Our no-risk, unconditional 60-Day Money Back Guarantee allows you ample time to see if your investment in your health is doing the job you expect and deserve. If, after trying the product within this time frame, you are not completely satisfied, you may exchange the item or return the product for a refund of the purchase price (minus shipping & handling). Please note:
- We do not charge restocking fees
- It is the customer’s responsibility to pay for return shipping
- You have 60 days from the date of delivery to return an item
- The DonJoy Defiance Custom Knee Brace does not qualify for the 60 Day Money Back Guarantee because it is custom made
How to Return an Item
Send an email to Service@BetterBraces.com with the following information. Click here to initiate the return process
A. In the subject line put “Return Authorization Request”
B. Your order # (begins with 1000)
C. Your name, address, phone number
D. The item(s) and quantity you are returning. Please include item or SKU number(s)
E. 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
We will respond within 1-2 business days via email with your Returns Authorization (RA) #. You’ll be given detailed instructions of where to send your package and reminding you to write your RA# on the outside of your box. 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. If it’s been over 3 weeks and you still don’t have your credit, email email@example.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 800-553-6019 if you need to. We are here to help.
Need to make an exchange? Click Here