Lodge your Warranty, Returns, Feedback, and complaints here.

Feel free call us if you have any inquiries.

Bauerfeind Australia Help Centre 

Understand how Bauerfeind assesses warranty claims, expected timeframes and the possible outcomes following your product assessment.

Assessment & Outcomes

Warranty

About Us

Why choose Bauerfeind?

What medical products do you offer?

What's the difference between the Medical and Sports ranges?

Where are Bauerfeind products made?

About Bauerfeind

Do you have a physical store?

Do I need to book an appointment?

Do you offer virtual fittings?

How do I book an appointment?

How long does a fitting appointment take?

What are your trading hours?

What happens during a fitting appointment?

Stores & Appointments

Do I need a referral or prescription to use Bauerfeind products?

How long can I wear Bauerfeind products?

Can Bauerfeind diagnose my condition?

Can I use Bauerfeind products on either side of my body?

Can I use Bauerfeind products while pregnant?

Can I get help choosing the right product?

Are Bauerfeind products suitable for sport and exercise?

Are Bauerfeind products safe to use after surgery or injury?

Are Bauerfeind products TGA listed?

Product Advice

Can I claim a reimbursement from my private health fund for Bauerfeind products?

Can I purchase replacement parts or accessories?

Support

General Inquiries

What payment methods do you accept?

Do you offer Buy Now, Pay Later?

Which currency will I be charge in?

Is my payment information secure?

When will I be charged for my order?

Why was my payment declined?

Why has my payment been charged more than once?

Will I receive an order confirmation?

Payments

Do discount codes expire?

My discount code is not working

I forgot to apply my discount code. Can it still be applied after checkout?

Can I apply multiple discount codes?

Can I use a discount code with PayPal, Afterpay or Zip Pay?

Can I use my discount code more than once?

Can I use my discount code in-store?

Can I use a discount code on sale or clearance items?

Why doesn't my discount apply to my order?

Why doesn't my discount apply to certain products?

Will my discount still apply if I return my order and purchase again?

What are the terms and conditions of promotions?

Promotions & Discounts

Why can't I add an item to my cart?

Why was my order cancelled?

What should I do if my order summary is incorrect?

What happens if a product is out of stock?

Can I order a product that isn't listed online?

Can I change or cancel my order?

Can I place an order over the phone?

Can I order by email?

Can I order a custom-made product?

Can I order multiple sizes to compare?

Can I order if I'm outside Australia or New Zealand?

Can I request a special order from Germany?

Can I order for someone else?

Can I place a bulk or business order?

Can I add items to my order after it's been placed

Ordering

Checkout

What is your return policy?

What is my timeframe for initiating a return?

Return Policy

What happens if my return does not meet the conditions?

Are clearance or last chance items eligible for return?

Are there any products that cannot be returned?

Can I return a product if I've used it?

Can I return a gift?

Can I return compression socks/stockings or insoles?

Can I return a product bought from a third-party retailer?

Can I return a custom or special order?

Can I return a product purchased during a promotion?

Can someone else return my order for me?

Should I keep my packaging?

Return Eligibility

How do I initiate the return process?

How do I return an online purchase or an in-store purchase?

What happens if I bought the wrong size?

What if my product is faulty or defective?

What happens after my return is received?

Do I need to pay for return shipping?

Can I amend my return once it’s been submitted?

Can I return part of my order?

Can I return multiple orders in one parcel?

Return Process

How long does it take to process a return?

Will I get a refund or store credit for my return?

What if my return is lost in transit?

After Your Return

What is store credit?

When will my store credit expire?

When will I receive my store credit?

How do I use my store credit?

Can I use my store credit online and in-store?

Can I combine my store credit with another payment method?

Can I use my store credit on sale items?

Can I transfer my store credit to someone else?

Can I check my store credit balance?

Store Credit

Returns

How much is shipping?

What shipping options do you offer?

When will my order be dispatched?

Where do you ship to?

Which couriers do you use?

Can I change my delivery address?

Can I change my shipping method after placing an order?

Can I ship to a PO Box?

Can I upgrade to express shipping?

Can I choose a specific delivery date or time?

Can I use a different billing and shipping address?

Can I send my order as a gift?

Dispatch & Shipping

How do I track my order?

How long will delivery take?

My tracking hasn't updated. What should I do?

My parcel has been marked as delivered, but I can't find it.

My parcel hasn't arrived. What should I do?

My parcel arrived damaged. What should I do?

I received the wrong item. What should I do?

What happens if my parcel is delayed?

What happens if I'm not home when my order is delivered?

What happens if my parcel is lost in transit?

What should I do if my parcel is returned to Bauerfeind?

Tracking & Delivery

Do you offer Click & Collect?

When will my Click & Collect order be ready?

How do I collect my Click & Collect order?

How long will you hold my Click & Collect order?

Can someone else collect my Click & Collect order?

Can I change my Click & Collect location?

Can I inspect or try on my order before taking it home?

Can I change my Click & Collect order to shipping?

Click & Collect

Shipping & Delivery

Do I need proof of purchase for a warranty claim?

What is the duration of warranty for my product?

What is your warranty process?

What happens if my product's warranty has expired?

What happens if my product is found not eligible for warranty?

What is the timeframe for your warranty process?

Where can I find the LOT number on my product?

Can I make a warranty claim if I purchased through a clinic, distributor, or retailer?

Do Bauerfeind products come with a warranty?

How does Bauerfeind determine whether a product is covered under warranty?

What does warranty cover?

What isn't covered under warranty?

What are my rights under Australian Consumer Law?

Does normal wear and tear mean my product is faulty?

Does washing or caring for my product affect my warranty?

Are clearance items covered by warranty?

My product doesn't fit or feels uncomfortable. Is it covered under warranty?

Can I continue using my product if I think it's faulty?

Can I repair or modify my Bauerfeind product?

Warranty Coverage

How do I lodge a warranty claim?

Warranty Claims

General Care

How do I wash my brace?

How often should I wash my brace?

Product Care

What's my size?

What size should I choose if I am between sizes?

How tight should my brace be?

How should my brace feel?

What should I do if my brace is slipping?

Sizes & Measuring

What is the difference between Class 1 and Class 2?

How do I wear my Compression Stockings?

Types of Donning for Effective Wear

Compression Stockings

How to measure: GenuTrain Knee Brace

Is the GenuTrain suitable for me?

What is the difference between the Standard and Comfort size?

What's the difference between the Sport Knee Support and GenuTrain Knee Brace?

How to measure: Sports Knee Support

Is the Sports Knee Support suitable for me?

Is the GenuTrain A3 suitable for me?

Knees

How to measure: EpiTrain Elbow Brace

How to measure: Sports Elbow Support

Elbows

Is the OmoTrain suitable for me?

Is the OmoTrain S suitable for me?

What's the difference between the OmoTrain and Omotrain S?

Shoulders

Product Inquiry

What is NDIS?

NDIS