What is Bauerfeind's return and exchange policy for products?Updated 2 years ago
Orders for standard products of supports, braces, orthoses, insoles, and compression garments are subjected to a standardised return and exchange policy, which is stipulated in full in the Bauerfeind Terms and Conditions of Sale.
Returns and Exchange Conditions
In order for products to qualify for a full return or exchange, the following criteria must be satisfied:
- An arrangement for the return/ exchange of the product must be coordinated within 30 days of the date of receipt of the product. This includes establishing contact with a Bauerfeind account manager or member of the Bauerfeind Orders team expressing intent to return a product.
- The product must remain in an unused, undamaged, and unwashed state. Whilst trying on products briefly to determine comfort, size, and fit does not impair its status as an unused item, products will be disqualified for a return if they are trialled during activity and/or patients exit the clinic with the product.
- The product must be returned in its original packaging.
Should the following criteria be satisfied, the product can be returned to the following address:
Bauerfeind ATTN: Returns DepartmentReference: [Invoice Number]Building A, Ground Floor, Suite 312 Julius AvenueNorth RydeNSW, 2113
All returned items are subjected to a quality assurance assessment by the Bauerfeind Returns team to confirm compliance with the conditions for return and exchange. A member of the team will establish contact to relay the outcome of the return assessment and accordingly provide an update on the next course of action.
Outcome of Return Assessment
Returns
| Pass | Fail |
| If a returned product passes a quality assessment, a refund in the form of a credit note will be issued for the value of any returned product(s). This credit note can be allocated once to any future order. | If a returned product fails a return assessment, the product will be shipped back to the clinic. Payment of the invoice for the order will still be required. |
Exchanges
| Pass | Fail |
| If a returned product passes a quality assessment, an exchange for the desired product or size will be arranged and dispatched to the clinic. An updated invoice will also be issued. | If a returned product fails a return assessment, an exchange cannot be coordinated and the product will be shipped back to the clinic. Payment of the invoice for the original order will still be required. |
Freight Costs
Kindly be advised that any freight costs associated with the return of a product to Bauerfeind are the responsibility of the clinic. Bauerfeind does not provide return labels for simple product returns and exchanges.
Exceptions to the Standard Policy
Please note that special orders for products are not eligible for an exchange or return.
Please contact your attending account manager or a member of the orders division to receive further information and/or clarification on the Bauerfeind Returns and Exchanges policy and process.