contacto

Customer Support

You can contact our customer service by phone or email.

Email:  atencion.cliente@ibv.org
Tel:  +34 96 111 11 80

 

Frequently Asked Questions

WE ARE HERE TO HELP YOU

The delivery deadline for the insoles is 21 days from when you complete your order.

If after this period you have not received the insoles, please contact the customer service department of the Instituto de Biomecánica to check the status of your order.
Email: atencion.cliente@ibv.upv.es
Tel: +34 96 111 11 80 - +34 902 176 419
This service is available from Monday to Friday, from 9.30 a.m. to 2 p.m. and from 4 to 6 p.m.

Before inserting your SUNfeet insoles, it is recommended that you remove the insoles that come with the footwear. You will notice a new element at first: that is the support arch. Perfect. The insole is already working for you. You will get used to them in no time.

In addition to specific guarantees that may be provided to SUNfeet customers 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 our products.

Therefore, when your order is delivered, it is important that you carefully check the items you have received, to make sure that they correspond to the products you ordered, and that there are no manufacturing defects or anything else of that nature. In such cases, you must notify us in writing and within the legal term, by sending us an email (atencion.cliente@ibv.upv.es) - we will confirm to you that your email has been received. Following this notification, you must send us the items you purchased and that you are not happy with in a period of 14 days, always following the procedure described in the FAQ " How do I return the insoles in the event of their being defective or not being what I ordered?", as well as in the Terms and Conditions of Sale. Once we receive the product in our facilities, we will check them and we will respond by email in a period of 30 days.

Should your claim be accepted after this check, we will repair, replace, reduce the price or resolve the sale, in accordance with the applicable option and in line with current laws and your decision.

Should your claim not be 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.

SUNfeet is a customised product, therefore it is not possible to withdraw or to make any claim before they have been delivered.

You can see all this process in detail in sections 9 and 10 of the General Terms and Conditions of Sale.

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 (atencion.cliente@ibv.upv.es), 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
ASOCIACIÓN INSTITUTO DE BIOMECÁNICA
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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