Nova Orthotics provides a 3-month warranty on your device/s from the date of the initial fitting appointment. If the fitting appointment is postponed by the client, the fit and function is assured from the initial fitting appointment date and not the rescheduled date. The cost of our devices include three appointments: initial consultation, fitting and one review appointment within 3 months of receiving your device. Any additional appointments, or appointments needed after 3 months to review, repair, or alter the fit or function of the orthoses will be invoiced. 

3D print AFOs are a new technology that is continuously improving. They can crack or break and may not be suitable for larger and more active kids.

• Currently 5% of our 3D print orthoses have experienced breaks in the last 12 months, in comparison to <0.5% in traditional polyprop designs.

• Almost all breakages are occurring in bigger AFOs made for children over 8 years of age.

Ability Made offer an 8-month “no questions asked” warranty on their 3D printed devices and will replace any failed devices within this time like-for-like. Remade devices will have a continued warranty for 8 months from the initial appointment of the original orthosis. If you experience a break in your orthoses, we will send you a form to complete to gather information on the break and to help improve the design of your AFO. The form will ask for details on how the orthosis broke and for photos of the break. We will also ask for photos of your child standing in their current orthoses to help the orthotists assess whether the child is outgrowing their orthoses.

You will be asked to consider two options:

Replacement under warranty:

• Ability made will re-print your AFO (please note no alterations to the shape and design can be made to reprints). 

• Nova will book a fitting appointment for you to have your AFO refit in approx. 3 weeks. This appointment and any follow-up review appointments will be invoiced.

Important Note: Given that our clients are children who are continually growing, a reprinted AFO may not fit as expected even if it fit well before. In such cases, a new AFO may need to be made to accommodate growth. Please note that this would be charged at the standard rate.

New Device:

If your child has grown, you may choose to have a new custom device made at this time. Signs your child has outgrown their device include:

• Toes close to the end of the toe plate 

• Rubbing or discomfort 

• Red marks 

• Top of the brace sitting lower on the leg

If you choose to have a new device made a casting, fitting and review appointment will be booked as per normal. Your device/s will be invoiced for as per normal.

For Off the shelf devices, warranty is covered as stipulated by the manufacturer. If you have a problem with your device, please contact us and we will liaise with the manufacturer and organize a replacement device if necessary.

The footwear warranty covers defect of workmanship and materials, but does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colours and material through time, exposure or extensive use.

Where a fault is discovered in a product, contact us with the details of the fault and we will work with you and our suppliers to investigate the fault and to arrange for a repair or replacement. The replacement will be for the same product purchased initially, or with an existing comparable model. Repaired or replaced products are covered for the remainder of the original warranty.

The manufacturer guarantee for workmanship faults is covered from:

30 days from supply for Duna shoes (and other shoes purchased through Well & Able)

90 days from supply for Billy shoes (and other shoes purchased through Every Human)

90 days from supply for Schein shoes

Exchange and Return Policy

If the shoes do not fit, are not what you wanted or you have changed your mind, you are able to return the shoes to Nova Orthotics for a refund or exchange.

Items must be returned within:

14 days from supply for Duna shoes (and other shoes purchased through Well & Able)

30 days from supply for Billy shoes (and other shoes purchased through Every Human)

14 days from supply for Schein shoes

Limitations:

Items must be returned in their original condition (unworn and with original packaging and tags attached).

Special orders (not stocked by Nova) are subject to a RESTOCKING fee of $45 to cover the cost of shipping back to the supplier.

Custom orders (made to order) are not able to be exchanged or returned as these have been specifically made for an individual.