Bauerfeind GenuTrain Orthopedic Knee Brace

Returns and Exchanges

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Due to health regulations (& Covid-19), product design or use indications we have a few exceptions to this return policy. Bone growth stimulators, cold therapy products, ComfiHips, TENS and like units do not qualify for returns. Post-operative braces, rigid ankle/foot immobilizers, shoulder immobilizers/slings for all brands, as well as certain knee, back, wrist and elbow braces for all brands offered are all subject to a 5-day size exchange, not a full refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@braceaidmedicalsupply.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return question at info@braceaidmedicalsupply.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We do not accept returns for hazardous materials, flammable liquids, or gases. We also do not accept returns on Bone growth stimulators, cold therapy products, ComfiHips, TENS and like units do not qualify for returns. We accept 5-day size exchanges only on Post-operative braces, rigid ankle/foot immobilizers, shoulder immobilizers/slings, back, wrist and elbow braces for all brands. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.