Last updated: 19 October 2026. This policy applies to gel insoles purchased directly from Footgel SA through footgel.co.za for delivery in South Africa.
1. Our 14-day returns offer
If you change your mind or need a different size, email us within 14 calendar days of delivery. Under this voluntary offer, insoles must be unused, unwashed and untrimmed, in their original condition and with their original packaging. Please return them promptly using the instructions we provide.
Check the size range and compatibility with your footwear before trimming or wearing the insoles. Trimmed, worn or washed insoles are not eligible for voluntary change-of-mind returns. These conditions do not override statutory cooling-off rights or rights relating to defective, unsafe, damaged or incorrect goods.
2. How to request a return
Email info@footgel.co.za with your order number or other proof of purchase, the product and size, and whether you would like a refund or size exchange. For a fault, damage or incorrect item, describe the issue and include useful photographs where possible. We will provide return or collection instructions. Contacting us for instructions does not make a valid statutory cancellation subject to our approval.
Returns are handled locally by Footgel SA. Do not send your purchase to the manufacturer in Spain. Our return address is: Footgel SA, 204 Bengal Street, Laudium, Pretoria, Centurion, Gauteng, South Africa, 0037. Please contact us before dispatch so that we can identify your return and arrange receipt.
3. Size exchanges and courier costs
Size exchanges are available within the 14-day voluntary return window for unused, unwashed and untrimmed insoles with their original packaging, subject to availability. Customers pay the direct return courier cost and the delivery cost of the replacement size. We will confirm the applicable courier charges before arranging an exchange. If the requested size is unavailable, you may choose a refund for an eligible return.
For voluntary change-of-mind returns outside statutory cooling-off rights, the product price paid is refundable; original delivery charges are not refundable. You pay the direct cost of returning the goods. Use suitable protective packaging and a trackable courier, and retain your proof of dispatch. Footgel SA covers the necessary return and replacement delivery costs where we supplied faulty, damaged, incomplete or incorrect goods.
4. Refunds and discounted products
We will inspect returned goods promptly and email you the outcome, including reasons if a voluntary return is declined. We aim to process approved refunds within 7 business days of receiving and inspecting the return, and will always comply with any applicable statutory deadline. Refunds are made to the original payment method; your bank or payment provider may take additional time to reflect the credit. Contact us if a refund has not appeared.
Discounted and sale products follow the same return rules. Refunds are based on the amount actually paid, including any applicable discount. A statutory entitlement to a refund will not be replaced with compulsory store credit.
5. Statutory online cancellation rights
Our voluntary change-of-mind return window is 14 calendar days from delivery, subject to the conditions above. Separately, where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online purchase without giving a reason and without penalty within 7 days after receiving the goods.
For a qualifying statutory cancellation, the only charge that may be levied is the direct cost of returning the goods. Refunds are made as required by law, including any delivery charges that must legally be refunded. This does not provide free return courier services or free size exchanges. Outside these statutory rights, the voluntary courier terms in section 3 apply.
The statutory requirement to refund a qualifying cancellation within 30 days of cancellation is a refund-processing deadline, not a 30-day return window. Our aim remains to process approved refunds within 7 business days of receiving and inspecting the return, without exceeding any applicable legal deadline. Statutory cancellation rights and any exclusions are determined by law and are not restricted by the conditions of our voluntary offer.
6. Delivery issues, product faults and individual suitability
Please inspect your order on receipt. Report visible delivery damage, missing items or incorrect products to info@footgel.co.za within three calendar days of delivery. Include your order number and photographs of the goods and packaging where possible, and retain the packaging for investigation. For faults discovered later, contact us promptly after discovery. The three-day reporting request does not exclude statutory rights relating to defects or other qualifying claims.
Footgel SA will assess reported faults using the information provided and, where reasonably necessary, inspection of the insoles. An assessment does not remove or delay remedies required by law.
Individual discomfort, a change in medical advice, or a healthcare professional recommending a different type of insole does not, by itself, establish a manufacturing defect or an automatic entitlement to a refund. Claims will be considered on their facts, including the product’s advertised purpose, any suitability representations made by Footgel SA, relevant evidence and applicable consumer rights.
Normal wear, incorrect trimming, misuse and damage caused by care contrary to the instructions are not manufacturing defects. These exclusions do not apply to an unrelated qualifying product defect. Correctly trimming or caring for insoles according to the instructions does not automatically remove your rights in respect of an unrelated defect. Original packaging is not a condition for exercising statutory defective-goods rights.
Where goods fail to meet the applicable statutory quality, safety or fitness requirements, Footgel SA will provide the remedy required by South African consumer law. Under sections 55 and 56 of the Consumer Protection Act, qualifying claims within 6 months of delivery are handled without penalty and at our risk and expense, including the customer’s applicable right to choose repair, replacement or refund. If a repair fails or a further defect arises within 3 months after repair, the applicable replacement or refund rights remain available. This is not a six-month satisfaction trial or a guarantee of an individual medical outcome.
7. Product use and medical information
Footgel insoles are designed to provide cushioning and support when used as directed. Medical-device classification or CE marking does not mean that an insole replaces professional medical advice, diagnosis, prescribed treatment or individually prescribed orthotics. Consult a qualified healthcare professional if you have a medical condition or persistent symptoms. Individual experiences vary; we do not promise a cure, guaranteed pain relief or a satisfaction trial. This information does not limit your statutory consumer rights.
8. Your rights and contact details
This policy supplements, and does not exclude or reduce, any rights you have under applicable South African consumer law. If any voluntary term conflicts with a statutory right, the statutory right takes precedence.
For returns, exchanges or refund queries, contact Footgel SA at info@footgel.co.za. Address: 204 Bengal Street, Laudium, Pretoria, Centurion, Gauteng, South Africa, 0037.