Warranty, Exchange, and Return Policy

I. Purpose and Scope

This document establishes, broadly and formally, the conditions applicable to warranties, adjustments, part replacements, returns (when applicable), and the claims procedure for the products and services marketed by PARALID, specifically including Orthoses and Prostheses and, generally, other orthopedic products.

The purpose of these conditions is:

• To precisely define what situations are considered covered by warranty or adjustments.
• To establish a mandatory procedure for requesting the warranty.
• To avoid extensive interpretations that turn the warranty into an automatic refund mechanism.

In order to provide clarity to the patient/user, the document is organized by type of product, in the following order:

1. Orthopedic insoles (plantar orthoses / custom insoles).
2. Footwear.
3. Prostheses (of any branch).
4. Custom splints.
5. Soft orthopedics.

II. Definitions

For the purposes of this document, the following will be understood as:

• • Custom product: Product manufactured or adapted to the anatomy and/or clinical condition of the patient (e.g., custom insoles, prosthetics, custom splints).
  • Standard product: Product line or prefabricated (e.g., footwear, soft orthopedics), unless otherwise stated.
  • Fit: Reasonable technical modification of the product to improve fit, comfort, or function, derived from professional evaluation.
  • Warranty: Limited and conditional commitment to correction, repair, or replacement, not equivalent to automatic return.
  • Patient/User: Person who uses the product, or who acquires it for their use.

  • Device failure: manufacturing defect, materials, or assembly attributable to PARALID and confirmed after evaluation.

  • Natural wear: expected deterioration from normal use, friction, load, sweating, environmental conditions, and/or material lifespan.

  • Misuse: use contrary to instructions, exposure to heat/sun, improper humidity, chemicals, modifications by third parties, use with inappropriate footwear, or any condition that accelerates deterioration.

III. General principles (apply to all warranties)

1. The warranty is not an automatic right to refund. In case of disagreement, the process begins with technical evaluation and, when reasonable, with adjustments or corrections.

2. The validity of the warranty is subject to:

• Clinical and technical review.
• Verification of proper use.
• Sufficient documentary evidence.

3. The warranty applies only when the problem is attributable to the product (materials, assembly, mechanism, or manufacturing defect) and not to external conditions.

4. PARALID reserves the right to determine, based on evidence and evaluation, if it corresponds:

• Adjustment,
• Repair,
• Part replacement,
• Or, in exceptional cases, another equivalent solution.

IV. Mandatory procedure to request warranty (branch or email)

For any warranty, adjustment, or claim request, the patient/user must necessarily follow this procedure. Incomplete claims will not be addressed.

4.1 Authorized channelsThe patient/user may initiate the process through any of the following channels:

• Visiting the corresponding branch for in-person evaluation.
• By email to:  info@paralid.com 

4.2 Minimum documentation requiredThe request must include, at a minimum:

1. Patient/user information: full name and phone number.
2. Purchase/delivery information: approximate date of purchase and/or delivery, and branch.
3. Formal description of the problem: clear account of the need, failure, or dissatisfaction, indicating since when it occurs and under what conditions.
4. Photographic and/or audiovisual evidence:

• Clear photos of the product from different angles.
• Photos of the relevant contact area (when applicable and possible).
• Short video demonstrating the failure (if applicable).

    5. Use and care: explanation of how the product has been used and if it has been exposed to heat, humidity, chemicals, impacts, or modifications.

PARALID may request additional information if deemed necessary for assessment.

4.3 Evaluation and assessment

1. Upon receiving the request, an evaluation will be conducted (in-person or remote as applicable).
2. PARALID will issue an assessment indicating:

• Adjustment/correction proceeds.
• Repair proceeds.
• Replacement proceeds.
• Does not proceed due to exclusions (patient condition, misuse, wear outside of conditions, etc.).

V. Orthotic insoles (Orthobalance / custom insoles)

5.1 Nature of the productOrthotic insoles are a custom product, designed according to the biomechanical evaluation and the current indications at the time of manufacture.

5.2 Warranty and adjustments

1. The insoles come with a limited warranty of 90 (ninety) days.
2. To validate any warranty or complaint, the patient/user must allow at least one (1) reasonable adjustment and/or a new manufacturing depending on the case when, after evaluation, it is determined that the adjustment can resolve the situation.
3. Returns or refunds will not be accepted without an evaluation and, if applicable, an attempt at reasonable adjustment.

5.3 OrthoBalance Package (scope of evaluations and reports)

1. The package OrthoBalance specifically includes the option to obtain evaluations at different stages in order to issue clinical and usage recommendations.
2. The patient/user acknowledges and accepts that such evaluations and recommendations do not imply the modification, “replacement” or redesign of the previously delivered templates. In case there are new clinical indications or a relevant change in the patient's condition, a new pair of templates may be required.
3. As part of the service, PARALID may provide reports derived from the evaluation (e.g., findings, recommendations, measurement results or follow-up), without implying the delivery of design files.

5.4 Delivery of information: reports yes, 3D designs/molds no

1. PARALID may provide the patient/user with reports and clinical documentation related to their evaluation.
2. Due to being technical information, know-how, internal processes and/or intellectual property, the 3D designs, digital files, molds, models, matrices, manufacturing parameters, or any equivalent material used for the production of the templates will not be provided to the patient/user.

5.5 Specific exclusions

1. The warranty does not apply if the product becomes “unusable” due to patient conditions unrelated to the product, including limitations in range of motion, lack of rehabilitation, physiological changes, or new clinical indications.
2. The insoles are not “refreshed” when the patient’s indications change. If there is a new clinical indication or a different pathology, a new pair.
3. Damage due to misuse or improper exposure (e.g., deformation from heat, sun, excessive moisture, chemicals) is not covered.

VI. Healthy Footwear

6.1 Exchanges and returns (strict condition)

1. Exchanges or returns are accepted within a maximum period of 2 (two) weeks, provided that the footwear is unused.
2. Any signs of use, wear, dirt, or marks on the sole voids the possibility of exchange or return.

6.2 Assessment of product condition

The eligibility for exchange or return will be subject to physical review of the product by PARALID.

VII. Prosthetics (of any branch)

7.1 Adjustment kit included with all prosthetics

1. PARALID provides all its prosthetics with an adjustment kit.
2. This kit is used during delivery and fitting sessions, and is designed to allow for changes and adjustments that may arise in the short and long term, according to the technical assessment.
3. The patient/user acknowledges that the existence of the adjustment kit is part of the delivery and adaptation design of all prostheses, and that its use will be carried out under the indication and technical criteria of the PARALID staff and the patient or prosthetist.

7.2 Adjustment for adaptation (first 30 days)

1. The prosthesis includes adaptation adjustments during the first 30 (thirty) days following the date of receipt/delivery.
2. After 30 days, the volume changes of the stump (inflammation, weight variations, physiological changes, or others) are no longer considered included adjustments.
3. If the patient/user reports the need and the adjustment process is initiated within the first 30 days, adjustments may continue even if they extend beyond that period, until the patient can operate the prosthesis, provided that the adjustments are reasonable, technically feasible, and related to the current structure.

7.3 Scope of the operating warranty

1. The warranty covers failures attributable to the device (design, assembly, mechanism, materials, or technical adjustment) when, after evaluation, the mechanism does not function correctly under normal usage conditions.
2. The warranty does not apply when the limitation is due to patient conditions unrelated to the device, including: atrophy, lack of rehabilitation/therapy, lack of strength or mobility, stump irregularities, or subsequent physiological changes.
3. PARALID will do its best to correct and design within what is technically feasible, as long as it is associated with the current structure and not with the lack of proper rehabilitation.

7.4 Replacement parts and 1-year warranty

1. The prosthesis has a warranty of 1 (one) year.
2. If during the warranty period there is a breakage or wear of any part, PARALID may provide the corresponding new part, after evaluation to confirm normal use and rule out misuse or external causes.

7.5 Shipments of spare parts or corrections

When it is necessary to send spare parts or corrections, the shipping costs are the responsibility of the patient/user.

VIII. Custom splints

8.1 Nature of the product

Custom splints are a customized product, designed and/or adapted according to the anatomy, clinical condition, and functional objectives of the patient/user at the time of evaluation and manufacturing.

8.2 Adjustment kit (when applicable)

Depending on the design and type of splint, PARALID may include an adjustment kit. The patient/user acknowledges that this kit constitutes a support tool for adaptation and/or maintenance, and that its use will be under the guidance and technical criteria of PARALID personnel.

8.3 Initial adaptation adjustments (first 15 days)

Initial and/or adaptation adjustments must be made within the first 15 (fifteen) days after the date of receipt/delivery. Once this period has elapsed, any adjustment may be considered as additional service, subject to technical assessment and, if applicable, quotation.

8.4 Evaluation of breakage or wear (report)

In the event of breakage, fracture, wear, or loss of functionality, PARALID will conduct an evaluation to determine whether it is:

• Natural wear; or
• Device failure attributable to design, manufacturing, materials, or assembly.

The determination resulting from this evaluation will be the criteria for applying or not applying the warranty.

8.5 Warranty (variable term by product)

The warranty for custom splints will be variable and will be confirmed by product at the time of delivery and/or in the service order. In general terms:

• The warranty will be 90 (ninety) days for standard custom splints.
• In the case of TurboMed, the warranty will be 1 (one) year.

8.6 Specific exclusions

The warranty does not apply in the following cases (indicative, not limited to):

• Misuse, impacts, accidents, or exposure to non-recommended conditions.
• Modifications, repairs, or interventions made by third parties.
• Lack of care and/or maintenance.
• Wear from natural use outside the reasonable parameters of the material's useful life, according to the technical report.

8.7 Applicable solutionsWhen appropriate, PARALID may determine, based on the evaluation and report, the applicable solution, including (but not limited to): adjustment, repair, part replacement or substitution, as appropriate and technically feasible.

8.8 Shipments of spare parts or corrections

When it is necessary to send spare parts or corrections, the shipping costs are the responsibility of the patient/user.

X. Final provisions

10.1 Restrictive interpretation

The patient/user acknowledges that these policies must be interpreted in a restrictive, avoiding extensive interpretations that turn the warranty into an automatic mechanism for return or refund.

10.2 No automatic refund

The warranty and/or any nonconformity does not constitute an automatic right to refund. PARALID may determine, based on evaluation and evidence, the applicable solution (for example: adjustment, repair, replacement of part, or substitution), in accordance with what is established in this document.10.3 Preservation of rightsPARALID reserves the right to:

• Request additional information to issue a ruling.
• Reject claims incomplete or that do not follow the mandatory procedure.
• Determine the origin of the warranty based on evidence, technical evaluation, and clinical criteria.

10.4 Applicable legislation and jurisdictionFor the interpretation and compliance of this document, the parties submit to the applicable laws in Mexico and to the jurisdiction of the competent courts of Jalisco, waiving any other jurisdiction that may correspond to them by reason of their present or future domiciles.