consumer rightswellnessalerts

Consumer Alert: What to Do If a 'Custom' Wellness Product Fails to Deliver (Returns, Warnings, and Reporting)

ffaulty

2026-02-09

10 min read

Paid for 3D insoles or a custom wearable that didn’t work? Get step-by-step steps to collect proof, request refunds, and report deceptive claims in 2026.

Hook: You bought a "custom" wellness product — now it isn't working. Here's how to act fast and get your money back.

If you paid for a 3D-scanned insole, a bespoke wearable, or any supposedly "custom" wellness tech and it hasn’t delivered results, you’re not alone. In late 2025 and early 2026 the media and consumer groups flagged a wave of products leaning on impressive-sounding scans and marketing copy — but delivering placebo-level benefits. That trend accelerated calls for better evidence and stronger enforcement. This guide gives a practical, step-by-step plan: how to collect proof of ineffectiveness, request refunds, preserve warranties, and report deceptive claims to regulators and platforms.

Quick reality check: modern marketing can make any gadget look science-based. Your best protection is methodical documentation and using the complaint pathways that match how you paid.

Overview: The 6-step recovery roadmap

Document everything immediately — receipts, screenshots, packaging, serial numbers, marketing claims.
Perform objective tests that show the product’s ineffectiveness (before/after, third-party checks, clinical comparisons where possible).
Request a refund formally and follow the seller’s policy exactly — then escalate if needed.
Use payment protections (card chargebacks, PayPal, Apple/Google Pay disputes) if the seller stalls or denies refund.
Report deceptive claims to regulators and platforms (FTC, FDA if medical claims, state AG, marketplace support).
Preserve your case — store evidence, track communication, and consider small claims or consumer class alerts if there’s a pattern.

Step 1 — Immediate evidence checklist (within 48 hours)

Start collecting proof the moment you suspect the product is ineffective. Faster evidence is stronger evidence.

Order record: take screenshots of the invoice, confirmation emails, order number, and payment method.
Product packaging: photograph the box, serial/model number, labels, and any printed instructions or warranty cards.
Marketing claims: capture the product page, ads, and any claims that persuaded you (download or screenshot mobile and desktop views). If the page is modified, save the URL and use the Wayback Machine to archive the page.
Condition log: photo and video the item unboxed, including time/date stamps (phone metadata helps). Show size markings for insoles, strap labels for wearables, and any physical mismatch with advertised features.
Symptom diary: start a short daily log for at least 2–4 weeks: pain scores, step counts, sleep metrics, or functionality failures. Use simple scales (0–10 pain, or sleep hours) and attach screenshots of device output if applicable.
Retention: keep the product, packaging, and shipping material in a safe place — don’t damage or throw anything away.

Why this level of detail matters

Credit card companies, marketplaces, and courts rely on clear timelines and objective evidence. The difference between a quick refund and a denied chargeback often comes down to whether you can show the seller’s exact claim and a credible test that it failed.

Step 2 — Perform inexpensive objective tests

Proving "ineffective" is easier when you can compare to a standard. The tests you need depend on the product.

For custom insoles (3D-scanned)

Wear trial: follow the company’s recommended break-in period exactly. Log pain, comfort, and function daily.
Side-by-side test: place your original insoles back in one shoe and the custom insole in the other for a short walk — photo/video the gait and report subjective differences.
Objective check: visit a local podiatrist or physical therapist for a quick gait analysis. Ask for a brief written note or scanned report stating whether the insole shows measurable benefit.
Pressure mat or gait lab: many local clinics and running stores have pressure mats that show weight distribution. A snapshot before/after is persuasive.

For wearables (sleep trackers, heart-rate devices)

Compare readings: run concurrent tests with a known-accurate device (chest-strap heart-rate monitor, validated pulse oximeter) and record discrepancies over multiple sessions.
Use standardized tasks: for heart-rate, do a five-minute rest and a one-minute high-intensity test; log and screenshot both devices.
Sleep claims: if the device claims clinical-level sleep staging, compare results with a sleep clinic or validated consumer device, and keep screenshots of the app outputs.

Step 3 — Request a refund the right way

Always follow the seller’s published return policy — companies use strict language for a reason. Use this template to make a clear, documented request.

Refund request template (email/portal)

Subject: Refund request — Order #[order number]

Hi [Seller name],

I purchased [product name/model] on [date]. Per your return policy and because the product does not deliver the claimed benefits shown on your product page, I’m requesting a full refund. Attached are:

Receipt and order confirmation
Screenshots of the marketing claims
Photos/videos of the product and packaging
A short diary showing lack of improvement / test results

Please confirm the refund and return shipping instructions within 7 business days. If you prefer to offer a replacement or repair, please explain the steps and timeline. I’ll escalate to my payment provider and relevant consumer agencies if we can’t resolve this promptly.

Thank you,

[Your name] — Order #[order number]

Timing and expectations

Ask for confirmation in writing within 7 business days.
If they agree, keep proof of the return shipment (tracking number, receipt).
If they deny, save the denial email — you’ll need it for disputes.

Step 4 — Use payment protections and platform routes

If the seller refuses or stalls, match your next step to how you paid.

Credit/debit card chargeback

Call your card issuer and explain: the product was misrepresented (attach marketing screenshots and test results).
Most card networks have time limits (commonly 60–120 days from purchase). Act quickly.
Follow up in writing and send your documentation via the dispute portal or email the issuer provides.

PayPal / Apple Pay / Google Pay

Open a dispute in the platform’s resolution center. Attach photos, screenshots, and your refund request timeline.
If initial resolution fails, escalate to a claim within the platform’s timeframe.

Marketplace purchases (Amazon, Etsy, Shopify stores)

Use the platform’s return/claim process and cite the exact policy. Most marketplaces favor buyers with good documentation.
Leave factual review describing your experience — avoid libelous statements; stick to what you documented.

Step 5 — Report deceptive or dangerous claims

When a product’s marketing promises therapeutic benefits it can’t deliver — or claims medical-grade accuracy without clearance — that’s not just a bad purchase. It can be a public-safety or consumer-protection issue. Report it to the relevant bodies.

Federal Trade Commission (US): file a consumer complaint for deceptive advertising at ftc.gov/complaint. The FTC uses consumer reports to identify patterns and pursue enforcement.
FDA (US): if the wearable claims to diagnose, treat, or prevent disease, report adverse events and deceptive medical-device claims via MedWatch or the FDA’s reporting portal.
State Attorney General (US): file a complaint with your state AG’s consumer protection office — they handle deceptive trade practices locally.
Marketplaces and ad networks: report the seller to the marketplace (Amazon/Etsy/Shopify) and to the ad platform if you saw sponsored ads (Meta, Google Ads). Provide screenshots of the ad and product page.
International options: In the UK, report to the Advertising Standards Authority (ASA); in the EU, contact your national consumer protection agency or the European Consumer Centres (ECC-Net).

What to include in a report

Order details and seller information
Exact marketing language and screenshots
Objective test data and third-party assessments (podiatrist, clinic)
Any health impact (injury, worsening symptoms)

Step 6 — Legal remedies and escalation

Most issues resolve with refunds or chargebacks. If not, consider these longer-term options.

Small claims court: for straightforward monetary claims up to local small-claims limits. Prepare your evidence folder and a crisp timeline.
Class actions: if you find other buyers with the same problem, monitor consumer litigation trackers and class-action sites. Don’t join anything without reading counsel’s evaluation.
Consumer mediation: some states and marketplaces offer mediation services which can be faster and cheaper than court.

Case study (anonymized): A 3-week insole fail and a successful chargeback

In December 2025, a buyer ordered a pricey 3D-scanned insole promising reduced heel pain within two weeks. After three weeks with no improvement, they followed these steps:

Documented a 21-day pain diary with daily scores and photos.
Captured the product page and ad claiming a "clinically proven" benefit.
Obtained a short assessment from a physical therapist (written note: "no measurable change in gait or pressure").
Requested a refund; seller refused, citing "custom goods" policy.
Opened a chargeback with the card issuer, supplying the diary, PT note, product screenshots, and refund request email.

The card issuer reversed the transaction and refunded the buyer after reviewing the documentation. The buyer then filed an FTC complaint, and the issue was included in a broader investigation of similar sellers later in 2026.

How to compile "proof of ineffectiveness" that convinces decision-makers

Decision-makers (card issuers, regulators, marketplaces) respond best to reproducible, objective data. Use this structure when assembling your case file:

Cover sheet — short timeline of purchase, tests, seller responses, and desired remedy.
Original evidence — order confirmation, receipts, tracking, photos of the product and packaging.
Marketing evidence — screenshots/videos showing the exact claims with timestamps.
Test results — diary, photos/videos, clinic or professional notes, and comparative device screenshots.
Communication log — emails, chat transcripts, and return request timestamps.

Red flags to watch for before you buy next time

Claims like "clinically proven" or "medical-grade" without references or accessible study links.
A "custom" or "made-for-you" label used to limit returns. Customizable does not always mean non-refundable.
Vague science (heavy use of jargon with no methods or peer-reviewed citations).
Pressure tactics: "limited run" or "only today" to discourage research.

2026 trends and what to expect next

Late 2025 saw regulators and ad platforms increase scrutiny of wellness claims. In 2026 expect:

Greater enforcement actions against sellers making unsubstantiated medical claims for consumer wearables and custom goods.
Marketplaces requiring clearer evidence for health claims and more seller transparency about trial windows and refund policies.
New tools from payment providers to streamline disputes with bundled evidence uploads (video, screenshots, professional notes).

Practical takeaways — what you can do now

Act quickly: Start your documentation within 48 hours.
Test objectively: Use side-by-side comparisons and professional notes where reasonable.
Use the right channel: Refunds via seller first, then payment provider, then regulators.
Preserve everything: packaging, serial numbers, app logs, and ad screenshots.
Report deceptive claims: FTC, platform, FDA (if medical claims), and your state AG.

Final checklist before you take action

Order info & receipts saved
Screenshots of marketing claims archived
Photos/videos of product and packaging
Objective test results and professional note (if available)
Formal refund request sent to seller
Chargeback or dispute timeline noted
Regulatory reports filed if warranted

Closing call-to-action

Don’t let glossy marketing cost you time and money. Start your evidence folder now: take the screenshots, start the diary, and send your refund request using the template above. If the seller balks, open a payment dispute and file a complaint with the FTC or your local consumer protection agency — every report helps build the stronger oversight we need in 2026. Need a printable checklist and email templates? Visit faulty.online to download our free "Custom Wellness Refund Kit" and join other buyers tracking deceptive claims.

faulty

Contributor

Senior editor and content strategist. Writing about technology, design, and the future of digital media. Follow along for deep dives into the industry's moving parts.