Customer Service

Exchanging item(s) is a two-step process and handled as two separate orders. Below are the steps to process an exchange:

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.

Quite simply, we want your purchase to work for you. Our 30 Day Return Policy means that should you not be completely satisfied with your purchase, simply return the unused item in its original packaging within 30 days of the purchase date for a refund of the full purchase price (minus shipping & handling). BetterBraces.co.uk reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging.

BetterBraces.co.uk works hard to bring you low prices. If you have found a better price for an item at another authorised dealer in the UK we will match it - Guaranteed! In order for us to match the price please email a link of the competitor's website to ukorders@djoglobal.com and we'll confirm their price is lower. We'll then contact you with further instructions. This is not an automated process, but we will respond as quickly as possible.

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.

Buy more! Save more! You can now save as much as 15% or more by ordering multiple quantities of the same product (this includes left or right and different sizes of the same product). This is a great way to save for those who are purchasing for teams or large groups. For larger quantities of the same product, please contact ukorders@djoglobal.com.

At BetterBraces.com, our return policy is congruent with industry standards, with some products enjoying extended guarantees. Our products have a limited warranty from the date of purchase (see table below) against defects in materials and workmanship. Normal wear and tear during the usage of a product is not considered a defect.

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.