Should I keep the packaging?Updated 13 days ago

Yes — we recommend keeping all original packaging, including boxes, tags, inserts, and any included components, until you’re sure the product is right for your patient.

Having the packaging intact helps ensure that any return you submit on your patient’s behalf can be processed quickly and without delays.

Why packaging matters

Keeping the original packaging helps:

• Maintain resalable condition

• Ensure all components needed for assessment are present

• Protect the product during return transit

• Support a smooth and efficient return process for your clinic

• Reduce the likelihood of restocking fees

It’s a small step that makes a big difference in ensuring fast turnaround and accurate processing.

What to remind your patients

To set returns up for success, you can encourage your patients to:

• Try their item gently at home or in clinic

• Hold onto the packaging until the fit and function are confirmed

• Keep any tags, inserts, or product components together

This helps you submit an eligible return if needed.

Need support?

If you’re unsure whether an item meets return requirements or want us to review photos before you submit a return, our Partner Support team is always here to help:

📧 [email protected]
📞 1300 668 466