Can I return a custom or special-order product?Updated 13 days ago
Custom and special-order products are not eligible for return.
Because these items are created or sourced specifically for an individual patient’s needs, they cannot be resold or reassessed once produced or delivered.
This policy applies to all partner accounts, and these items are considered final sale.
What is a custom product?
A custom product is made specifically for a patient’s:
Measurements
Clinical requirements
Individualised specifications
Once produced, custom items cannot be returned or exchanged.
What is a special-order product?
A special-order product is an item that is:
Ordered in specifically for your patient
Based on a personal preference (e.g., colour, variation, size not normally stocked)
Requested outside standard stocked inventory
Special orders also cannot be returned once supplied.
Why these items cannot be returned
Custom and special-order products are excluded from the return system because:
They are created or sourced specifically for one patient
They cannot be reassessed, restocked, or resold
They have unique specifications that make standard processing impossible
For these reasons, they must be treated as final sale.
How to support your patients
To help ensure the best result before ordering:
Confirm measurements and sizing in clinic
Discuss the patient’s goals and expectations
Ensure they understand any custom or special-order characteristics
Review product specifications together before placing the order
These steps help ensure the chosen product is the right fit from the start.
Need support?
If you’re unsure whether an item qualifies as custom or special order, or need help selecting the right product, our Partner Support team is here to help:
📧 [email protected]
📞 1300 668 466