Customer Service
Phone: 0800 8 048 048 | Select option 2
Hours Available: Monday to Friday | 8:30 a.m. - 5:00 p.m.
Fax: 01483 459470
Search Tips
BetterBraces.co.uk's online shoppers have two ways to search the site.QUICK SEARCH - Located at the top of every page, the Quick Search box allows you to search the entire site. Just enter a keyword, specific product name, brand name, item #, etc.
BROWSE BY CATEGORY - Our website is organised by categories and sub categories. You can easily find the items you are looking for by choosing the topic that fits best from our list of categories located on the left hand side of every page on the website.
How to Place an Order
Every product listed on our website has an "Add to Cart" button located on the product detail page. Click the button to have it added to your shopping cart and proceed directly to a list of all items in your shopping cart. You can choose to continue shopping, update the quantity of product you wish to order, or proceed to the checkout page where you can provide billing/shipping information and complete your purchase.All taxes and shipping charges will be provided during checkout prior to purchase.
Backordered Items
BetterBraces.co.uk strives to maintain high inventory levels to satisfy all customer orders. Sometimes, however, demand can exceed supply, and a product will be listed as "Backordered." Backordered products will be shipped as soon as possible, and may go out separately from the rest of your order depending on the estimated arrival of new inventory.If your order ships separately you will not be billed additional shipping and handling for this second shipment.
Discounts and Promotions
BetterBraces.co.uk will periodically offer special discounts and promotions to our loyal customers. To take advantage of these promotions simply enter the Coupon Code that accompanies the offer into your shopping cart or during checkout prior to payment. Some discounts will be shown immediately from your shopping cart and throughout the website and special discounts such as shipping promotions will be calculated during checkout prior to payment.Check Order Status
Simply provide your account number or email address and billing post code and we can track your order. Order statuses and shipments are typically updated within 24 hours.Payment Methods
BetterBraces.co.uk accepts Visa, MasterCard, and American Express.You can order items via the following methods:
Web site: http://www.BetterBraces.co.uk Phone: 0800 8 048 048 Fax: 01483 459470
We do not accept cheques or cash when receiving orders placed by phone or on our website.
Secure Transactions
BetterBraces.co.uk is a VeriSign Secured site. All information sent to us is sent over a secure server where personal data is encrypted, protecting against disclosure to third parties.BetterBraces.co.uk takes online security very seriously. Our website uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure webpage to a secure application on our server.
Credit card numbers are securely encrypted and stored on our secure database servers until the order has been processed in our main data environment.
CANCELLING YOUR ORDER
To cancel a booked order, please call our customer service team immediately on 0800 8 048 048. Please advise them of your order number and as long as the goods have not left our warehouse. We will cancel the order for you.Please note that the refunding of payments can take up to 10 - 14 working days as the funds can take up to 7 working days to reach our bank account before they can be refunded on the payment gateway.
Security & Privacy
BetterBraces.co.uk does not and will not disclose any personal information such as name, street address, email address, and purchase history to any third parties. We take personal privacy very seriously. Our website is also a GeoTrust Secured site meaning our orders are processed online using industry standard SSL encryption provided by the most trusted name in online security.Cookies & How We Use Them
Cookies are small pieces of information stored on personal computers for tracking purposes. BetterBraces.co.uk uses these cookies to track promotions/marketing campaigns as well as a unique ID used to track your visits to our site. Cookies can remain on a single computer, but are NEVER used to store sensitive customer information such as passwords, addresses, e-mail address, phone numbers, credit card information, etc.Receive a Copy of Your Order
If you did not print order details upon placing your order, you can call our Customer Care Center at 0800 8 048 048 or email us at to receive a copy. E-mail confirmations containing your entire order are emailed to the email address you provided at checkout. You can also view the status and information of your order by using the "My Account" link on the top of this page to access complete order history.
Standard shipping is £2.99 and free shipping on all orders over £40.
Below are the steps to process a return:
Step 1.
Send an email to ukorders@djoglobal.com with the subject line "Return Authorisation Request" and please include the following information.
A. Your order #
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU number(s)
D. The reason(s) for your return. To expedite your return, please provide a specific reason for each and every item you are sending back.
You may use the following list to help you:
- Product not as expected
- Exchange for upgrade
- Duplicate Order
- Ordered wrong size
- Ordered wrong product
- Ordered a different size and returning what does not fit
- Defective Item
Please note: BetterBraces.co.uk reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging.
Step 2.
We will respond within 1-2 business days via email (phone call if no email address on file) with your Returns Authorisation (RA) #. You'll be given detailed instructions of where to send your package and reminding you to write your RA# on an address label OUTSIDE OF THE BOX you will be using to ship the item back to us in. Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in re-saleable condition. It is recommended that you send your return package insured with a service that provides a tracking # as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.
Step 3.
Once we have received and processed your return we will provide a refund via your original form of payment. You will be notified via email of this credit if we have your email address on file. Please note: We cannot refund shipping charges or return postage. It can take 2-3 weeks from the time we receive your item at our return facility to process your credit. If it's been over 3 weeks and you still don't have your credit, email ukorders@djoglobal.com with your tracking information so we can research this for you and your request will be expedited.
Lastly, if you prefer to call vs. email, please feel free to do so. We just find it easier to handle these requests via email as it takes time for us to generate a RA#. Rather than having you wait for a call back from us, we find we can provide a better experience for our customers if they initiate this process via email. Again, feel free to call us at 0800 8 048 048 if you need to. We are here to help.
Additional Information About Returns
If you receive your order and the item(s) are faulty/damaged or we sent you the incorrect item(s) our Customer Service team will organise for the goods to be picked up by Interlink Express/UPS couriers. If you are returning the item because it is the wrong size or do not want the item anymore, you are responsible for organising the return and the associated shipment costs. You will also be charged a 15% restocking fee.
Step 1.
Return the original order/item for a refund.
Send an email to ukorders@djoglobal.com with the following information.
A. Your order #
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU or product number(s)
D. The reason(s) for your return.
Please note: BetterBraces.co.uk reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging
We will respond within 1-2 business days via email (phone call if no email address on file) with your Return Authorisation (RA) #. You'll be given detailed instructions of where to send your package and reminding you to write your RA# on the address label on the outside of your box. Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in re-saleable condition. It is recommended that you send your return package insured with a service that provides a tracking # as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.
Once we have received and processed your return we will provide a refund via your original form of payment. You will be notified via email of this credit if we have your email address on file. Please note: We cannot refund shipping charges or return postage. It can take 2-3 weeks from the time we receive your item at our return facility to process your credit.
Step 2.
Our Customer Service team will process a new order of the 'exchanged' goods to be sent out (you do not need to place a new order on the website). If the new order is for a different product of a different price, a credit card transaction either refunding or charging the difference must be made. Freight is not charged if we are responsible for the reason of the exchange.
Step 3.
Upon receipt of the return, Customer Service will generate a credit note to be applied against the original (first) invoice.
Additional Information About Returns
If you receive your order and the item(s) are faulty/damaged or we sent you the incorrect item(s) our Customer Service team will organise for the goods to be picked up by Startrack courier. If you are returning the item because it is the wrong size or do not want the item anymore, you are responsible for organising the return and the associated shipment costs. You will also be charged a 15% restocking fee.
Price Match Guarantee Terms and Conditions
This guarantee does not apply to shipping charges. If the competitor limits quantities we reserve the right to do so as well, and if the offer is footnoted by "while supplies last", we reserve the right to confirm that the competitor still has the item in stock. Our Price Match Guarantee does not apply to competitor's bonus offers, Ebay auctions, free offers, auction websites, non-retail(wholesale) websites, private sales, special orders, typographical errors, clearance sales, liquidation sales, mail-in rebate offers, or where a service commitment is included in the transaction.Internet competitor offers must include shipping and handling charges as the basis for comparison. Additionally, we must be able to verify that it is the exact same product in brand-new condition.
Price match guarantee does not apply to non web-based stores.
Price matching is subject to providing proof of the manufacturer's part number and availability of the product. (i.e., current dated advertisement, register receipt, copy of webpage or catalog page) of a lower price, plus your original receipt to claim your refund for previous purchases. The terms of this guarantee are subject to change without notice.
| Product Family | DonJoy | ProCare | Aircast |
|---|---|---|---|
| Rigid Bracing | |||
|
Armor, Legend and 4Titude Associated soft goods* |
12 months 6 months |
n/a n/a |
n/a n/a |
| Softgood | 6 months | 6 months | 6 months |
|
Elastic Walker Boots Neoprene/Drytex Post-Op Bracing Cold Therapy |
6 months 6 months 6 months 6 months 6 months |
6 months 6 months 6 months 6 months n/a |
6 months 6 months 6 months 6 months 6 months |
| Custom Bracing | Defiance | n/a | n/a |
|
Frame & Hinge Associated soft goods* |
Lifetime 6 months |
n/a n/a |
n/a n/a |
* Soft goods accessories for rigid and functional bracing requested beyond the 6 month warranty will be sold separately.
What information do you collect?
The information that you give us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. This information will be used to make our future marketing efforts more efficient. This information may also be shared with other marketers to bring you offers of interest. If you prefer that we do not share your name and address with other marketers, please email us at ukorders@djoglobal.com.Where do you collect the information?
There are two areas on our site where we collect the personal information:- the Check Out page
- Email Promotion List.
What do you do with the information?
Once we have collected the above information, it is used to process orders, to communicate with you about your order, and to provide future notification to you of special offers or promotions. We also use it to improve our website. We may provide statistical information about buying patterns and traffic patterns to others, but this data does not include any personal information.How and why do you use "Cookies"?
"Cookies" are a type of information that is stored on your hard drive via your web browser. The "cookies" that BetterBraces.co.uk uses do not contain any personal data such as credit card information, passwords, or even your name or address. Cookies simply help us to identify your session on the site. They also help us maintain specific visit information about you without forcing you to register or to give personal information.However, you should have the option of disabling "cookies" through your browser. This is a function of your computer, so the manner in which to turn the "cookies" off is quite individual and thus, cannot be addressed here. Please realise, if you choose to disable the "cookies" we will not be able to personalise your experience with us at BetterBraces.co.uk nor can we guarantee a complete login, registration or shopping experience.
Receiving Email Promotions and Information From BetterBraces.co.uk
We periodically send emails to our customers to help keep you informed of new products, features and/or special promotions. In every email that we distribute, we include instructions on how to remove [unsubscribe] your email address from the distribution list.Secure Credit Card Transaction Processing
Our web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure web page to a secure application on our server. Once on our server, your credit card number is saved only long enough for us to process and approve the transaction. During the final stages of ordering online, you will see an unbroken key or locked padlock at the bottom of your browser window and https:// in the location window at the top of your browser. Both of these indicate that the page you are on is secured using SSL encryption to communicate with our secure web server. Because SSL encryption slows down a web site, it is only used in the final stage of ordering, before and after you enter your credit card information. You will not see these security indicators until you begin the checkout process and indicate that you prefer to order online with a credit card.Acceptance of Privacy Policy Terms & Conditions
By using our web site, you consent to the collection and use of this information by BetterBraces.co.uk. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of our policies.How to cancel your order?
To cancel a booked order, please call our customer service team immediately on 0800 8 048 048. Please advise them of your order number and as long as the goods have not left our warehouse. We will cancel the order for you. Please note that the refunding of payments can take up to 10 - 14 working days as the funds can take up to 7 working days to reach our bank account before they can be refunded on the payment gateway. .
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