Returns
Items may be returned for Credit or Exchange only if the item is unused (except for test fitting), with original tags/labels, and in its original packaging. Used (beyond test fitting), obsolete, soiled, packaged damaged products or modified products are not eligible for return.
Returns must be received at our Return Address (see below) within 21 days of purchase along with the accompanying Invoice Number from the original purchase.
Items returned after 21 days, or without an Invoice Number, may be subject to a 20% re-stocking fee. Head To Foot Orthotics is under no obligation to accept items returned without a linked Invoice Number. Please note, we are unable to accept used, obsolete, soiled or modified products.
Please complete the Returns Form (see attachment below) and forward a copy to sales@htfo.com.au prior to returning your item.
Returns are to be sent, along with the Invoice Number at purchaser’s expense to our warehouse address:
Head To Foot Orthotics Returns
39 Centre Road
Croydon South VIC 3136
Credits and Exchanges will be processed as soon as an item has been returned, reviewed, and accepted for Credit or Exchange by our Returns Manager. You will be notified of this decision immediately after the item has been assessed.
Faulty/Damaged Goods
In the event of receiving a faulty or damaged product please complete a returns form (see attachment below) and forward to sales@htfo.com.au as soon as possible. We will arrange for your item to be returned to our warehouse.
All faulty item/s will be reviewed and tested and may be eligible for a Credit or Exchange 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/applying a Credit for the item/s.
Incorrect Item
If your item received is not what was ordered, please complete a returns form (see attachment below), and forward to sales@htfo.com.au within 7 days of receiving your item/s.
We will organise for your item to be returned to our warehouse and the correct item to be shipped to you. 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 via email to sales@htfo.com.au and our team will respond within 2 business days of receipt.