CUSTOMER CARE

RETURNS AUTHORISATION INFORMATION

Please complete the below form to request a Returns Authorisation Document, prior to returning your goods.
Once your request has been reviewed and approved, the Return Authorisation and detailed return instructions will be emailed to you.
When your goods and authorisation have been received and inspected to confirm compliance with the returns policy, a credit note will be processed.
Enovis is not responsible for processing any returns received without a Returns Authorisation.

Access the Returns Authorisation Request Form HERE

Returns Policy

For a full credit to be granted, goods must be returned:

  1. Within 30 days from date of invoice;
  2. In their original/saleable condition;
  3. In the original packaging inside a shipping carton;
  4. With the Returns Authorisation (RA) issued by Enovis included with the goods;
  5. Without written markings, tape or tampering on the original packaging;

If you are returning a faulty, damaged, or incorrectly supplied item, please clearly describe the issue in the form field and upload photographs. If approved Enovis will cover the packaging and postage costs.

Note the following conditions for return:

  1. Photos of faulty and damaged goods are required before we can send you a postage or courier collection label. Any claims for faulty or damaged goods made after 7 working days of receipt will not be accepted.
  2. Enovis will not accept any responsibility for unsolicited returns. For Enovis to accept any returns, the goods must be unused and returned in their original condition and packaging.
  3. All goods must be returned at the purchasers' expense with a Return Authorisation label.
  4. Enovis is NOT responsible for returned goods lost in transit. Please use a reliable service to return your products.
  5. A 15% or $50 (capped) restocking fee will be applicable on all returns received after 30 days from date of invoice except for faulty items and damaged goods.
  6. No returns will be accepted after 90 days (3 months) unless the item is faulty and under warranty.
  7. For health and hygiene reasons, there are no returns or exchanges on items that are used, unless exhibiting a genuine manufacturing fault.
  8. We reserve the right to charge you for any postage costs incurred for returns should a return be declined or for any part of the items not sent back with the product.

Please retain tracking information for all items sent back to Enovis.

We will issue a credit on your account upon arrival of goods in our warehouse and approval of return.

Enovis is under no obligation to accept return of goods that are discontinued, were specially ordered in or were on promotional sale when purchased.

Warranty Policy:

Enovis DonJoy Store, trading as DJO Global Pty Ltd ("The Company") will warrant all goods in line with the Manufacturer’s Warranty, provided the goods have been used in accordance with the user instructions. Warranties cover parts and materials used in the manufacture of the product. Warranties will not apply to defects resulting from improper use, operator error, use outside of manufacturer’s specifications and the limits of products intended use. Maintenance and cleaning instructions must be followed to ensure warranties remain valid. Please contact the Service & Repairs Team for Warranty details on goods in our range not listed below. If the purchaser has identified the product is faulty within the warranty period, they must notify Service & Repairs Team immediately with details of the fault and Invoice details. Enovis cannot provide warranty on goods without Invoice details.

Warranty Period:

The warranty period commences on the date of shipment. Enovis’ obligation for this Limited Warranty is to repair or replace a defective product at no charge to the customer, or to credit customer’s account for the purchase price paid for the defective product, at Enovis’ discretion, which is customer’s exclusive remedy.

To obtain service from Enovis or the selling dealer under this warranty:

A written claim must be made within the warranty period to the Company or the selling dealer.

Written claims made to the Company should be sent to Enovis service and repairs.

Warranty Clause:

  • Warranty periods start from date of original purchase
  • Warranty periods start over when replacement product shipped
  • Normal wear and tear during usage of product not considered a defect

All warranties are subject to the IFU, any amendments automatically update the warranty and supersedes any marketing material

Warranty Exclusions:

Replacement parts or labour furnished by anyone other than the Company, the selling dealer or a Company service technician

Defects or damage caused by labour furnished by someone other than Company, the selling dealer or a Company service technician

Any malfunction or failure in the Product caused by product misuse, including, but not limited to, the failure to provide reasonable and required maintenance or any use that is inconsistent with the Product User’s Manual

THE COMPANY SHALL NOT BE LIABLE IN ANY EVENT FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES.

The Company does not authorize any person or representative to create for it any other obligation or liability in connection with the sale of the Product.

Any representative or agreement not contained in the warranty shall be void and of no effect.

THE FOREGOING WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

This limited warranty does not apply if the defective product (i) is subject to abuse, neglect, misuse or accident, (ii) has not been used in accordance with written instructions for use, (iii) was not purchased from Enovis or an authorized dealer, (iv) was modified from its original configuration or repaired or altered by anyone other than Enovis or a person authorized by Enovis.

ENOVIS HEREBY DISCLAIMS ANY OTHER EXPRESS OR IMPLIED WARRANTIES NOT SET FORTH IN THE FOREGOING LIMITED WARRANTY, INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.



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