Returns Policy

 

Most of our equipment is medical grade registered devices and we recommend that you seek professional advice prior to placing an order. Please consult with your health professional or contact us and we will help you to choose the best option to suit your or your child’s needs.

Please read and follow sizing charts and measurement guidelines prior placing your order. Check twice - order once!  

We allow up to 3 days from the date you have placed the order to allow you to cancel your order in case you have changed your mind or have made a mistake in what you have ordered.

Please use the Resolution Centre to report any issues with Well and Able. This is accessible from the My Account section when you login. This enables customer issues to be tracked through the resolution process.

 

WHAT can be exchanged or returned?

Products that are purchased “off the shelf” that do not fit are able to be exchanged for the same model in a different size.

When your shoes arrive follow the guide at this link. Complete the checks on ordered products as soon as you receive them and indoors.

Made to measure (MTM) garments or customised products are not able to be exchanged or returned as these have been measured to fit a specific individual.

The manufacturer guarantee for workmanship faults is 30 days.  Where a fault is discovered in a product contact us through the Resolution Centre with the details of the fault and we will work with you to investigate the fault and to arrange the exchange or refund.

 

WHEN do items need to be returned by?

You need to contact us within 7 days of the delivery of the product to indicate a request to exchange.

Contact us with your reason for exchange through the Resolution Centre and we will work with you to arrange the exchange of the product.

 

WHERE do items need to be returned to?

You will be notified of the address to return the products during the returns process.

 

HOW do customers return items?

During the process to determine your concern we will notify you of the requirements for returning the product.

 

SHIPPING for returns?

If you are exchanging a product you are responsible for the cost of the return of the product to us.

For faulty items we will cover the cost of the return of the product.

 

CREDIT for returns?

A credit will be processed within 7 days once your return has been confirmed. Refunds are issued via the payment method you used to place the order.

For items being exchanged you may be charged a 10% restocking fee. This will be deducted from the credit returned to you. This fee will not ba applied to returns of faulty items.

 

PACKING materials?

For exchanges you must return the product in the original box with all original packaging and tags. Please do not place any shipping labels or tape on the shoe box. Please place the box in the protective cover or shipment satchel to avoid damage.