Shipping and Returns

Delivery

Your order will be processed quickly. All orders are shipped securely across New Zealand. We offer the following delivery options.

New Zealand

  • Orders $300 and over (after promotions) - $19.95: 4-7 business days via DHL Express*
  • Orders under $300 (after promotions) - $29.95: 4-7 business days via DHL Express*
  • Customers are responsible for any taxes and duties imposed on items entering New Zealand.

*All orders are dispatched from Australia and typically arrive within the 4-7 day window, subject to both Australian and New Zealand customs clearance procedures.

Orders that are received before 12pm NZST, Monday to Friday, are processed and dispatched on the same day. All products are made in Germany and are stored and dispatched from a Sydney warehouse and sent to New Zealand. Packages are subject to NZ customs regulations, and in some instances there may be slight delays. For further information, please see their website at https://www.customs.govt.nz

Our 30-day Returns and Exchanges

    The following criteria needs to be met for returns and exchanges:
    • You must return/exchange it within 30-days of purchase date
    • All returned/exchanged items must be new, unworn and unwashed. You may try on the products at home to make sure the fit is right but can’t have worn it for activity.
    • All tags and packaging must be in an undamaged, resalable state. If you have removed the tags or no longer have the box unfortunately, we will not be unable to accept the return/exchange.
    • You pay for return shipping. For all exchanges or refunds this applies to your  return. Unless the product is faulty all postage costs will be at your expense.
    • If you feel the product is faulty, please contact us to discuss further.

    Our aim is to ensure you are happy with your Bauerfeind purchase. If you are not satisfied with your product*, you can return and receive a refund** (minus any shipping paid) or exchange it for size within 30-days for your piece of mind. Please click here to process your Return.

    *This offer does not apply to our recovery compression socks or stockings (for hygiene purposes), or any of our custom made products.

    **Partial returns on purchases made with the bundle deals or promotional sales may incur a handling fee equivalent to the discount originally applied.


    Bauerfeind reserves the right to refuse to refund or exchange products that are used, washed, damaged or not in their original packaging. In some exceptional circumstances, there may be a restocking fee.

     

     


        How to request an exchange

        If your exchange matches the above criteria you can request a return send an email to info@bauerfeind.co.nz and include the following information:

        1. The name used on the order.
        2. Your order number.
        3. A contact phone number.
        4. A detailed description of the problem.
        5. Photos where appropriate.

        Once your exchange has been approved we will provide an address for you to send the goods back. Your exchange or refund will be processed quickly.

        *Please note: We can only accept exchanges for purchases made from the www.bauerfeind.co.nz website and not from our clinical or retail partners. Please contact the place of purchase for their return policy.

         

        Product Warranty

        Bauerfeind warrants that all goods will be free from manufacturing defects for a period of 12 months from date of purchase for Orthopedic (E.g. Supports and braces) products and 30 days for Phlebology (E.g. VenoTrain Compression Stockings) products. Normal wear and tear or incorrect usage of the product is not considered a defect. The sole remedy for any breach of this warranty will be for Bauerfeind, at its option, to either replace the affected goods or refund to you the purchase price.