Knee Shop Return Policy
You may return “most” (click here for a list of non-returnable items) items sold by the Knee Shop within 30 days of the date of purchase. With returns for “credit only,” there is a 15% restocking fee when you are refunded. Please follow the return instructions below so that you are not charged a higher restocking fee. If you are exchanging for another product, your restocking fee is waived. Click here for exchange information.
How Do I Return My Brace?
1) Check to make sure that you are within the 30 day window to process your return.
2) Check to make sure that your item is not on the non-returnable items list.
3) Check to make sure that your item is in “new” condition, meaning it has just been tried on.
4) Check to make sure that everything (including instruction manuals) that came in the original shipping box is returned.
5) Check to make sure the product is not damaged.
6) If you have not created a password to login, click on the RMA (Return Merchandise Authorization) Link and enter in your order ID and email address and follow the instructions. If you have a packing slip without a KneeShop Logo, use the PO# or purchase order # as your ID number. You will receive an email with instructions on how to return your brace. If you have an account, please click on the “Customer Account” link below and login. Click on the RMA tab to start the return process. Your item must be received by the Brace Shop 14 days from the date the RA # was provided.
Guest Account:
Click Here to Start Your Return Merchandise Authorization
Customer Account:
Click Here to Sign In To Your Account to Process Your RMA
NON-RETURNABLE ITEMS
Cold Therapy Units and Parts (Pads, hoses, etc)
Compression Shorts
Electrodes
“Any” Item that is not in new condition
KNEE SHOP EXCHANGE POLICY
You may request to exchange “most” (click here for list of non-returnable items) items sold by the Knee Shop within 30 days of the date of purchase for a comparable* item. With exchanges there is no restocking fees or any other processing fees. The only thing you are responsible for is shipping fees. You can use one of our pre-paid labels by logging into your account which will charge the card on file once the label has been used. The Knee Shop charges $7.95 within the Contiguous U.S. for standard shipping to send out your exchanged item once your return is processed. For international exchanges, the Knee Shop charges $39.00. If your exchange needs to be processed faster, please place that information in the customer comments area of the RMA form. Please follow the exchange instructions below so that you are not charged a restocking fee.
* Exchanges may be treated as a return if the item is not considered “comparable”- ie: if you purchase a $300 brace and exchange it for a $30 brace, if you purchase a shoulder brace and exchange it for a knee brace, or if you buy an ACL knee brace and exchange it for a compression knee sleeve. The Brace Shop has the right to use discretion in this matter and will process your exchange as a return and help to place your second order.
How Do I Exchange My Brace?
1) Check to make sure that you are within the 30 day window to process your exchange
2) Check to make sure that your item is not on the non-returnable items list
3) Check to make sure that your item is in “new” condition, meaning it has just been tried on
4) Check to make sure that everything (including instruction manuals) that came in the original shipping box is returned.
5) Check to make sure the product is not damaged.
6) If you have not created a password to login, click on the RMA (Return Merchandise Authorization) Link and enter in your order ID and email address and follow the instructions. If you have a packing slip without a KneeShop Logo, use the PO# or purchase order # as your ID number. You will receive an email with instructions on how to return your brace. If you have an account, please click on the “Customer Account” link below and login. Click on the RMA tab to start the return process.
Guest Account:
Click Here to Start Your Return Merchandise Authorization
Customer Account:
Click Here to Sign In To Your Account to Process Your RMA
REFUSING A PACKAGE
Please do not refuse a package that was rightfully sent to you. Please follow the correct procedures using the RMA link or you will be subject to a 25% restocking fee and the shipping charges incurred for the item coming back to us.
If the Brace Shop is not aware that an order has not been received within 30 days from the date of order, the customer will receive store credit only.
SHIPPING FEES FOR RETURNS AND EXCHANGES
In order for the Knee Shop to maintain the lowest prices online, we ask that customers ship their items back to us. You may use our pre-paid label service which will charge the card on file for your order.
If you are exchanging for another product, a standard shipping charge of $7.95 within the Contiguous US will be incurred unless a faster shipping method is requested.
For international shipping, there would be a charge for $39 US.
SIZING ISSUES WITH MY PRODUCT
The Knee Shop provides sizing charts that are recommended from the manufacturer of the product. We cannot guarantee sizing but we make it our best effort to try and get you the right brace the first time. If not, we can always help you exchange it for another size. Customers are responsible for shipping both ways if there is a sizing issue with the product.
KNEE SHOP SENT THE WRONG ITEM
First, we apologize if that does happen. Second, the Knee Shop is fully responsible for all shipping costs incurred due to the incorrect item being shipped. Please call us at (866) 325-8045 so that we may rectify the situation immediately.
WARRANTY ISSUES WITH MY PRODUCT
All of our manufacturers provide the highest quality products available and we want to insure that our customers are completely satisfied. If there is a defect in your product because of materials or workmanship, please contact us through our Return Merchandise Authorization link below and select warranty as a reason for your return and a customer service representative will follow up with a solution within two business days.
Guest Account:
Click Here to Start Your Return Merchandise Authorization
Customer Account:
Click Here to Sign In To Your Account to Process Your RMA
For more information visit Knee Shop
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