Refund policy

Returns, refunds and Australian Consumer Law

Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).

Change-of-mind returns

In addition to your rights under the ACL, Orthoflex offers a 30-day change-of-mind return period from the date your order is delivered. To qualify, the footwear must be unworn except for a careful indoor fit check, unused, undamaged and returned with its original packaging and proof of purchase.

To request a return, contact us through our Contact page before sending the product. We will provide return instructions and the approved return address. Returns sent without approval, or to the sender address shown on the parcel, might not reach the correct facility.

For an eligible change-of-mind return, the customer is responsible for return postage. Original delivery charges, if any, are not refundable. We do not charge a restocking fee for an accepted return. The customer remains responsible for the parcel until it reaches the nominated return facility, so tracked postage is recommended.

Incorrect size

Please check the size guide before ordering. An incorrect-size return that otherwise meets the change-of-mind conditions may be returned within 30 days. The fastest way to obtain another size is to complete the approved return and place a new order once the return has been accepted.

Faulty, damaged, unsafe or incorrectly supplied goods

Our goods come with guarantees that cannot be excluded under the ACL. They must be of acceptable quality, match their description and be reasonably fit for any purpose that was made known to us and accepted.

If you believe an item is faulty, unsafe, materially different from its description, damaged before delivery or not the item ordered, contact us promptly with your order number, a description of the issue and clear photographs where possible. Do not continue using a product that may be unsafe.

When a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may provide an appropriate remedy within a reasonable time. If the item is confirmed not to meet a consumer guarantee, Orthoflex will provide the remedy required by law and reimburse reasonable return postage where applicable. These rights are not limited to 30 days.

Refund processing

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to display the credit. We will notify you after the return has been assessed and the refund has been initiated.

Cancellations

Contact us as soon as possible if you need to cancel an order. We will try to stop processing, but an order that has already been dispatched cannot be cancelled and must follow the applicable return process.

Contact

Use our Contact page or email david@atriumrevolution.com. Include your order number so we can assist you efficiently.