What if my product is faulty or defective?Updated a month ago
We’re proud to offer medical-grade, German-engineered products. If you believe your item may be faulty or defective, we’re here to help.
If a product has a genuine manufacturing fault, Bauerfeind will assess the item and provide a remedy in line with Consumer Guarantee Act (CGA). This may include a replacement, or refund, depending on the nature of the issue.
What counts as a faulty or defective product?
A product may be considered faulty if it has:
A manufacturing defect
A failure that appears during normal, recommended use
A structural issue not caused by wear, misuse, or accidental damage
What is not considered a fault?
The following are not faults and are not covered under CGA manufacturing defect claims:
Wear and tear from regular use, activity, or incorrect handling
Damage caused by improper use or washing
Items returned soiled, altered, heavily worn, or without packaging
Fit or sizing issues (these fall under our standard return policy)
How to submit a faulty product assessment
Contact our support team with:
Your order number
A description of the issue
The LOT number located on the product packaging or tags
Clear photos or videos showing the fault
Our team will review your request and may ask for additional information.
If required, we may request the item be returned for physical assessment.
Once assessed, we will advise the appropriate outcome in line with CGA.
Important notes
Faulty product claims are separate from standard returns.
Return shipping fees do not apply to approved faulty assessments.
Remedies depend on the nature of the fault and the product’s condition.
Need help?
If you believe your product has a fault, reach out to our team and we’ll guide you through the next steps: