Shipping policy
At Diatex we care deeply about the health and safety of every customer. Because our products are worn directly on the feet — often by patients with open wounds, sensitive skin, or compromised immunity — we maintain a strict no-return policy on all products for hygiene and safety reasons.
However we want every customer to get the right fit. Size exchanges are available for eligible products.
IMPORTANT HYGIENE NOTICE
All Diatex products are non-returnable once delivered.
Foot care products worn or handled by one customer cannot be safely resold or redistributed to another — especially for diabetic patients where hygiene directly impacts health outcomes.
We appreciate your understanding. This policy exists to protect you and every other Diatex customer.
CONDITIONS FOR SIZE EXCHANGE
All of the following must be met:
[ ] Product is completely unworn and unwashed
[ ] Original packaging is fully intact and sealed
[ ] Tags attached — nothing removed
[ ] Exchange requested within 7 days of delivery
[ ] Correct size confirmed from our size guide before requesting exchange
[ ] WhatsApp request sent with photo proof before sending anything back
HOW TO REQUEST SIZE EXCHANGE
Step 1 — WhatsApp us within 7 days
Send to [Your number]:
Order number
Product name
Size ordered
Size needed
Clear photo of product in original sealed packaging
Step 2 — Approval within 24 hours
We confirm:
Requested size is in stock
Product photos confirm unworn condition
Exchange approved
Step 3 — We dispatch your correct size
We send the correct size to you first — you do not wait for us to receive the return before getting your replacement.
SIZE EXCHANGE IS NOT AVAILABLE FOR
Separate Toe Socks — Free Size, fits all
Aloe Bedtime Socks — Free Size, fits all
Wound Care Socks — hygiene critical, no exchange
Stump Socks — custom sized, verified before dispatch
Custom Footwear & Insoles — made to measurement
Any product that has been worn even once
Any product with broken packaging seal
Exchange requests after 7 days of delivery
WRONG PRODUCT SENT BY DIATEX
If we send you the wrong product — we take full responsibility:
WhatsApp us within 48 hours with photo and order number
Correct product dispatched within 24 hours at no charge
No return required — photo proof is sufficient
Full refund offered as alternative if correct product not in stock
DAMAGED PRODUCT ON DELIVERY
If your product arrives damaged in transit:
Do not accept visibly damaged packages at delivery
If damage found after opening — photograph immediately
WhatsApp us within 48 hours with photos and order number
Replacement dispatched within 24 hours at no charge
No return required for damaged products
To cancel:
WhatsApp [Your number] immediately with your order number. We process within 2 hours during business hours.
If already dispatched:
Refuse delivery at door. Once returned to us — full refund within 5–7 business days.
REFUND — WHEN APPLICABLE
Refunds are issued only in these situations:
Order cancelled before dispatch
Wrong product sent by Diatex and replacement not available
Product damaged in transit and replacement not available
Delivery failed due to incorrect address provided by Diatex
WHY NO RETURNS — OUR REASONING
We want to be transparent about why this policy exists:
1. Diabetic patient safety
Our customers include patients with open wounds, post-surgical feet, and severely compromised skin. A product that has been in contact with one patient's feet — even briefly — cannot be safely used by another diabetic patient.
2. Wound Care & Stump Socks
These products are used on healing wounds and residual limbs. The hygiene standard required makes returns impossible regardless of condition.
3. Free Size Products
Since these fit all sizes — size issues do not apply. The only reason to return would be preference — which hygiene policy does not permit.
4. We verify before dispatch
For Stump Socks we verify size via WhatsApp before sending. For sized products we provide a detailed size guide. We take every step to ensure the right product reaches you the first time.
HOW WE HELP YOU GET IT RIGHT
Since returns are not possible — we do everything to ensure you order correctly:
Before you order:
Detailed size guide: diatex.in/pages/size-guide
WhatsApp consultation: [Your number]
Size chart image on every sized product page
FAQ answering common sizing questions
For Stump Socks:
WhatsApp us your residual limb circumference before ordering — we confirm exact size before you pay.
For Wound Care Socks:
WhatsApp us wound location and foot size — we advise correct size and whether to size up for dressing accommodation.
For Custom Products:
Full measurement guide sent via WhatsApp before production begins.
CONTACT FOR EXCHANGE & SUPPORT
💬 WhatsApp: [Your number]
Fastest response — within 2 hours
Mon–Sat, 9 AM – 7 PM
✉️ Email: care@diatex.in
Within 24 hours on business days