Shipping and Returns

Delivery

COVID-19 Update: We're open and delivering orders! The safety of our customers and team members, including delivery drivers, is our number one priority. There may be some slight delays to the quoted times below during this period and are working as efficiently as possible to deliver your products.

Your order will be processed quickly. All orders are shipped securely across Australia and New Zealand. We offer the following delivery options.

Australia

  • Orders $100 and over - FREE Standard Shipping: 2-5 business days
  • Orders under $100 - $9 Standard Shipping: 2-5 business days
  • $19.95 Express Shipping: 1-2 business days

New Zealand

  • $12.95 Standard Shipping: 2-5 business days
  • $24.95 Express shipping: 1-2 business days metro

Express orders that are received before 3pm, Monday to Friday, are processed and dispatched on the same day. All orders sent to New Zealand are subject to NZ customs regulations, and in some instances there may be slight delays. For further information, please see their website at https://www.customs.govt.nz 

Our 30-day Returns and Exchanges

    The following criteria needs to be met for returns and exchanges:
    • You must return/exchange it within 30-days of purchase date
    • All returned/exchanged items must be new, unworn and unwashed. You may try on the products at home to make sure the fit is right but can’t have worn it for activity.
    • All tags and packaging must be in an undamaged, resalable state. If you have removed the tags or no longer have the box unfortunately, we will not be unable to accept the return/exchange.
    • You pay for return shipping. We offer free postage within Australia for any purchase however we do not pay for shipping on returns/exchanges. Unless the product is faulty all postage costs will be at your expense.
    • If you feel the product is faulty, please contact us to discuss further.

    Our aim is to ensure you are happy with your Bauerfeind purchase. If you are not satisfied with your product*, you can return and receive a refund (minus any shipping paid) or exchange it for size within 30-days for your piece of mind.

    *This offer does not apply to our recovery compression socks or stockings (for hygiene purposes), or any of our custom made products.

    Bauerfeind reserves the right to refuse to refund or exchange products that are used, washed, damaged or not in their original packaging.

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        How to request an exchange

        If your exchange matches the above criteria you can request a return send an email to info@bauerfeind.com.au and include the following information:

        1. The name used on the order.
        2. Your order number.
        3. A contact phone number.
        4. A detailed description of the problem.
        5. Photos where appropriate.

        Once your exchange has been approved we will provide an address for you to send the goods back. Your exchange or refund will be processed quickly.

        *Please note: We can only accept exchanges for purchases made from the bauerfeind.com.au website and not from our clinical or retail partners. Please contact the place of purchase for their return policy.

         

        Product Warranty

        Bauerfeind warrants that all goods will be free from manufacturing defects for a period of 12 months from date of purchase for Orthopedic (E.g. Supports and braces) products and 30 days for Phlebology (E.g. VenoTrain Compression Stockings) products. Normal wear and tear or incorrect usage of the product is not considered a defect. The sole remedy for any breach of this warranty will be for Bauerfeind, at its option, to either replace the affected goods or refund to you the purchase price.