Australian consumer law: 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.
Product warranty: We warranty our 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 10 years continues from the date of original purchase (it does not reset).
Satisfaction warranty: We warrant that you will like your Step Flex orthotics. In the rare situation where this is not true you can return them for a partial refund. Contact us as soon as you have a problem and seek our assistance. 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 satisfaction refund will be the amount you paid for the orthotics (excluding postage charges) less $95 per pair. No satisfaction refund will be considered after 60 days from the purchase date, unless we have extended this in writing.
Postage cost: In all cases, postage costs are the responsibility of the sender. You pay for your postage and we pay for our postage.
Health insurance: Some funds pay a rebate on our orthotics. Some don’t. Step Flex is a manufacturer of orthotics. We are not a medical provider. In many cases we do NOT have a ‘provider number’. We make no promise that you will be able to successfully claim a rebate from your health fund. Please refer to our web-site for the latest information about what health funds have told us.
Medical device: Step Flex are included on the Australian Register of Therapeutic Goods as a Class 1 medical device. We do not diagnose any medical conditions or give medical advice. The orthotics are not guaranteed to correct any particular condition, and some discomfort or pain may occur during the adjustment period. If pain persists, see your medical professional.
GST: All prices include GST where applicable. As a medical device (exemption code B42) Step Flex orthotics are GST-free within Australia.
Privacy: We respect your privacy. We will not disclose your information to anyone (unless required by law). We may send you an email in about 12 months for your feedback.