Return of Items
Items may be returned for exchange or shop credit if they are unused (except for test fitting) and returned to our warehouse in their original packaging within 21 days of purchase. Items returned after 21 days will be subject to a 20% re-stocking fee. Please note, we are unable to accept used, obsolete, soiled or modified products.
Please contact our Customer Care Team on 1300 123 268 or via email ([email protected]) to access a Return Authorisation form. Össur is under no obligation to accept items returned without a completed Return Authorisation form.
Returns are to be sent at purchaser’s expense to our warehouse address (see below) with the Return Authorisation form included.
c/o: Össur Australia
Unit 15/114 Merrindale Drive
Croydon VIC 3136
If an incorrect item is delivered please notify our Customer Care team on 1300 123 268 or via email ([email protected]) within 7 days of receiving your item/s. We will organise a return satchel to be sent to your address for return of the item and organise for the correct item to be delivered. Failure to notify us within this period will result in you having accepted the goods and thus will need to follow our standard return procedure.
All notifications must be done by calling our Customer Care Team on 1300 123 268 (8:30am-4:30pm, Monday-Friday) or via email [email protected]. A Return Authorisation form will be provided for inclusion with returned item.
In the event of a faulty or damaged product please contact Customer Care via phone or email immediately so we can arrange collection of the items. All faulty items will be reviewed and tested, and an exchange offered, or refund issued, if the item is found to have failed under warranty. Where an item is found not to be faulty under warranty, or wasn’t damaged prior to use, we reserve the right to refuse exchanging/refunding for the item.