Can a patient return their item directly to Bauerfeind?Updated 2 days ago

No — patients cannot return products directly to Bauerfeind.
All partner-related returns must be submitted by the partner clinic, not the patient.

This ensures the return is linked correctly to your partner account and that the correct process, eligibility checks, and outcomes (store credit) are applied.

How returns work for partners

If an item needs to be returned, simply submit the request through the Partners Return Portal – Bauerfeind Partners on behalf of your patient:

Once the return is approved, your account will receive a store credit, which you can use to reorder the correct size or select a more suitable product for your patient.

Why patients cannot return directly

Partner returns go through your clinic because:

• Store credit must be issued to your partner account

• Your clinic manages sizing, fitting, and product selection

• Many partner items require clinical notes or confirmation

• It prevents delays or incorrect processing to consumer channels

• You may need to assist your patient with choosing an alternative product

This helps ensure your patient receives the right support outcome.

Supporting your patients

To streamline the process:

• Encourage patients to return items to your clinic, not to Bauerfeind

• Complete fittings in clinic where possible

• Keep packaging and components until suitability is confirmed

• Use the portal to lodge returns on their behalf

These steps help us complete the assessment smoothly and issue store credit promptly.

Need support?

If you ever need help confirming eligibility or managing a patient return, our Partner Support team is here to assist:

📧 [email protected]
📞 1300 668 466