Warranty

PODCAD stands behind the quality of every orthotic we manufacture. If something isn’t right, we want to hear about it, and we’ll work with you to put it right.

Our commitment

Every device is designed by our clinical team and manufactured in our Port Lincoln lab to the prescription you supply. As podiatrists ourselves, we know a device has to work in the clinic, not just leave the lab. If a manufacturing fault is found, we’ll fix it.

Fault replacement

If a fault is identified at the initial review, we will replace the device free of charge, provided you let us know within four weeks of the original dispense date.

A fault is a defect in materials or workmanship, or a device that doesn’t match the prescription supplied. Examples include a shell that has cracked or delaminated, a top cover that has lifted, or dimensions or modifications that differ from what was ordered.

How to request a replacement

1. Contact us by phone or email as soon as the fault is identified, and within four weeks of the original dispense date.
2. Include your clinic name, the patient reference or order number, the dispense date and a short description of the issue. Photos are helpful.
3. Our clinical team will review the details and confirm the next step. We may ask you to return the device so we can assess it.
4. Once a fault is confirmed, we’ll manufacture the replacement free of charge and send it to your clinic.

Practitioner support

Not every issue is a fault. If a patient is finding a device uncomfortable, or their presentation has changed since the original prescription, talk to us. Our clinical team can work through the case with you and help decide whether an adjustment, a modification or a new prescription is the right next step.

Adjustments and remakes that aren’t covered by this warranty may be charged. We’ll always discuss this with you before any work begins.

What isn’t covered

This warranty covers manufacturing faults. It doesn’t cover:

• normal wear and tear, including the gradual wear of top covers
• devices that have been adjusted, modified or repaired by anyone other than PODCAD
• damage caused by misuse, accidents, heat or use in footwear the device wasn’t prescribed for
• changes in a patient’s condition, foot shape or footwear after the original dispense date
• issues that result from inaccurate or incomplete prescription, scan, cast or measurement information supplied with the order

Your rights under the Australian Consumer Law

The benefits of this warranty are in addition to any other rights and remedies you have under the Australian Consumer Law and other applicable laws. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact

To make a warranty claim or talk through an issue, contact PODCAD (Podcad Industries Pty Ltd), Port Lincoln, South Australia. Call 0417 081 409 or email [email protected], Monday to Friday, 9am to 5pm (South Australian time).