Our goods 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 are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Step Flex Trust warrants Step Flex orthotics against breaking, cracking, or splitting for 10 years from the date of purchase. This does not apply where the orthotics have worn thin, been damaged or been modified. To claim, contact Step Flex Trust. If our assessment confirms such a product failure, we’ll replace your orthotics. The 5 years continues from the date of original purchase (it does not reset).
We warrant that you will like your Step Flex orthotics. If not, you can return them for a partial refund. Contact us as soon as you have a problem and ask for our help. In most cases, we can help you solve the issue and move on with the break-in. Returned orthotics must be in original condition (apart from fair wear and tear) and unmodified. The refund will be the amount you paid for the orthotics (excluding postage charges) less $95 per pair. We will not consider refunds more than 60 days after the purchase date unless we have extended this in writing.
In all cases, the sender is responsible for postage costs. You pay for your postage, and we pay for our postage.