Return & Refund Policy

Brace Direct Business Portal – Return & Refund Policy

We understand that returns may occasionally be necessary, and we aim to make the process clear and efficient for our business partners. Please review the following policy for all B2B purchases made through the Brace Direct Business Portal.

Eligibility for Return

To qualify for a return, all products must meet the following criteria:

  • Brand new condition
  • Unworn and unused
  • Clean, free of markings, odors, hair, or signs of wear
  • All original packaging, components, and accessories included

Items that show any indication of use or wear will not be accepted and will be returned to the customer at their expense.

Restocking Fee

All approved returns are subject to a 15% restocking fee.
This fee covers product inspection, repackaging, and administrative processing.

Return Shipping

  • Customers are responsible for all return shipping costs.
  • We recommend using a trackable shipping method to ensure successful delivery.
  • Packages lost in transit without proof of delivery cannot be refunded.

Return Authorization

All returns must be approved in advance.
To request a return authorization (RMA), please provide:

  • Order number
  • Item(s) being returned
  • Reason for return
  • Confirmation that the product is unused and in brand-new condition

Unauthorized returns or returns sent without an RMA will be refused.

Non-Returnable Items

For safety, regulatory, and hygiene reasons, certain products are not eligible for return once shipped, including:

  • Cold therapy units with pads opened or used
  • Items that have been worn, tried on extensively, or show signs of use
  • Custom or special-order items
  • Clearance or final-sale items (if applicable to your business account)

Refund Processing

Approved refunds will be issued back to the original payment method once the item is received, inspected, and verified to be in brand-new condition.
Please allow 5–7 business days for processing after receipt.
The 15% restocking fee will be deducted from the refund total.

Exchanges

Exchanges are processed as a new order.
Customers may return eligible items for refund (minus restocking fee) and place a new order for the correct product or size.