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Compex After Sales Service

Here you can find all the information you need to understand how you can get in touch with us, how we operate, and our policies.

SHIPPING & DELIVERY
* Orders will be dispatched within 24 hours for in-stock merchandise purchased before 3pm Monday to Friday. Orders made on Saturday or Sunday will be dispatched the following Monday ex. Public Holidays. Charges will be $15 for all orders. All orders will be dispatched via courier. If a product is out of stock, the customer will be contacted with an alternate Estimated Time of Arrival or be offered a refund.

RETURNS
Below are the steps to process a return:
Step 1.
Send an email to customerservice.au@djoglobal.com with the subject line "New Return Authorisation Request" and please include the following information.

A. Your order # 
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU number(s)
D. The reason(s) for your return. To expedite your return, please provide a specific reason for each and every item you are sending back.

You may use the following list to help you:

  • Product not as expected
  • Exchange for upgrade
  • Duplicate Order
  • Ordered wrong product
  • Defective Item

Please note: compex.info reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging.

Step 2.
We will respond within 1-2 business days via email with your Returns Authorisation (RA) number. You’ll be given a return authorization number and paperwork which is to be included in the carton with the goods. On the email reply you receive details of where to send your package.
Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in re-saleable condition. It is recommended that you send your return package insured with a service that provides a tracking number as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.

Step 3.
Once we have received and processed your return we will provide a refund via your original form of payment. You will be notified via email of this credit if we have your email address on file. Please note: We cannot refund shipping charges or return postage. It can take up to 7 business days from the time we receive your item at our return facility to process your credit. If it’s over 7 days and you still don’t have your credit, email customerservice.au@djoglobal.com with your tracking information so we can research this for you and your request will be expedited. No returns will be given on US orders

Additional Information About Returns
If you receive your order and the item(s) are faulty/damaged or we sent you the incorrect item(s) our Customer Service team will organise a pre-paid label to be sent out to you. If you are returning the item because it is the wrong size or do not want the item anymore, you are responsible for organising the return and the associated shipment costs. You will also be charged a 15% restocking fee, but this fee can be waived at our discretion. The issuing of an RA does not guarantee the product/s will be approved for replacement or credit.

  • For a full credit to be granted, goods must be returned:
  • In their original/saleable condition.
  • In the original packaging inside a shipping carton.
  • With the Returns Authorisation paperwork included with the goods
  • Without written markings, tape or tampering on the original packaging.
  • All product/s must be returned to DJO Global within 7 days of issue

Compex.info is under no obligation to accept credit or refund return of goods

  • for items that are Discontinued
  • Special ordered in (US Shoes), or where on promotional sale when purchased
  • Lost in transit.

EXCHANGES
Exchanging item(s) is a two-step process and handled as two separate orders. Below are the steps to process an exchange:
Send an email to customerservice.au@djoglobal.com with the subject line "Exchange Request" and please include the following information.

A. Your order # 
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU number(s)
D. The reason(s) for your return. To expedite your return, please provide a specific reason for each and every item you are sending back.

You may use the following list to help you:

  • Product not as expected
  • Exchange for upgrade
  • Duplicate Order
  • Ordered wrong size
  • Ordered wrong product
  • Ordered a different size and returning what does not fit
  • Defective Item

Compex.info reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging.
We will respond within 1-2 business days via email with your Returns Authorisation (RA) number. You’ll be given a return authorization number and paperwork which is to be included in the carton with the goods. On the email reply you receive details of where to send your package.
Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in re-saleable condition. It is recommended that you send your return package insured with a service that provides a tracking number as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.

Step 2.

Our Customer Service team will process a new order of the 'exchanged' goods to be sent out (you do not need to place a new order on the website). Another freight charge will be charged and we will contact you for additional payment. Freight is not charged if we are responsible for the reason of the exchange.
Once we have received and processed your return we will dispatch your exchange order. Please note: We cannot refund shipping charges or return postage. It can take up to 7 business days from the time we receive your item at our return facility to process your credit. If it’s over 7 days and you still don’t have an email from our team to confirm your exchange, email customerservice.au@djoglobal.com with your tracking information so we can research this for you and your request will be expedited.

Additional Information About Returns
If you receive your order and the item(s) are faulty/damaged or we sent you the incorrect item(s) our Customer Service team will organise a pre-paid label to be sent out to you. If you are returning the item because it is the wrong size or do not want the item anymore, you are responsible for organising the return and the associated shipment costs. You will also be charged a 15% restocking fee, but this fee can be waived at our discretion.

MONEY BACK GUARANTEE
Quite simply, we want your purchase to work for you. Our 30 Day Return Policy means that should you not be completely satisfied with your purchase, simply return the unused item in its original packaging within 30 days of the purchase date for a refund of the full purchase price (minus shipping & handling). Compex.info reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging.
* Please be advised that any product with an asterisk next to the name* and/ or labelled "Clearance Item” are not able to be sent back for an exchange or refund unless the product is faulty.*

PRODUCT WARRANTEE
Compex.info allows returns for any reason within 30 days of date of shipment, unless shoes have been worn or modified. For products returned beyond that window, we grant credit on a case-by-case basis. Products exhibiting excessive wear or abuse will not be credited.
Freight to return the product will be the responsibility of the purchaser.

PRIVACY POLICY
We Respect Your Privacy
We respect your privacy at Compex Australia and we take great care to ensure that your personal information is handled appropriately.
This is a brief overview of our privacy policies. You can find our complete Privacy Policy by clicking on the ‘Privay Policy’ link on the homepage

What information do you collect and hold?
The information that you give us and information about your order may be combined with other personally identifiable information (such as, but not limited to, IP addresses, email addresses, demographic information and past purchase history) available from our records and other sources. This information will be used to make our future marketing efforts more efficient. This information may also be shared with other marketers to bring you offers of interest. If you prefer that we do not share your name and address with other marketers, please email us at customerservice.au@djoglobal.com.

For the purposes of the Privacy Act, this Privacy Policy does not apply to information we collect about businesses or companies, but it does apply to information about the people involved with them. If any personal information is provided about a third party, the individual providing the information warrants that third party has given consent to providing that information to Compex Australia.

Where do you collect and hold the information?
There are two areas on our site where we collect the personal information:

  • the Check Out page
  • Email Newsletter Signup
  • the Log In page
  • participation in a survey

If any personal information is received without an individual’s consent, we will delete the information or inform the individual that we hold such information, in accordance with the Australian Privacy Principles.
All personal information is held in a secured internal database, and in some cases in secure third party application repositories. Every effort is made by us to ensure that your personal information is secure.

What do you do with the information?

Once we have collected the above information, it is used to process orders, to communicate with you about your order, adequately manage dealings, address complaints or issues, and to provide future notification to you of special offers or promotions. We also use it to improve our website. We may provide statistical information about buying patterns and traffic patterns to others, but this data does not include any personal information.
 

How and why do you use "Cookies"?

"Cookies" are a type of information that is stored on your hard drive via your web browser. The "cookies" that compex.info uses do not contain any personal data such as credit card information, passwords, or even your name or address. Cookies simply help us to identify your session on the site. They also help us maintain specific visit information about you without forcing you to register or to give personal information.

However, you should have the option of disabling "cookies" through your browser. This is a function of your computer, so the manner in which to turn the "cookies" off is quite individual and thus, cannot be addressed here. Please realise, if you choose to disable the "cookies" we will not be able to personalise your experience with us at compex.info nor can we guarantee a complete login, registration or shopping experience.
Receiving Email Promotions and Information From compex.info
We periodically send emails to our customers to help keep you informed of new products, features and/or special promotions. In every email that we distribute, we include instructions on how to remove [unsubscribe] your email address from the distribution list.

Secure Credit Card Transaction Processing


Our web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure webpage to a secure application on our server. Once on our server, your credit card number is saved only long enough for us to process and approve the transaction. During the final stages of ordering online, you will see an unbroken key or locked padlock at the bottom of your browser window and https:// in the location window at the top of your browser. Both of these indicate that the page you are on is secured using SSL encryption to communicate with our secure web server. Because SSL encryption slows down a web site, it is only used in the final stage of ordering, before and after you enter your credit card information. You will not see these security indicators until you begin the checkout process and indicate that you prefer to order online with a credit card.

Acceptance of Privacy Policy Terms & Conditions

By using our web site, you consent to the collection and use of this information by Compex.info. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of our policies.
For more information, you can find our complete Privacy Policy by viewing the privacy policy page. Link on homepage.