Remake, Cancellation and Refund Policy

If there is a physical defect on our part, we will cancel, remake or refund your order, all free of charge.

In other cases, the service will be provided according to the following rules. All procedures can be easily completed through our official LINE account.

Before canceling, remaking, or requesting a refund, please consult with your local dealer or one of our experts.

If you experience discomfort or pain when wearing our insoles, we will determine the following four points from the information you provide.

  1. This is discomfort and pain that occurs during the process of adjusting to an optimal physical condition, and improvement is expected with continued use.
  2. Although the discomfort and pain may improve, it is preferable to carry out reconstruction.
  3. Conditions that require immediate discontinuation
  4. There are physical defects on our part.

The purpose is to determine the above four points and provide appropriate judgment and advice to our customers.

[Guarantee for remaking due to damage, etc.]

This compensation is provided if a remake is required due to damage, etc.

  • If you would like to have your item remade, please first consult with your local dealer or our consultation center.
  • In the case of damage, please take a photo of the damage and upload the image using the designated method.
  • If you complete the procedure within 90 days of the initial payment date for the relevant product, we will remake it free of charge.
  • If you complete the procedure within 12 months after 91 days from the date of initial payment for the product, we will remake it for 4,840 yen (tax included).
  • If you are using a monthly flat rate plan, the above fee will be charged once at the time of rebuilding in addition to the monthly fee. (Please rest assured that the monthly fee will not become 4,840 yen.)
  • If you are using a monthly flat rate plan, your monthly payments will remain the same even after the warranty is applied.
  • If you use a monthly flat rate plan, the number of payments will remain the same even after the warranty is applied.The first payment for the (damaged) insole before replacement will be counted as the first payment, and once you have reached the 18th payment for adults and the 12th payment for children, you can order new insoles as usual.So please don't worry.
  • This warranty can be used once during the warranty period.
  • The costThis pagePlease make payment from now on.
  • If it is damaged, we will remake it in the same shape.
  • If you need to remake it for other reasons, we will make the necessary corrections and remake it.
  • Please note that we cannot remake items if they are lost or stolen.
  • We will remake the item into the same type of item (we cannot remake walking items into sports items, etc.)
  • Please return the item you wish to have remade. We will send you a return letter pack (Yu-Pack Light) with a return address along with the new insole, so please return the item within 7 days.
  • If for any reason it is difficult to return the item, we will charge you the total price of the item you wish to have remade minus the total amount you have paid up to that point.

 

[Table ① Remake guarantee]

  Applicable plan Customer's burden conditions Customer Procedures
①
Rework
guarantee
Monthly plan
・
Bulk Purchase
JPY 0
 Apply within 90 days from the date of the first payment for the relevant product Please consult with your local dealer or one of our experts first.
After that, please complete the procedure on the official LINE website. After receiving the new product, please return the old insole by posting it in the post using the reply letter pack sent by our company within 7 days.
4,840 yen (tax included)
 Apply within 91 days and 12 months from the date of the first payment of the relevant product

[Growth Rebuild Guarantee]

This provides compensation if your child's feet grow and the insoles become too small.

  • If you would like to have your item remade, please first consult with your local dealer or our consultation center.
  • Place your foot on the insole, take a picture of the size of the insole, and upload the image using the designated method.
  • If you complete the procedure within 12 months from the date of the initial payment for the product, we will remake it for 4,840 yen (tax included).
  • If you are using a monthly flat-rate plan, the above fee will be charged once at the time of the replacement in addition to the monthly fee. (Please rest assured that the monthly fee will not be 4,840 yen.)
  • If you are using a monthly flat rate plan, your monthly payments will remain the same even after the warranty is applied.
  • If you use a monthly flat rate plan, the number of payments will remain the same even after the warranty is applied.The first payment for the insoles before they are remade (the size no longer fits) will be counted as your first payment, and once you have made the 12th payment, you can order new insoles as usual.So please don't worry.
  • This warranty can be used once during the warranty period.
  • The costThis pagePlease make payment from now on.
  • We will remeasure your enlarged feet and remake the shoes in a larger size.
  • Please note that we cannot replace your item if it is lost or stolen.
  • We will remake it into the same type of product (we cannot remake walking shoes for sports shoes, etc.)
  • Please return the product you wish to have remade. We will send you a return letter pack (Yu-Pack Light) with the return address along with the remade insoles, so please return the product within 7 days.
  • If for any reason it is difficult to return the product, we will charge you the total amount you have paid up to that point minus the total sales price of the insoles.

 

[About canceling your monthly flat-rate plan]

  • If you wish to cancel your monthly flat-rate plan, please first contact your local dealer or our official LINE consultation desk.
  • If you cancel your monthly flat-rate plan, a cancellation fee of 6,450 yen (tax included) will be charged. However, after the 24th payment (18th payment for kids' products) from the first delivery date of the applicable product, the cancellation fee will be free of charge.
  • To cancel your monthly flat-rate plan, you will need to return the product. After you have completed the cancellation procedure, we will send you a return letter pack (Yu-Pack Light) with a return address, so please return the product within 7 days.
  • Your contract will be cancelled once we have confirmed both your cancellation procedure and the return of the product. Please note that you will continue to make monthly payments until the cancellation is completed.
  • If for any reason it is difficult to return the product, we will charge you an amount equal to the total purchase price of the relevant product minus the total amount paid up to that point.
  • If you purchase multiple pairs of the same product and cancel only some of them (for example, if you cancel one pair out of three pairs for walking), the lower priced pairs will be cancelled first based on the monthly payment at the time of purchase, and the remaining amount will be charged as your monthly flat rate plan fee.
  • If you purchase multiple pairs and cancel some of them, and only one pair remains that was eligible for set discounts or repeat purchase discounts, these discounts will be canceled and you will be charged the regular price (monthly fixed price) from the following month.

 

[Table ② Cancellation of monthly flat-rate plan]

  Applicable plan Customer's burden conditions Customer Procedures
②
Monthly flat rate plan
Cancellation
Monthly plan
JPY 0
data
Before upload
 Please contact your dealer or our company.
JPY 0
24th*Cancellation after payment of
 Please consult with your local dealer or one of our experts first.
After that, please complete the procedure on the official LINE website. After receiving the new product, please return the old insole by posting it in the post using the reply letter pack sent by our company within 7 days.
As a cancellation fee
6,450 yen (tax included)
24th*Cancellation before payment

*This is the 18th edition for kids.



[Money Back Guarantee]

  • If you request a refund before uploading your data, we will give you a full refund.
  • If you would like a refund after uploading your data, please first contact your local dealer or our official LINE consultation center.
  • Refunds must be made via our official LINE account within 30 days of the original delivery date of the relevant product.
  • To receive a refund, you must return the product. After you have completed the cancellation procedure, we will send you a return letter pack (Yu-Pack Light) with a return address. Please return the product within 7 days.
  • Once we have confirmed that your refund procedure has been completed and that the product has been returned, we will refund the purchase price minus 4,840 yen (tax included) to cover analysis costs, etc.

 

[Table 3: Money Back Guarantee]

  Applicable plan Refund amount conditions Customer Procedures
③
Money-back guarantee
Bulk Purchase
Full refund
data
Before upload
 Please contact your local dealer or our company.
Analysis etc. costs
As
4,840 yen (tax included)
minus
Refund the amount
data
After upload
 Please consult with your local dealer or one of our experts first.
After that, please complete the procedure from the official LINE website. Please return the old insoles by posting them in the return letter pack sent to you by our company within 7 days.

[Consultation Desk]
　Each dealer
　or
　SPIRAL TURN Machida Co., Ltd.
　03-6318-1324 / info@spiralturn.co.jp

Revised in June 2024