Warranty, Replacement, and Returns Policy

Warranty and Returns Policy 
 
 
We aim to provide the highest service levels for all of our customers. If the merchandise you received is defective, or not as you ordered, please contact us for a quick resolution.

General Policy

  • Warranty applies to the original purchaser and single patient use only:  Warranty is void if products are amended / altered or not used in accordance with their Instructions for Use (IFU).  You may be asked to provide evidence of failure (eg., photographs) or to allow C-Pro Direct to collect the product for investigation.
  • Manufacturing Defect (failure of product during normal use on a single patient):  A free of charge replacement shall be provided should the failure occur within 12 months of receipt.
  • Damaged in Transit:  If your products arrive damaged we will replace them.  Please contact us as soon as possible (and within 7 days of receipt) and a free of charge replacement shall be provided.  Please provide photographs showing the damage on arrival.
  • Unwanted products:  Unwanted purchases shall be refunded if returned at the Customer's expense in an unused "as new" condition within 14 days of receipt.
  • Incorrect size / configuration:  Products may be exchanged for another similar product of different size or configuration within 30 days of receipt providing the original purchase is returned unused and "as new" at the Customer's expense.

General Policy Exceptions

  • Products made to Customer Order / Specification:  This includes adapted footwear and Extra-Large ADMs.  Made to order products cannot be exchanged or returned if unwanted.  Please ensure you specify the sizes and all other details correctly.
  • Socks: The warranty on socks is limited to within 3 months of receipt
  • Fixed Bar Clips: The warranty on Fixed Bar Clips is for the whole lifetime of use on a single patient 
  • Where the product is no longer the correct size or configuration for the original patient: C-Pro Direct cannot provide replacement products that are no longer suitable for use on the original patient.  For instance, if the sandal or ADM size is too small for the original patient we cannot provide a replacement unless it falls within the scope of "Unwanted products" as described above.

Distributor Sales

  • Sales to Distributors / Resellers:  The Manufacturing Defect warranty allows for the products being stored by the seller for up to one year.  The "date of receipt" shall be therefore be the "date of "receipt" by the Distributor or Reseller's original customer for the product providing this is within one year of the the date the product was received by the distributor or reseller