Customer Support

You can contact our customer service by phone or email.

Tel:  +34 96 111 11 80


How do I return the insoles during the warranty period?

In addition to specific guarantees that may be provided to the Customer with the delivered product, the legal guarantees provided for by Spanish law and in particular, among others, those established by articles 114 and following of the law referred to as “LGDCU” also apply to the sale of our products.

Once you have received the insoles, should you consider that they do not correspond to what you ordered or they are faulty, you should contact IBV in writing and within the legal term, by email (, we will confirm to you that your email has been received.

Once you have received our acknowledgement of receipt, you must send us the items that you purchased and that you are not happy with in a period of 14 days, in accordance with the procedure specified in the General Terms and Conditions of Sale:

Products must be returned in their original packaging, including a copy of the communication about the defect or the lack of conformity, to the following address:
ATTENTION: Customer Care Service
Universitat Politècnica de Vàlencia – Edificio 9C
Camino de Vera s/n
46022 Valencia (Spain)
Should your claim not be finally justified, IBV will not pay the price nor the shipping costs, and you will be able to collect your product at our facilities in a period of 15 days.

As this is a customised product, it is not possible to cancel your order nor to make any claim before they have been delivered. You can see all this terms and conditions in detail in sections 9 and 10 of the General Terms and Conditions of Sale.

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