Our policies

Privacy policy

ExtraCM Ltd ("we", "us", "our") respects your privacy. This policy explains what personal data we collect when you visit extracm.com, place an order or contact us, and how we use it.

What we collect

• Identity and contact data: name, email, billing and shipping address, phone number
• Payment data: card details are processed by Stripe; we never store full card numbers
• Usage data: IP address, browser, pages visited, referral source

How we use it

• To process and ship your order
• To send order updates and customer service messages
• To prevent fraud and comply with our legal obligations
• To improve our products and website (with your consent for non-essential cookies)

Sharing

We share data only with processors needed to run our business: Stripe (payments), Shopify (storefront), our shipping carrier and our email provider. We never sell your data.

Your rights

Under UK GDPR you have the right to access, correct, delete or export your data, and to object to processing. Email privacy@extracm.com to exercise any of these rights.

Retention

We keep order data for 7 years to comply with tax law. Marketing email data is kept until you unsubscribe.

Terms of service

By placing an order on extracm.com you agree to these Terms. If you don't agree, please don't use the site.

1. Who we are

ExtraCM Ltd, registered in England, contactable at hello@extracm.com.

2. Products

ExtraCM Soft Pro insoles are premium height-enhancing footbeds. They are not a medical device and are not intended to diagnose, treat or cure any medical condition. If you have a foot or back condition, please consult a qualified specialist before use.

3. Orders and prices

Prices are shown in GBP and include VAT where applicable. We may correct pricing errors before shipping. If we cancel an order due to an error or stock issue, you receive a full refund.

4. Intellectual property

All content on this site (text, photography, video, branding, the Bio-Align Pod System name and design) is owned by ExtraCM Ltd. You may not copy, reproduce or use it commercially without written permission.

5. Liability

To the extent permitted by law, our liability is limited to the price you paid for the product. Nothing in these Terms limits our liability for fraud, gross negligence, or anything we cannot legally exclude.

6. Governing law

These Terms are governed by the laws of England and Wales.

Refund policy

We back ExtraCM Soft Pro with a 90-day money-back guarantee. If you don't love them, send them back for a full refund.

How to request a refund

1. Email returns@extracm.com with your order number within 90 days of delivery.
2. We send you a prepaid return label (free for UK orders, reduced rate for international).
3. Once we receive the package, we issue a full refund within 5 business days to your original payment method.

Exclusions

• Items that have been altered, cut or damaged in a way unrelated to normal use
• Returns received after the 90-day window

Quality guarantee

Our insoles are engineered with high-density EVA and tested for thousands of steps. If they fail under normal daily use within the first year because of a manufacturing defect, contact us with a photo and we'll replace them at no cost.

Shipping policy

We ship worldwide from our UK warehouse. Shipping is free on every order — no minimum, no surcharges.

Delivery estimates

• United Kingdom: 2–4 business days
• European Union: 4–7 business days
• United States and Canada: 6–10 business days
• Rest of the world: 8–14 business days

Estimates start from the moment we hand the package to the carrier. Customs and import duties may apply outside the UK and are the responsibility of the buyer.

Discreet packaging

Every order ships in plain external packaging with no ExtraCM branding visible from the outside.

Order tracking

You receive a tracking number by email as soon as your order leaves our warehouse. Track it any time from the tracking page.

Lost or delayed packages

If your tracking shows no movement for 7 business days, email hello@extracm.com and we'll investigate or reship at no cost.

Cookies policy

This website uses cookies — small text files stored on your device — to make the site work and to understand how visitors use it.

Essential cookies

Required for cart functionality, checkout and security. These can't be disabled.

Analytics cookies

Help us understand which pages and products perform best. Disabled by default; enabled only with your consent through the cookie banner.

Marketing cookies

Used by ad networks (Meta, Google, TikTok) to measure ad effectiveness and show relevant ads. Disabled by default.

Manage your preferences

You can update or withdraw consent any time from your browser settings or by emailing privacy@extracm.com.