Refund policy
Last updated: 6 November 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. Nothing in this policy limits your mandatory rights under applicable law.
This Returns & Refund Policy applies to purchases from Anatomic Studios Sweden AB, company registration number 559037-3261 (“Anatomic Studios”, “we”, “us” or “our”).
Our products are primarily sold to professional customers, including prosthetic clinics, healthcare providers, distributors and other businesses. We also accept orders directly from individual consumers. Statutory consumer withdrawal rights do not normally apply to purchases made for business or professional purposes.
1. Custom-fit and personalized products
Many Anatomic Studios products are custom-fit, made-to-measure or personalized. These products are manufactured, adapted, finished or designed according to individual specifications.
For Consumers, products made to individual specifications or clearly personalized may be exempt from the statutory right of withdrawal under applicable law. Where this exemption applies, the right of withdrawal does not apply, regardless of whether production has started.
The exemption depends on the nature of the product and its individual customization.
For Business Customers, returns and cancellations are subject to the agreed terms and conditions.
For individually made or custom-fit products requiring design approval, we share a digital design draft, preview or visualization before production. This gives you the opportunity to review the order-specific details and provide feedback or request changes before the product is made.
The above does not affect your rights if a product is defective, damaged or does not conform to what was agreed.
2. Cancellations for custom-fit and personalized products
If you wish to cancel a custom-fit, made-to-measure or personalized order, please contact us as soon as possible.
Where no statutory right of withdrawal applies, we may consider cancellation requests on a case-by-case basis, depending on how far the order has progressed.
If design work, customization, preparation, production or other order-specific work has already started, we may charge for work completed and costs incurred up to the point of cancellation, subject to the agreed terms and applicable law.
If the product has not yet entered final production, a partial refund may be possible depending on the work already completed and costs incurred.
Once a product has entered production or has been completed, cancellation or refund is normally not possible unless otherwise agreed or required by applicable law.
These conditions do not restrict any statutory withdrawal or cancellation rights that may apply to the order.
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 request cancellation of a custom design order, we will review how far the design process has progressed.
Where cancellation is accepted and no statutory right requiring a different outcome applies, we may retain or charge for design work, consultation, preparation or other order-specific work already carried out, in accordance with the agreed terms.
If part of the startup fee or deposit remains refundable, the amount will be assessed based on the work completed and costs incurred up to the point of cancellation.
Where applicable, statutory withdrawal rights relating to separately supplied design services remain unaffected.
If additional costs apply later in the custom design process, we will communicate these to you for approval before they are incurred or become payable.
4. Non-custom products
For non-custom products, such as ready-made products, clothing or accessories that are not personalized or made to individual specifications, Consumers may have a statutory right of withdrawal under applicable consumer protection law.
For Consumers in the EU/EEA, where a 14-day statutory right of withdrawal applies, you may withdraw from the purchase without giving a reason within 14 days of receiving the product, subject to the applicable rules for calculating the withdrawal period.
To exercise this right, you must inform us of your decision to withdraw before the withdrawal period expires. You can do this by contacting us at support@anatomic-studios.com. You may use the model withdrawal form provided below, but this is not obligatory.
After notifying us, you must return the product without undue delay and no later than 14 days after informing us of your decision to withdraw.
We recommend returning products in their original condition and packaging where possible.
You may examine a product to establish its nature, characteristics and functioning. Handling beyond what is necessary for this purpose may result in a deduction for diminished value, where permitted by applicable law.
For Consumers outside the EU/EEA, withdrawal and return rights depend on applicable local law and any return terms agreed for the order.
For Business Customers, returns of non-custom products are subject to the agreed terms and require prior agreement with Anatomic Studios, unless otherwise required by applicable law.
5. Products that cannot normally be returned
Returns or refunds may not be available for products that:
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are made to individual specifications or clearly personalized, where an applicable statutory exception from the right of withdrawal applies;
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are returned outside the applicable return period, unless otherwise required by law;
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are otherwise excluded from withdrawal or return under applicable law or agreed business-to-business terms.
For voluntary returns that are not covered by a statutory right of withdrawal, we may also decline products that have been used, damaged, altered or are not in their original condition.
These restrictions do not affect your rights if a product is defective, damaged or does not conform to what was agreed.
6. How to request a return or cancellation
To request a return or cancellation, please contact us at:
Please include, where relevant:
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your name;
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order number or invoice number;
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the product or order you wish to return or cancel;
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the reason for the request, if applicable;
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photos or other documentation, where relevant.
For voluntary returns or cancellations, 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.
If you are exercising a statutory right of withdrawal, you do not need our prior approval or need to provide a reason. Please follow the applicable return deadline and contact us for return instructions. You may use the model withdrawal form at the end of this policy, but this is not required.
7. Return shipping
For voluntary returns or cancellations, return shipping costs are normally paid by the customer, unless otherwise agreed.
Where a Consumer exercises a statutory right of withdrawal, the customer is responsible for the direct cost of returning the product if this has been communicated before purchase and unless otherwise required by law or agreed by Anatomic Studios.
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 necessary return shipping costs or provide another suitable solution, in accordance with applicable law.
8. Refunds
Refunds for voluntary cancellations and returns will be assessed according to the agreed terms, the type of product and the progress of the order.
Once we have reviewed the cancellation request or received and inspected a voluntarily returned product, we will inform you of the refund amount, if applicable.
Where a Consumer exercises a statutory right of withdrawal under EU/EEA consumer protection law, we will reimburse the payments received for the withdrawn purchase, including the cost of standard delivery where applicable, without undue delay and no later than 14 days after being informed of the decision to withdraw.
We may withhold reimbursement until we have received the returned goods or you have provided evidence of having sent them back, whichever occurs first, where permitted by applicable law.
We are not required to refund additional delivery costs resulting from your choice of a delivery method more expensive than the least expensive standard delivery option offered.
Refunds under a statutory right of withdrawal will be issued using the original payment method unless you expressly agree otherwise, and without additional refund fees.
Where permitted by applicable law, a deduction may be made for diminished value resulting from handling beyond what is necessary to establish the product's nature, characteristics and functioning.
For cancelled custom-fit, personalized or custom design orders where no statutory right requiring a different outcome applies, any refund will be calculated based on the agreed cancellation terms and the work completed and costs incurred up to the point of cancellation.
Please note that your bank, card provider or payment provider may require additional processing time before the refund appears in your account.
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. Depending on the circumstances, the agreed terms and applicable law, available remedies may include repair, replacement, a price reduction, a refund or another appropriate solution.
The following circumstances are not normally considered product defects when they result from normal use, external causes or circumstances unrelated to a defect in the product:
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expected wear and tear that occurs gradually through normal use;
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cosmetic wear such as scratches, marks or gradual wear to paint, surface finish or coating, where this is consistent with normal use;
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incorrect use or handling;
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failure to follow the Care Guide or other instructions provided by Anatomic Studios;
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accidents, impact, misuse, external damage or abnormal environmental conditions;
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modifications or repairs made by someone other than Anatomic Studios or a party approved by us;
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theft, loss or misplacement of the product;
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changes to the prosthesis, socket, components, alignment or other external factors that affect product fit or function after delivery;
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differences relating to approved design drafts, previews, order specifications or agreed details, where the final product corresponds to what was approved or agreed.
These circumstances do not automatically exclude a valid complaint where the product is otherwise defective or does not conform to the contract.
Nothing in this section limits any mandatory statutory rights or remedies relating to defective, damaged or incorrect products.
10. Exchanges
For non-custom products, exchanges may be possible depending on availability. Please contact us before returning the product for an exchange.
Custom-fit, made-to-measure and personalized products cannot normally be exchanged, unless the exchange has been agreed separately with Anatomic Studios or is required as a remedy under applicable law.
Any statutory right of withdrawal or other mandatory consumer rights remain unaffected.
11. Customs, duties and import fees
For returns from outside the EU, customs documentation must be completed correctly. Please contact us for instructions where necessary.
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 directly to the carrier, customs authority or another provider are not normally refunded by Anatomic Studios, as these charges are not collected by us.
This does not affect any mandatory rights or remedies available under applicable law.
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
Model withdrawal form – EU/EEA Consumers
Complete and return this form only if you wish to withdraw from a contract for which a statutory right of withdrawal applies. You may also notify us of your decision by email without using this form.
To:
Anatomic Studios Sweden AB
Södra Promenaden 9
211 29 Malmö
Sweden
support@anatomic-studios.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Product(s): __________________________
Ordered on / received on: __________________________
Order number (if available): __________________________
Name of Consumer(s): __________________________
Address of Consumer(s): __________________________
Signature of Consumer(s) (only if this form is submitted on paper): __________________________
Date: __________________________
Delete as appropriate.