Custom insoles are covered by a 90-day money-back guarantee, excluding the appointment fee.
Refund eligibility is subject to:

• Attendance at follow-up appointments where reasonably required;
• Profeet being given a reasonable opportunity to assess and adjust the insoles; and
• There being no meaningful improvement following fitting and reasonable modification.

 
A refund will not be available where:

• The insoles have not been used as advised;
• Follow-up opportunities have not been taken; or
• The issue relates to factors outside the design or fitting of the insoles, including unrelated conditions or circumstances outside Profeet’s fitting process.

 
12. Exclusions
The guarantee may not apply, or may apply only in part, where:

• The issue falls within section 5.
• The product has been modified, repaired, or altered by a third party in a way that affects fit or prevents assessment; or
• You do not give Profeet a reasonable opportunity to inspect and address the issue.

 
Any exclusion will be applied only to the extent reasonably connected to the relevant issue.
 
13. Complaints and Contact
We are here to help. If you have a concern about the fit or function of your footwear or custom insoles, please contact Profeet as soon as reasonably possible so we can help and, where needed, arrange a follow-up appointment.
 
Profeet
867–869 Fulham Road
London
SW6 5HP
 
Email: info@profeet.co.uk

Telephone: 020 7736 0046
 
15. Changes to Terms
These Terms & Conditions apply to purchases made while this version of the Sports Lab Fit Guarantee is in force.
 
Profeet may update the wording of the Sports Lab Fit Guarantee for future purchases, but any such change will not reduce the rights already granted in relation to an earlier qualifying purchase unless you expressly agree otherwise.
 
16. Your Statutory Rights
This Sports Lab Fit Guarantee is offered in addition to, and does not affect, your statutory rights, including any rights you may have under the Consumer Rights Act 2015.