Returns Policy
General Guidelines
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!
Please use the Resolution Centre to report any issues with Well and Able. This is accessible from the My Account section on the website when you login. This enables customer issues to be tracked through the resolution process.
Our return policy is always subject to your Consumer Law Rights.
Change of Mind
We do not provide refunds for change of mind for off the shelf products in the following cases:
- changed your mind and you no longer want the product;
- purchased the wrong product; or
- ordered the product even though you were made aware of a fault in the product (for example, if the fault was indicated on the product labels, or in the case of for online orders specified in any photos or descriptions of the products).
In the case of change of mind, requests to exchange or return products for will be considered on a case-by-case basis and each returned product may be subject to a 20% restocking fee and an administrative charge, if the packaging material is not returned with the returned product.
We do not offer refunds on the cost of postage to you. We will also not cover the cost of return delivery to us for a change of mind return or re-delivery of the goods. You must cover these yourself.
We will not accept any request for exchanges or returns for change of mind for Made to Measure (MTM) garments or Customised Products
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 or a similar model in a different size.
- Note: The product being returned for exchange must be able to be resold for a refund to be approved. Products showing wear and tear may not receive a refund.
When your shoes arrive check them as soon as you receive them and make sure this is completed 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, created with customised colours or to client specifications.
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. Where the fault is determined to be with the product, the exchange will be for the same product purchased initially, unless a "like for like" product is negotiated and agreed to by both the customer and Well & Able (including any disparity in price).
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 Well & Able. Well & Able will cover the postage cost to send the exchanged product to you, however, any additional shipping after the first exchange will be charged at $14.50 per package.
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 20% restocking fee. This will be deducted from the credit returned to you. This fee will not be 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.