Delivery and Returns
Please find below details of our delivery service, returns policies and general trading terms and conditions for consumers.
(Please note: for organisations and businesses, some of these terms may be different. Please contact us for more details including returns process and costs.)
Order Processing & Dispatch
Most orders for stocked lines received before 1pm, Monday to Friday are processed and dispatched the same day. Our standard service is next day delivery between 9am – 5pm. Non-standard orders, such as printed Manosplint sheets, maybe dispatched within 2 working days. If you require next day service before a specific time, we can offer this but please contact us for a quote before placing your order.
Please note that some product lines offered on our website are stocked in our overseas warehouses and will take up to 2 weeks for delivery. This is indicated within the product description.
Under the Distance Selling Regulations, we have up to 30 days to deliver to you but please be assured that all efforts are made to dispatch and deliver as quickly as possible – usually within 48 hours.
Delivery Partner
MedFac Orthotics primarily use DPD as the delivery provider so that you can be assured of high-quality service with tracking information and mobile SMS updates.
Drop Ship Items
Due to the wide range of items we offer our customers, we do not hold all items in stock at our warehouse in Aldershot, UK. Items with 2 - 3 weeks delivery times require us to drop ship the items. Please ask us to quote your carriage charge (at cost) before ordering.
Out of Stock Lines
Occasionally, we might be out of stock of an item. In this situation, we will contact you by email or phone and offer the option to cancel your order and receive a full refund, offer a suitable alternative, or you may choose to wait for the item to come back into stock.
Returns Policy
Under the Consumer Rights Act 2015, you have 14 days from receiving your order to change your mind and to receive a full refund. This right does not apply to any product that has been inspected beyond the handling necessary to see if the goods are as expected. Please note that if you cancel your order within 14 days of delivery, we will refund any standard postage paid but you will be responsible for any postage paid for return delivery of the goods. To enable us to accept returns, they should be returned to us within 14 working days of notifying us that you wish to return the order.
Change of Mind, Wrong Size or Unsuitable Items
We understand that occasionally you may order an item and that on receipt you feel that it is unsuitable, the wrong size for you or just isn’t what you were expecting. We will provide the full refund as long as the item is unused, in it’s original packaging, in it’s original condition and suitable for re-sale. You need to take reasonable care when returning the item to ensure it arrives back in re-saleable condition. As such, we recommend that you take out a tracked, insured return.
Damaged on Arrival or Incorrect Goods Received
Please accept our apologies if you receive an item that has been damaged in transit or is the wrong item (eg incorrect size or colour to that ordered). Please call us immediately if this has happened. We may require proof of damage (eg, a photo of damage). If you have received the wrong item(s), we will check part numbers and descriptions to confirm the incorrect item was sent to you. We will then organise a return of the product and a replacement or refund once the original incorrect order has been received back with us.
Faulty Items
If a product becomes faulty, the Consumer Rights Act 2015 applies. If it is within warranty, we will need to receive the item back to replace or repair it. Please see below.
Your questions answered
What is an Orthotist?
An Orthotist is a qualified healthcare professional who is able to assess an individual’s need to reduce pain/discomfort, aid movement and correct deformity.
What are Orthoses?
Orthoses are a wide range of devices which are provided to aid recovery, prevent injury or manage a condition. Orthose include insoles, braces for different joints, splints, AFOs (Ankle Foot Orthoses), callipers, specialist footwear, spinal braces/jackets and protective helmets. Medfac UK are able to supply all Orthoses.
How does the Booking process work?
If you’re a new patient, your initial consultation will be a 5–10 minute video call with one of our trained orthotists. During this call, they will discuss the next steps and arrange a follow-up in-person consultation if needed.
How do I know which appointment to book?
If you’re not sure what type of appointment you need, don’t worry—our initial 5–10 minute consultation lets our experts discuss your concerns and identify the best next steps for you.
What if I’ve already been referred?
If you’ve already been referred to Halo Medical or Florence Paediatrics, there’s no need to book another appointment—you should already be in our system with a booking confirmed. If you have any questions before your appointment, please contact us by phone at +44 333 034 7400 or email [email protected].
How are Orthotists accredited?
Orthotists are all registered with the Health and Care Professions Council. You can check their credentials here. Our Orthotists are also registered with the British Association of Prosthetists and Orthotists (BAPO), the national governing body representing prosthetists and orthotists within the UK.
How long will it take for my orthosis to be made?
Manufacturing times can vary depending on the complexities of the orthotic device required. Your orthotist will be able to give you a more specific timeframe at your appointment. We aim to have the orthosis made and fitted as soon as possible, at a time to suit you.
Across the whole of MedFac Orthotics
Custom Orthoses are available across MedFac Orthotics