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I know about this lady. I got a couple of emails from her. 
She said she had "suddenly " become disappointed with the insoles which sounded like they were broken. She was quoting the one year warranty, but asking for...

a refund based on a year warranty. She purchased them about 6 months earlier. 
I called her and asked a few questions.  It turns out they are flat and I offered to replace them of course. I explained that the 30 day refund was expired and she seemed ok with the replacement. 
I am currently waiting on a parcel from her and her sister to replace not only her pair but an exchange for the sister. It seemed like everyone was happy. 
Neil P[redacted]
General Manager

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