What happens if the item is faulty or defective?Updated 13 days ago
If you believe the item supplied to your patient may be faulty or defective, we’re here to support you. Bauerfeind will complete a fault assessment and provide the appropriate outcome in line with Australian Consumer Law (ACL).
All approved partner fault outcomes are issued as store credit or direct replacement.
(You’re welcome to refund your patient directly if you choose, but this is optional and handled by your clinic.)
What qualifies as a faulty or defective item?
An item may be considered faulty if it shows:
A manufacturing or material defect
A structural or functional issue that occurs during normal, recommended use
Abnormalities not caused by wear, misuse or incorrect handling
What is not considered a fault?
Common examples include:
Wear and tear from regular or intensive use
Damage from incorrect application or washing
Items returned heavily worn, marked or without packaging
Sizing, comfort or fitting concerns (handled via standard returns)
How to submit a faulty assessment
To begin the process, please provide:
The order number
A brief description of the issue
Clear photos or videos showing the concern
The product’s LOT number
Found on the product packaging or product tag
If needed, we may request the item be returned to us for a closer inspection.
For faulty assessments, Bauerfeind will provide a return label at no cost to you.
Outcome of a faulty assessment
If the item is confirmed to have a manufacturing defect, your partner account will receive store credit to reorder the appropriate replacement or alternative item for your patient. Alternatively, Bauerfeind will provide a replacement.
(If you choose to refund your patient independently, that decision is entirely at your discretion.)
Need support?
Our Partner Support team is here to help clarify issues, guide you through the assessment, or assist with sizing and product selection:
📧 [email protected]
📞 1300 668 466