Product Guarantees

  • Polypropylene, Copolymer & Carboplastic Shells are guaranteed against breakage for the functional life of the device – up to 5 years.
  • EVA orthoses are guaranteed against excessive compression for 6 months.
  • 3d printed Polyamide products are guaranteed against breakage for up to three years. When a shell breaks, we ask that our product is returned so that we can investigate prior to issuing a credit.
  • Covers, additions and posts are not guaranteed as individual body chemistry, weight and activity levels will cause wear at varying rates.

Note: Any modifications to device shell by any third party will void all or any Firefly warranty.  Custom made foot orthoses can only withstand limited refurbishments over the product lifespan.

As Firefly finishes the fabrication process of these orthotics, and in many cases make the necessary adjustments, when/if there is breakage, we require that you send pictures of the breakage so that we can collectively discuss the warranty claim.

8 week free adjustment service

8 week free adjustment service – we change/adjust any orders within 8 weeks from dispatch. This includes all additions, extensions, covers and limited shell modifications and postings.

Note: this does not cover a full re-make of any custom made orthoses.

6 Month Fit & Comfort Warranty

Minor adjustments to your original prescription for fit, function or comfort will be made at no charge within 6 months from date of shipping. Charges will apply for the addition of any new components or major changes to your original prescription.

Note: there is a carriage charge on all items dispatched from Firefly. This is subsidised by Firefly Orthoses.


Custom orthoses are not returnable for credit. Each device is fabricated from the impression you take according to your specific prescription instructions detailed on the Firefly Orthoses order form.

When patient compliance or the desired therapeutic outcome is not achieved, we are committed to working with you to identify the problem and create a solution.

The most common reasons for device intolerance or unsatisfactory therapeutic outcomes are:

  • Poor negative casts
  • Improper correction prescription
  • Inappropriate shoe gear and/or poor compliance with related treatment modalities

If a device is cracked please let us know immediately. Please note, we must receive the cracked device before we can process a warranty remake.

Please contact a member of our Technical Support team for assistance with any unsatisfactory case.

Product Order & Dispatch

Our products are dispatched using Royal Mail’s First Class delivery service and are delivered within one to two working days.

Firefly Orthoses can offer alternative delivery options where required.

In an effort to keep costs down, we rely on Royal Mail to provide their service as stated.  However, there are occasional instances, beyond the control of Firefly, where delivery times are longer than stated. Therefore, orders are only considered lost in post 12 working days from the date of dispatch.


3D Printed Sulcus/full-length shell extensions

These may crack at the joint of the distal edge of the main body over time depending on use, bodyweight and activity levels. The extension can be easily removed if cracking does occurs and replaced with a durable bottom cover (eg Agoflex).

Charges will apply for the addition of any other new components or major changes to the original prescription.

Orders will not be remade under warranty should this cracking occur. The removal of the extension does not affect the functionality of the shell itself.

3D Printed  Intrinsic met pads

Met pads may require adjustment from time to time due to positioning/shape/depth etc.

Repositioning of a met pads that is intrinsic to the shell will be carried out as follows: It will be removed completely and replaced with a soft non intrinsic met pad. This is completed in lab free of charge within our standard six-month minor adjustment policy.

Charges will apply for the addition of any other new components or major changes to your original prescription.

Orders will not be remade under warranty based on intrinsic met pad positioning, shape or depth.

3D Printed  Fascial grooves/ Sweet Spots (when fully available)

Placing of fascial grooves or sweet spots can be difficult. Using Firefly’s Fusion App you can indicate exactly where these should be placed by marking the location on the patients foot before scanning.

Intolerances/incorrect positioning of fascial grooves or sweet spots will be remade within our standard six-month adjustment period or alternatively can be cushioned out with poron or filled up.

Firefly Privacy Policy

New EU legislation, known as the General Data Protection Regulation (GDPR) has been introduced to help protect any personal information that is provided to Firefly Orthoses Ltd.  The changes help provide greater transparency and security regarding your personal data. To view our privacy policy, tap the button below.