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Keeping you mobile and in motion – for better quality of life!

FAQ

FAQ

What are my shipping options? What are the costs? What are standard shipping times? 

All Knee Walker Products are shipped Australia wide at a flat rate fee of $11.00. All you have to do is place your order, and you can expect to have your knee walker products at your door within 2 – 3 business days. For all WA and NT orders expect a 5-10 business day delivery time.

Am I able to Hire a Knee Walker?

Please refer to our distributor network for hire options: Distributors.

When will I be billed?

You will be billed at the time you place your order. If you are unsatisfied with your purchase, inform us immediately so we can resolve the problem promptly.

Will private health insurance cover my product purchase? 

Many health insurance providers may cover some cost of your purchased product. Please check with your health insurance provider for clarification. 

Product Warranty & Returns

At Knee Walker Australia, our return policy is congruent with industry standards. 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. If you have a product warranty or return please follow the instructions in the return policy and email to sales@kneewalkeraustralia.com.au. If you prefer to call, please feel free to do so.

Product Warranty Period
Freestyle Knee Walker 3 months
OrthoStep Tall with Air 3 months
Waterproof Cast Protector 3 months
Compression Stockings 3 months
Crutches 3 months

 

KNEE WALKER AUSTRALIA RETURN POLICY

Step 1.   Send an email to sales@kneewalkeraustralia.com.au 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 description & colour.
D. The reason(s) for your return. To process your return, please provide a specific reason for sending back item (s).

You may use the following list to help you:

  • Product not as expected
  • Exchange
  • Duplicate Order
  • Ordered wrong size
  • Ordered wrong product
  • Faulty Item

Please note: sales@kneewalkeraustralia.com.au reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging. 

Step 2.   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.

Step 3.   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 sales@kneewalkeraustralia.com.au with your tracking information so we can research this for you and your request will be dealt with quickly.

Lastly, if you prefer to call than 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 1300 527 127 if you need to. 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 a 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. A 15% restocking fee may apply on some items.