Returns & Warranty
PPL Biomechanics Warranty & Returns Policy
Effective Date: 24 July 2026
This Warranty & Returns Policy provides a practical summary of PPL Biomechanics' approach to product warranties, returns and repairs. It should be read in conjunction with the PPL Biomechanics Terms and Conditions of Sale. In the event of any inconsistency, the Terms and Conditions of Sale shall prevail.
At a Glance
| Topic | Summary |
|---|---|
| PPL Manufactured Products | Covered by a 6-month warranty against defects in materials and workmanship. |
| Shell Fracture Warranty | CAD CAM Orthoses, Handmade Orthoses and Carbonflex devices are additionally covered by a 1-year shell fracture warranty for defects in materials and workmanship. |
| Third-Party Products | Covered by the original manufacturer's warranty. PPL Biomechanics will assist in processing warranty claims where appropriate. |
| Custom-Made Products | Manufactured specifically for an individual patient and are not eligible for return unless a manufacturing defect has been confirmed. |
| Stock Product Returns | May be returned within 3 months of the invoice date, subject to our returns conditions. |
| Return Shipping | Responsibility depends on the reason for the return. See the Return Shipping & Collection Charges section. |
| Product Concerns | Please report any suspected manufacturing defect, product failure, adverse event or serious incident to PPL Biomechanics as soon as possible. |
| Need Help? | Contact the PPL Biomechanics Support Team before returning any product. info@pplbiomechanics.com |
Warranty
PPL Manufactured Products
Products manufactured by PPL Biomechanics are warranted against defects in materials and workmanship for six (6) months from the date of delivery.
Where a manufacturing defect is confirmed, PPL Biomechanics may, at its discretion:
- Repair the product;
- Replace the product; or
- Issue a credit or refund where repair or replacement is not reasonably practicable.
One-Year Shell Fracture Warranty
CAD CAM Orthoses, Handmade Orthoses and Carbonflex devices are additionally covered by a one (1) year warranty against shell fracture arising from defects in materials or workmanship.
This warranty does not apply where shell failure results from:
- Patient weight or activity level;
- Hypermobility;
- Clinical changes following fitting;
- Inappropriate prescription;
- Use outside the intended purpose of the device.
Third-Party Products
Products manufactured by third-party suppliers are covered by the warranty provided by the original manufacturer.
Where a warranty claim arises, PPL Biomechanics will assist in submitting the claim where appropriate. Warranty decisions relating to third-party products remain the responsibility of the original manufacturer.
What is Not Covered?
The warranty does not cover:
- Normal wear and tear;
- Misuse, neglect or accidental damage;
- Alterations or repairs carried out by anyone other than PPL Biomechanics;
- Failure to follow fitting, use or care instructions;
- Changes in a patient's condition, weight, mobility or activity level after fitting;
- Products manufactured correctly to an incorrect prescription, measurement, cast, scan or specification.
The warranty covers the manufacture of the product. It does not guarantee a particular clinical outcome, therapeutic result, patient response or product lifespan.
Returns
Custom-Made Products
Custom-Made Products are manufactured specifically for an individual patient using the prescription and information supplied by the prescribing practitioner.
For this reason, Custom-Made Products are not eligible for return, exchange or refund unless a manufacturing defect has been confirmed by PPL Biomechanics.
Products returned for alteration, refurbishment or a Complimentary Comfort Adjustment must be clean, safe to handle and suitable for repair.
Stock Products
Unused Stock Products may be returned for credit within three (3) months of the invoice date, provided that:
- The product has not been worn or used;
- It is returned in a clean, resaleable condition;
- All original packaging is present and undamaged.
Footwear must be returned with:
- The original shoebox;
- Original insoles;
- All accompanying packaging.
Postage charges are not refundable.
Products purchased as part of promotional offers or quantity discounts may be subject to an adjusted credit following review by the Accounts Team.
Return Shipping & Collection Charges
| Situation | Responsibility |
|---|---|
| Manufacturing defect in a PPL-manufactured product | PPL Biomechanics will arrange or reimburse reasonable return shipping. |
| Incorrect product supplied by PPL Biomechanics | PPL Biomechanics will arrange collection or replacement where appropriate. |
| Courier damage or missing delivery | Please notify PPL Biomechanics promptly. We will investigate with the courier and advise on the appropriate resolution. |
| Complimentary Comfort Adjustment | The practitioner/customer is responsible for postage or collection charges. |
| Stock Product return | The practitioner/customer is responsible for return shipping costs. |
| Incorrect prescription, measurements, cast, scan or specification | The practitioner/customer is responsible for all associated return and replacement costs. |
| Third-party warranty claim | Shipping arrangements will be advised in accordance with the manufacturer's warranty process. |
Delivery Issues
If your delivery is delayed, damaged or appears to be missing, please contact PPL Biomechanics as soon as possible.
We will investigate the matter with the courier and work with you to achieve the quickest possible resolution. Where appropriate, and at the discretion of PPL Biomechanics, replacement goods may be dispatched before the original shipment has been located.
Reporting Product Concerns
If you become aware of a suspected manufacturing defect, product failure, adverse event or serious incident involving a medical device supplied by PPL Biomechanics, please notify us as soon as possible.
Prompt reporting helps us investigate the matter, provide appropriate support and fulfil our regulatory obligations where required.
Where possible, please include:
- Practitioner name;
- Patient reference (where appropriate);
- Product details;
- Order or invoice number;
- Description of the issue; and
- Photographs where available.
Clinical Responsibility
PPL Biomechanics manufactures products in accordance with the prescription, measurements and specifications supplied by the prescribing practitioner.
The prescribing practitioner remains responsible for:
- Clinical assessment;
- Diagnosis;
- Prescription selection;
- Product suitability;
- Patient fitting; and
- Ongoing review and patient management.
Questions or Warranty Claims
If you believe a product may be defective or wish to discuss a return, please contact the PPL Biomechanics Support Team before returning any product.
Our team will advise on the most appropriate course of action, provide return instructions where required and help ensure your enquiry is processed as quickly as possible.
When contacting us, please have the following information available where possible:
- Practitioner name
- Order or invoice number
- Product details
- Description of the issue
- Photographs (where appropriate)
Support Team
Email: info@pplbiomechanics.com
Telephone: +353 (0)21 432 0277