Refund policy

IMPORTANT

This information is for purchases made via www.myorthotics.com.au.

If you made your purchase via one of our retail or clinical retail partners, please refer to their policy for Returns & Exchange advice.

This policy refers only to full priced products purchased via myorthotics.com.au. Items purchased on sale are not covered.

 

RETURNS/EXCHANGES

Incorrect Sizing

In consideration of the online nature of our business, we acknowledge that despite your best intentions and efforts, sizing may be difficult to get right the first time you order with us. Should the sizing of your chosen product be slightly incorrect, upon receiving this information from you, we will arrange an exchange free of charge.

Unfortunately items purchased on sale, opened and used/worn products cannot be exchanged under any circumstances in keeping with our COVID safe directions.

 Change of Mind

All full priced items purchased are eligible for return for any reason within 30 days of purchase. You will be offered a full refund or store credit to the full value of the product (excluding any shipping costs) provided that the product is returned to us in an as-new, re-saleable condition complete with original and undamaged packaging.

Sale items and used or worn items cannot be returned or exchanged under any circumstances.

Refunds are processed within 24hrs and Store Credits are valid for 12 months

Refunds will be processed to the original payment method.

All returns and exchanges will be subject to any third party processing fees, as charged by the payment merchant. An indication of these is listed here for reference: CC 1-3%, PayPal 1-3%, AfterPay and Zip Pay 6%.

Items Sent in Error

If an item has been sent to you in error, please contact us detailing which products have been omitted or sent in error, as well as your order reference, and we will ensure that your order is corrected at no further charge to you.

Faulty Product

We pride ourselves on stocking and delivering brands that share our commitment to quality and excellence. However, we acknowledge that faults and defects are possible in low numbers due to the mass produced nature of many products.

If you believe that a product you receive from us is faulty, or not to your expectation of quality, please contact us within the first 90 days of purchase. One of our team members will contact you promptly and follow this up with you in order to understand and assess the nature of the fault and organise a replacement for you should the fault be deemed to be due to manufacturing or shipping and handling.

If the fault is found to be due to wear and tear, abuse or accidental damage, we will work with you to ensure the situation is rectified, however each claim will be assessed on its merit.

Should the 90 day period have lapsed, we will work with you to resolve the situation to your satisfaction, however we reserve the right to perform a visual and/or physical assessment of the product prior to repairing, replacing or refunding the product.

In the case where product purchases are made 12 months prior to you noticing the fault, please contact us and we will work with you to determine the most suitable course of action to resolve your concern.

Returns Exclusions

Unfortunately, we are unable to process any returns or exchanges on the following items, except in the case of a manufacturing fault or defect being present.

  • Socks
  • Footwear (Thongs) which have been worn outside or on a marking surface
  • Any used item which is not returned to us in an as-new and re-saleable condition with original tags and packaging.

We are unable to process any returns or exchanges on the following items, under any circumstances:

  • SALE items - all sales are considered final

 

FURTHER INFORMATION

This Returns Policy includes, and in no way seeks to exclude or limit, your rights under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Any warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.