Please take a moment to read our policy when receiving your goods.
Socks, compression garments & items worn against the body
For hygiene and patient safety reasons, socks, compression garments and other items worn against the body are non-refundable if you change your mind, as these items cannot be reused for another patient.
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If an item is faulty, your rights under New Zealand consumer law still apply.
Shoes - 14 day Guarantee
Shoes come with a 14-day guarantee from the date of purchase.
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If you experience a problem with your shoes within this period, please contact us so we can assess the issue and discuss an appropriate solution.
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Your rights under the Consumer Guarantees Act 1993 are not limited by this 14-day guarantee.
Custom 3D printed Insoles – 1-Year Shell Guarantee
Custom insoles are non-refundable if you change your mind.
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However, they come with a 1-year guarantee on the insole shell. If the shell breaks or develops a fault covered by the guarantee within this period, we will assess the issue and arrange a replacement where applicable.
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This guarantee does not affect your rights under New Zealand consumer law.
Your Consumer Rights
Under the New Zealand Consumer Guarantees Act 1993, goods purchased from a business must meet certain standards of quality, durability, safety and suitability for their intended purpose.
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If your goods are faulty or do not meet these legal requirements, you may be entitled to a repair, replacement or refund, depending on the circumstances and the seriousness of the problem.
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Our store policies and guarantees do not remove or limit any rights you have under New Zealand consumer law.
Please note that a change of mind does not automatically entitle you to a refund.
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For more information, visit the New Zealand Consumer Protection website:
https://www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act
Questions or Concerns
If you have any questions or concerns about your goods, please speak to our team. We are happy to help.
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If you would like to discuss your goods with the orthotist, a follow-up review appointment may be required so they can assess your goods and address any concerns.
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Please contact our team to arrange an appointment if needed.
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Thank you for your understanding and for choosing our services.