Trial of Products with Allied Health Professionals Reserved to ExoBand and Hensinger Collars

We have an important update for our clients regarding our product trial policy. Previously, our footwear trials were conducted using available stock. However, due to challenges in managing the care of stocked items during trials and issues with securing payment for retained trial products, we have decided to discontinue footwear trials. Moving forward, product trials with allied health professionals will be limited to items for which we maintain trial kits, such as the ExoBaby/ExoBand and Hensinger collars. Other products, like helmets, may be available for trial on a case-by-case basis only.

We have created trial kits for the ExoBaby/ExoBand and Hensinger collars for the following reasons:

• The ExoBaby and ExoBand are new products with a higher cost, requiring individual assessments to determine suitability before purchase.
• Hensinger collars can be complex to size accurately, making trials necessary to find the best standard or custom-made solution for each client.

Footwear and other off-the-shelf products will no longer be available for trials; customers can purchase these low-cost items directly. If a product does not fit or is unsuitable, it can be returned or exchanged for the correct size or an alternative product.

We understand that these changes may present challenges; however, we remain dedicated to providing specialized support for our customers.

Here’s what you need to know to request a trial of the ExoBaby/ExoBand and Hensinger collar:

1. Trial Request Form
   • Fill out the trial request form found on our webiste and return it to us with the required details.
   • Requests for trials of other products will be assessed on a case-by-case basis when necessary.
2. Client Fee
   • A trial fee of $45 will be charged for administration and return postage, which will be invoiced to the client or plan manager via email.
   • The invoice will detail both the trial fee and the products involved.
   • Additionally, a separate quote for the trial products will be provided to ensure transparency regarding the purchase price.
   • Payment of the invoice must be completed before the product is shipped for trial.
3. Supervised by Allied Health Professional (AHP)
   • Products must be the AHP who will oversee the trial.
   • The trial is designed to evaluate suitability and sizing within a single therapy appointment and is not intended for extended or repeated use over time.
4. Dedicated Trial Kits
   • These specially curated kits will include the product along with fitting and usage instructions.
5. Trial Period Logistics
   • The trial period is for a maximum of 10 business days, allowing the AHP to schedule an appointment with the client for the trial.
6. Return of Products
   • After the trial concludes, the product must be repackaged in its original packaging, and the provided return postage label and box/satchel should be used to return the package via Australia Post.
   • The product must be returned in the same condition it was received, if not, replacements costs may be incurred.
7. Cleaning
   • When products are returned, they undergo a thorough inspection and cleaning process.

Thank you for your understanding and cooperation as we implement this new approach. If you have any questions or require additional information, please feel free to contact our customer support team.