General Terms and Conditions

These general conditions of sale govern all interactions between the Customer and Wonderwalk Sdn Bhd as well as the purchase of products and services carried out in the authorized Wonderwalk Sdn Bhd Outlets in Malaysia. Before placing an order, the Customer is required to read these Terms and Conditions, made available on the Wonderwalk Sdn Bhd Website (https://wonderwalk.my) for consultation, storage and archiving.

1. General Terms

  1. These terms and conditions (“Terms”) apply to the sale of bespoke insoles and related services (“Products”) by Wonderwalk Sdn Bhd 202001037299 (1393620-D) (“Wonderwalk”, “we”, “us”, “our”) to the customer (“Customer”, “you”, “your”).
  2. By placing an order with Wonderwalk, you agree to be bound by these Terms.

2. Non-Refundable Items

  1. All items purchased from Wonderwalk Sdn Bhd are non-refundable. Each product is bespoke-made to your individual specifications, ensuring a personalized fit and function.

3. Payment Terms

  1. Payment of the invoice is due by the specified due date. Late payments may incur additional fees or interest charges as outlined in your invoice.
  2. We accept payments via cash, “Touch n Go” , credit card (Visa, MasterCard, American Express), debit card (Visa, MasterCard), and other options as specified in the Order Confirmation.
  3. A deposit of half the total amount, or as otherwise agreed upon, must be made before we begin the production of the insoles.
  4. A consultation and assessment fee will be charged if the patient decides not to proceed with the purchase after the consultation. If the patient decides to purchase within one month, the consultation and assessment fee will be deducted from the total purchase amount. After one month, the consultation and assessment fee will no longer be deductible from the purchase amount.
  5. Detailed written reports are available upon request and are chargeable.

4. Express Fee

  1. Normal delivery time for bespoke insoles is 14-21 working days.
  2. For customers requiring expedited service, an express fee will be charged to ensure the insoles are completed and delivered before the standard delivery time.

5. Follow-Up and Adjustment

  • Wonderwalk Bespoke Insoles:
    • Your purchase includes a complimentary follow-up and adjustment package consisting of three follow-up appointments at the 1st, 3rd, and 6th months following the collection of your insoles. Additionally, up to eight months of adjustments are included.
    • It is your responsibility to contact us to schedule these appointments.
    • This complimentary follow-up and adjustment service will expire eight months after the collection date. Extensions are not permitted unless explicitly specified.
    • After the complimentary adjustment period, follow-up appointments will be charged at RM100 per session, and insole adjustments will incur a minimum fee of RM50. The exact price for adjustments will be quoted prior to proceeding, and you may choose to accept or decline the service.
  • Wonderwalk Bespoke Insole Lite:
    • This version does not include the complimentary follow-up and adjustment package. Follow-up appointments and adjustments are chargeable from the time of purchase.
    • Follow-up appointments will be charged at RM100 per session, and insole adjustments will incur a minimum fee of RM50. The exact price for adjustments will be quoted prior to proceeding, and you may choose to accept or decline the service.
  • Wonderwalk Runner Insoles:
    • Similar to the Wonderwalk Bespoke Insole Lite, the Runner Insoles do not include the complimentary follow-up and adjustment package. These insoles are designed specifically for runners to alleviate discomfort while running.
    • Follow-up appointments and adjustments are chargeable from the time of purchase.
    • Follow-up appointments will be charged at RM100 per session, and insole adjustments will incur a minimum fee of RM50. The exact price for adjustments will be quoted prior to proceeding, and you may choose to accept or decline the service.

6. Special Terms for Children Aged 2-12

  1. For customers purchasing Wonderwalk Bespoke Insoles for children aged 3-12, the following special terms apply:

    • Growth Monitoring and Additional Pair: We offer an additional pair of insoles to accommodate the child’s growth. Once the child’s feet grow longer, we will provide the second pair of insoles.

    • Follow-Up Schedule: Follow-up appointments for the first and second pair of insoles will occur at the 1st, 3rd, and 6th months following the collection date, and then every three months until the need for the next pair of insoles arises.

    • Parental Responsibility: It is the responsibility of the parent or guardian to schedule a follow-up appointment.

    • New Package Requirement: If the child’s feet grow longer and no longer fit the second pair, and you wish to continue using the insoles, a new children’s insoles package will need to be purchased.

7. Shoe Height Adjustment

  1. Wonderwalk offers shoe height adjustment services to address leg length discrepancies. This service involves cutting the shoes and increasing their height to achieve symmetrical alignment.
  2. Modification Consent: By opting for shoe height adjustment, you acknowledge and consent to the permanent alteration of your footwear.
  3. Warranty Limitation: Wonderwalk does not guarantee the longevity of the shoe’s structural integrity post-modification and is not liable for any issues arising from the alteration.
  4. Non-Refundable Service: Shoe height adjustment services are non-refundable once performed.

8. Sandals Modification for Insoles

  1. For customers purchasing sandals recommended by Wonderwalk to be used with Wonderwalk Bespoke Insoles, we provide a modification service to remove the inner part of the sandals to ensure a proper fit.
  2. Modification Consent: By opting for sandal modification, you acknowledge and consent to the permanent alteration of your sandals.
  3. Warranty Limitation: Wonderwalk does not guarantee the longevity of the sandals’ structural integrity post-modification and is not liable for any issues arising from the alteration.
  4. Non-Refundable Service: Sandal modification services are non-refundable once performed.

9. Delivery

  1. We strive to deliver your bespoke insoles within the estimated timeframe provided at the time of order. However, delivery times are estimates and may vary.
  2. Risk of loss or damage passes to you upon delivery of the Products.

10. Product Use and Maintenance

  1. Proper use and maintenance of the bespoke insoles are essential for ensuring their effectiveness and longevity. Instructions provided by Wonderwalk must be followed.

11. Warranty

  1. Wonderwalk offers a limited warranty on its Products against defects in materials and workmanship for a period of 8 months from the date of delivery.
  2. This warranty does not cover normal wear and tear, misuse, or damage caused by improper care or accidents.

12. Warranty Exclusions

  1. The warranty does not cover:
      • Damage caused by improper use or care.
      • Normal wear and tear.
      • Alterations or repairs not performed by Wonderwalk.
      • Products used for purposes other than those intended.

13. Right to Withdraw

  1. Customers have the right to withdraw from the purchase within a specified period as per applicable consumer protection laws. This does not apply to bespoke or customized products.

14. Limitation of Liability

  1. To the extent permitted by law, Wonderwalk shall not be liable for any indirect, incidental, or consequential damages arising out of or in connection with the use of our Products.
  2. Our liability shall be limited to the purchase price paid for the Product.

 15. Intellectual Property

  1. All intellectual property rights related to the Products and services provided by Wonderwalk, including designs, trademarks, and proprietary technologies, remain the property of Wonderwalk.

 16. Privacy

  1. We are committed to protecting your privacy. Personal information provided in connection with your order will be used in accordance with our Privacy Policy.

17. Governing Law

  1. These Terms are governed by and construed in accordance with the laws of Malaysia without regard to its conflict of law principles.

18. Changes to Terms

  1. Wonderwalk reserves the right to modify these Terms at any time. Any changes will be effective immediately upon posting on our website or other notice to you.

19. Force Majeure and Acts of Third Parties

  1. Wonderwalk is not liable for cases of force majeure, unavailability of transportation, acts of third parties, unforeseeable or unavoidable events that cause a delay in manufacturing and delivering or make deliveries difficult or impossible or cause a significant increase in the cost of delivery charged to Wonderwalk.
  2. A force majeure event means any event or circumstance the occurrence and effect of which the affected party is unable to prevent or avoid, including but not limited to acts of God or forces of nature, landslides, lightning, earthquakes, floods, fires, storms or storm warnings, tidal waves, pandemics, shipwrecks and perils to navigation, acts of war or public enemies, invasions, acts of terrorism, strikes, work stoppages or sabotage.
  3. In the case of force majeure events such as those referred to in the preceding paragraph, Wonderwalk has the right to split, postpone or cancel, in whole or in part, the expected delivery or terminate the Purchase Agreement. In such cases, Wonderwalk commits to providing timely and adequate notice of its determination to the Customer, who, in this case, has the right to a refund of any money already paid, excluding any further claims, in any capacity, against Wonderwalk. In this sense, the Customer expressly waives any and all claims, even for a mere reimbursement or compensation from Wonderwalk.

20. Contact Information

  1. For any questions or concerns regarding your order or these Terms, please contact us at:

    Wonderwalk Sdn Bhd
    6-1-3A, I-Santorini,
    Jalan Seri Tanjung Pinang 1,
    10470 Tanjung Tokong,
    Penang, Malaysia
    Email: sales@wonderwalk.my
    Phone: +60169733678