What happens if the item does not meet the return conditions?Updated 10 days ago
When you submit a return for your patient, our team will complete a standard quality and hygiene assessment once the item arrives. If the product meets the return criteria, we’ll process your store credit as normal.
If an item doesn’t meet the required conditions, we’ll always communicate with you clearly, so you know exactly what to expect.
If the item does not meet return conditions
If the returned product shows signs of wear, use, damage, or is missing packaging/components, one of two outcomes may occur:
1. The return may be declined
If an item is unsuitable for resale or assessment (e.g., used, washed, damaged, or heavily worn), it may not be able to be accepted.
In this case, the product will be sent back to your clinic.
2. A restocking fee may apply
If the item is mostly in good condition but requires additional work to restore its presentation, a restocking fee (up to 30%) may be applied.
You’ll be informed before the return is finalised.
Our goal is always to process partner returns fairly, efficiently, and with transparency.
Items that cannot be returned under any circumstances
For hygiene or product-specific reasons, these products cannot be accepted:
Compression socks/stockings
Insoles
Custom-made products
Special orders
Sale/clearance items
If you’re unsure whether a product falls into one of these categories, our team is happy to help you check.
Tips to support a smooth return
To help ensure the best outcome for your patients:
Encourage them to try items gently in clinic or at home
Keep all packaging, tags, and inserts
Ensure minimal handling before the return is initiated
These steps help us process returns quickly and avoid delays or unexpected outcomes.
Need support?
If you have questions about a specific return or need help determining eligibility, our Partner Support team is here to assist:
📞 1300 668 466