Refund policy
Last updated: 8 June 2026
We want you to feel confident when ordering from Anatomic Studios. Since many of our products are made to order, made to measure, or personalized, return and refund options can vary depending on the product type and how far the order has progressed. This policy explains what applies in different situations, so you know what to expect before and after placing an order.
We always aim to find a fair and practical solution. This policy does not limit your mandatory rights under applicable consumer protection law.
This Returns & Refund Policy applies to purchases from Anatomic Studios Sweden AB, company registration number 559037-3261 (“Anatomic Studios”, “we”, “us” or “our”).
1. Custom-fit and personalized products
Many Anatomic Studios products are custom-fit, made-to-measure, semi-custom or personalized. This means they are manufactured, adapted, finished or designed specifically for the customer and the product request.
Because of this, custom-fit, made-to-measure, semi-custom and personalized products cannot normally be returned because of a change of mind once the product has been completed or entered production.
If you wish to cancel a custom-fit or personalized order before the product has entered production, for example while the order is still in the digital design phase, we will review how far the order has progressed. A partial refund may be possible, but we may need to charge for design work, customization, preparation or other order-specific work already carried out.
This includes, for example, prosthetic covers or other products that are made, adapted, designed, finished, colored, sized or customized specifically for you.
This does not affect your right to make a complaint if the product is defective.
2. Cancellations for custom-fit and personalized products
If you wish to cancel a custom-fit, made-to-measure, semi-custom or personalized order, please contact us as soon as possible.
We will review how far the order has progressed and let you know what is possible. If design work, customization, preparation, production or other order-specific work has already started, we may need to charge for the work and costs incurred up to the point of cancellation.
If the product has not yet entered final production, a partial refund may be possible depending on the work already completed and the costs already incurred.
Once a product has entered production or has been completed, cancellation or refund is not possible unless the product is defective or otherwise required by applicable law.
3. Custom design fees and deposits
For custom design orders, the amount paid at checkout may represent a startup fee, design deposit or initial order amount.
If you cancel a custom design order before the final product has been completed, we may charge for design work, consultation, preparation or other order-specific work already carried out.
If the full startup fee or deposit has not been used at the point of cancellation, a partial refund may be possible. This will be assessed based on the work completed and costs incurred up to that point.
If additional costs apply later in the custom design process, we will communicate these to you for approval before the order is completed, invoiced or moved into final production.
4. Non-custom products
For non-custom products, such as ready-made products, clothing or accessories that are not personalized or made to your individual specifications, consumers may have a right of withdrawal in accordance with applicable consumer protection law.
If you wish to return a non-custom product, you must notify us within 14 days from the day you received the product.
After notifying us, the product must be returned without undue delay and no later than 14 days after you informed us that you wish to return it.
Returned products must be unused, clean, undamaged and returned in their original condition and packaging where possible.
5. Products that cannot normally be returned
We may refuse a return if the product:
- is custom-fit, made-to-measure, semi-custom or personalized;
- has been used, damaged, altered or is not in original condition;
- cannot be returned for hygiene, safety or product-specific reasons;
- is returned too late;
- is otherwise excluded from return under applicable law.
This does not affect your right to make a complaint if the product is defective.
6. How to request a return or cancellation
To request a return or cancellation, please contact us at:
Please include:
- your name;
- order number or invoice number;
- the product or order you wish to return or cancel;
- the reason for the request;
- photos or other documentation, where relevant.
Please wait for our confirmation before sending any product back to us. This helps us guide you through the correct process and avoid unnecessary shipping or customs issues.
7. Return shipping
For approved returns based on withdrawal or change of mind, the customer is responsible for the cost of return shipping, unless otherwise stated or required by law.
The product is your responsibility until it reaches us. We recommend using a trackable shipping service and keeping proof of postage.
For valid complaints relating to defective, damaged or incorrect products, Anatomic Studios will cover return shipping costs or provide another suitable solution, depending on the situation.
8. Refunds
Once we have received and inspected the returned product, or reviewed the status of a cancellation request, we will let you know whether a full or partial refund has been approved.
If approved, the refund will be issued using the original payment method, unless otherwise agreed. Please note that it may take some time for your bank, card provider or payment provider to process and post the refund.
For returns of non-custom products, we may reduce the refund if the returned product has been handled more than necessary to determine its nature, characteristics and function, or if it is returned used, damaged, incomplete or not in original condition.
For cancelled custom-fit, personalized or custom design orders, any refund will be calculated based on the work completed and costs incurred up to the point of cancellation.
9. Defective, damaged or incorrect products
If you believe that a product is defective, damaged during delivery or does not correspond to what was agreed, please contact us as soon as possible at:
Please include your order number, a description of the issue and photos or other documentation where relevant.
We will review the issue and help find a suitable solution. If we determine that the complaint is valid, we may, depending on the circumstances and applicable law, repair the product, replace the product, provide a price reduction, issue a refund or provide another appropriate remedy.
We are not responsible for defects or damage caused by:
- normal wear and tear;
- incorrect use;
- failure to follow care instructions;
- modifications or repairs made by someone other than Anatomic Studios or a party approved by us;
- accidents, misuse or external damage;
- changes to the prosthesis, socket, components or other external factors that affect product fit or function after delivery.
10. Exchanges
For non-custom products, exchanges may be possible depending on availability. Please contact us before returning the product.
Custom-fit, made-to-measure, semi-custom and personalized products cannot normally be exchanged, unless the product is defective or the exchange has been agreed separately with Anatomic Studios.
11. Customs, duties and import fees
For returns from outside the EU, customs documentation must be completed correctly. The customer is responsible for any return-related customs fees, duties, taxes or charges unless otherwise required by law or agreed in writing.
Original import duties, taxes, customs fees or other local charges paid to the carrier, customs authority or another provider are not refunded by Anatomic Studios, as these charges are not collected by us.
12. Contact information
If you have questions about returns, cancellations or refunds, please contact us:
Anatomic Studios Sweden AB
Södra Promenaden 9
211 29 Malmö
Sweden
Email: support@anatomic-studios.com
Phone: +46 40 151 144