Refund policy
How Do I Make a Return or Exchange?
To return or exchange an item, you will need a Return Authorisation (RA). This is a pre-filled form and will be given to you from Customer Service. Please print and enclose this document in when returning the unrequired item to ensure we can match the goods to you.
How Do I Get a Return Authorisation?
To obtain a Return Authorisation (RA), please contact our Customer Service team at support@braceable.com.au or use the Contact Us form within 14 days of delivery with the following information:
- Product you are wanting to return
- Order (beginning with WR) or invoice number (beginning with PSIN) it was purchased on
- Reason for return
How Do I Send the Product Back?
Please note BraceAble will only provide return labels or send out prepaid return satchels for orders we have incorrectly supplied. If your order has been incorrectly requested or is no longer required by yourself, you will need to incur the cost of returning the order to us. Freight charges for goods already shipped won't be refunded.
When Will I Get Refunded for Returns?
Once you have sent the unrequired item back to the return address on the RA, our accounts team will refund the amount onto your method of payment provided the goods are unopened and in a re-sellable condition.
How Do I Make an Exchange?
You can proceed with either of the below ways:
1) Send the unwanted item back to us with the return authorisation and once it has returned, we will use the credit to fund your new sales order (no guaranteed time frame for this but it means you are only charged once if there is no further difference to be paid).
2) Place a new order for the required item so you have it as soon as possible, and once the unwanted item has returned to our warehouse with the return authorisation, you will receive a refund (you will be charged twice, but ensures you have the item ASAP).
Shipping & Returns Policy
1) Goods can be returned within 14 days for a full refund (excluding freight). To be eligible for a return, your return must be unused and in the same condition that the goods were received and must be in its original packaging. To complete your return, we will require a Return Authorisation Form (RA), that can be obtained by speaking with our Customer Service department. The RA form needs to be returned with the goods for a refund to be processed.
2) No Medical product worn by the buyer (or patient/client of buyer) will be accepted for return without the seller’s prior approval on terms to be determined at the seller’s discretion.
3) Should the seller agree to accept any such product for return, the buyer may be liable to pay a restocking fee of 15% of the invoice price. Such product must be returned by the buyer carriage-paid to the seller in their original shipping carton.
4) Products returned without the seller’s prior approval may, at the seller’s absolute discretion be returned to the buyer or stored at the buyer’s expense without prejudice to any rights or remedies the seller has. Our policy lasts 30 days. If 30 days have gone by since your purchase, it is at the seller’s discretion to accept the return.
5) Freight charges are non-refundable.