BELOW ARE THE STEPS TO PROCESS A RETURN:
Send an email to email@example.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: motioncare360.com (operated by DJO UK Ltd) reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging, and/or returned more that 30 days from dispatch.
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.
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 firstname.lastname@example.org 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 on the numbers above. 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 ParcelForce/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.