Products
Our policy lasts 30 days for general retail products and 14 days for footwear that has been specially ordered in. If 14 or 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. In cases of specialist USA ordered shoes, they cannot be refunded or returned at all.
To be eligible for a return/refund, your item (excluding USA ordered shoes, custom orthotics and modified insoles) must be unused and in the same condition that you received it. It must also be in the original packaging.
Please do not send your product back to the manufacturer.
To complete your return, we require a dated receipt or proof of purchase.
Custom Orthotic return (not modified insoles)
To be considered for a refund, a patient MUST have attended their initial orthotic review appointment (within 30 days of fitting) and had a minimum of 3 orthotic adjustments, 1 remake and an internal review with another practitioner for a second opinion. This process allows for many considerations of multiple factors involved with assessing, making, fitting and wearing in custom foot orthotics.
Only then if the orthotic is not providing required comfort can a refund be processed. Out of pocket costs only for the orthotics will be refunded. Which does not include appointments, assessments and scanning.
Custom foot orthotics DO NOT have a 100% guarantee rate on comfort and associated full reduction in symptoms of pathology. They WILL likely feel different in different shoes. The WILL likely feel different in older shoes, newer shoes, a different/updated ‘version’ of the same named shoe. When your body changes, so too will the scripting, shape and function of your custom orthotics.
Refunds WILL NOT be given to patients who have ordered a repeat set of orthotics after wearing the first set and then deciding they are not satisfied.
Refunds WILL NOT be given to patients who simply change their mind.
Refunds WILL NOT be given if 3 months from fitting them has lapsed.
Modified insoles
Once an insole has been worn or modified it cannot be returned and refunded.
Treatments/Services
Services provided by Footpoint Podiatry are non-refundable.
Moon Boots / Post Op shoes
Once they have been worn they cannot be returned and refunded.
Refunds
Once your product return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, depending on your payment method, this may take a few days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund ma appear in your account.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] or Ph: 3256 0455.
Exchanges
We only replace or exchange items if they are defective or damaged. If you need to exchange it for the same item, come see us, give us a call on Ph: 3256 0455 or send us an email at [email protected] and post your item to: Footpoint Podiatry
1/699 Sandgate Road Clayfield 4011 QLD.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified about your return.
Shipping
To return your product, please bring it into the clinic or you can mail your product to: Footpoint Podiatry
1/699 Sandgate Road Clayfield 4011 QLD.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.