Shipping policy

PRODUCT RETURNS  

1. RETURN POLICY  

At OrthoHero, we take great pride in our products, and we want you to be completely satisfied with your purchase. We offer a 30-day return policy on all our items. If you are not happy with a product you bought from OrthoHero.com.au, you can return it for a refund within 30 days of receiving the item.

Please note that if you ordered a bundled package, such as the Braces or Invisalign Kits, it must be returned in its entirety. We cannot accept partial returns for individual items within a package.

Returns are only eligible for a refund or exchange if they are unopened, unworn, and in their original packaging with all safety seals intact.

For items purchased from an authorised dealer, their return policy will apply — please contact them directly for further details. To the extent permitted by applicable laws, products bought from an unauthorised retailer are not covered by our return policy.

2. RETURNS PROCESS  

Refunds will be issued to the original payment method. For exchanges, please return your product for a refund and then place a new order on OrthoHero.com.au for the correct item. For warranty claims, refer to the PRODUCT LIMITED WARRANTY section below.

To initiate a refund request, please visit our Contact Us page, select “Return” from the drop-down menu for the “What Can We Help You With” field, and complete the rest of the form with your order details. Alternatively, you can reach out to our customer support team via email  at hello@orthohero.com.au. In your email, please include: (1) your name, (2) Order Number, (3) the product(s) you wish to return, and (4) a brief explanation of your reason for return. If your request is timely, complete, and not flagged for suspected fraud or abuse, we will provide you with a Return Material Authorization (RMA) tracking number.

We reserve the right to limit returns and to monitor returns initiated from the same name, email address, billing address, mailing address, or IP address. If we suspect that a customer is taking advantage of our return policy or purchasing products for reasons other than personal use, we reserve the right to deny sales or returns to that customer.

 

PRODUCT LIMITED WARRANTY  

1. LIMITED WARRANTY  

We warrant to the original purchaser of the products listed below under "Warranty Periods" that these items will be free from defects in workmanship and materials for their applicable Warranty Period, subject to the following conditions. The benefits provided under this Limited Warranty are in addition to other rights you may have under relevant laws, including the Australian Consumer Law and the Consumer Guarantees Act 1993 (NZ) and the Fair Trading Act 1986 (NZ) in New Zealand (New Zealand Consumer Laws). To qualify for a warranty claim, the following conditions must be met: (a) the product must have been purchased from OrthoHero.com.au or an authorised dealer; (b) you must provide proof of purchase; (c) the product must be returned to OrthoHero (at the address provided at the end of this document); and (d) the product must have been used only as intended and in accordance with the instructions provided.

If a defect arises during the Warranty Period under these conditions, we will, at our discretion, repair or replace the defective product or part. This warranty does not cover defects caused by third-party modifications, repairs, replacement parts, or accessories. Normal wear and tear is not included in this Limited Warranty. We may not be able to replace limited edition or discontinued products; if that is the case, we will replace them with an equivalent model subject to availability. Changes to products and designs may occur between the time you purchased your product and when you submit a warranty claim. Products repaired or replaced under this warranty may or may not include these changes.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You also have the right to have the goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not constitute a major failure.

Our products are also covered by guarantees that cannot be excluded under New Zealand Consumer Laws. If you are a "consumer" under the Consumer Guarantees Act 1993 (NZ), your entitlement to a remedy if a product fails will depend on whether the failure is remedial or of a substantial character. If the failure can be remedied, we may choose to replace or repair the product, or provide a refund if we cannot reasonably be expected to repair the item. If the failure cannot be remedied or is substantial, you may elect to: (a) return the product and receive a refund; (b) return the product and request a replacement with an identical item or one of similar value if reasonably available; or (c) retain the product and receive compensation for the decrease in value due to the failure. You may also be able to claim compensation for other reasonably foreseeable losses or damages resulting from the failure.

2. WARRANTY CLAIM PROCESS  

To initiate a warranty claim, please visit our Contact Us page, select “Warranty/Replacement” from the drop-down menu for the “What Can We Help You With” field, and complete the requested information. Alternatively, you can contact our customer support team at hello@orthohero.com.au with at least the following details: (a) product purchased, (b) Order Number (if purchased directly from OrthoHero.com.au), (c) name of seller (if purchased from an authorised dealer), (d) proof of product purchase date, (e) whether the package is opened or unopened, and (f) a brief description of the issue you are experiencing. If your claim information is confirmed as complete and timely, we will issue you a Return Material Authorization (RMA) tracking number. You are responsible for the cost of return shipping. Once we receive and inspect your returned product, we will notify you via email about the status of your warranty claim. Generally, we will inform you of our decision within 5 to 7 business days after receiving your product.

3. WARRANTY DISCLAIMER  

There are no express warranties other than the LIMITED WARRANTY provided on this page. TO THE EXTENT THAT ANY IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, COULD BE LIMITED AND WOULD NOT BE VOID UNDER APPLICABLE LAW, THESE ARE LIMITED TO THE DURATION OF THIS EXPRESS LIMITED WARRANTY. Some jurisdictions (such as Australia and New Zealand) do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. TO THE EXTENT PERMITTED BY LAW, UNDER NO CIRCUMSTANCES, WHETHER FOR BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, OR OTHER TORT, OR ANY STRICT LIABILITY THEORY, WILL ORTHOHERO BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES. Some jurisdictions (such as Australia and New Zealand) do not permit the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty provides you with specific legal rights, and you may also have additional rights that vary from state to state. No OrthoHero reseller, agent, or employee is authorised to make any modification, extension, or addition to this warranty. This warranty does not apply if you purchased your product from anywhere other than our website or an authorised retailer.