Monday - Thursday 07:00 - 16:30

Friday: 7:00 - 12:00 Noon

+44 (0) 1209 219205

Unit 2, Cardrew Way

Redruth TR15 1SS

DMO 029 V3 Standard Terms and Conditions of Sale for Non-account Customers

DM Orthotics Ltd Standard Terms and Conditions of Sale for Non-account Customers

D M Orthotics Ltd, Unit 2 Cardrew Way, Cardrew Industrial Estate, Redruth, Cornwall, TR15 1SS


Tel: 01209 219205


DM Orthotics Ltd concludes contracts for the Sale of Products only on the following terms and conditions.


All orders are subject to acceptance by DM Orthotics Ltd.

All prices are (unless otherwise stated) exclusive of VAT. VAT will be charged at the rate applicable at the time of invoice, unless a valid VAT exemption certificate accompanies the order. Whilst every effort is made to maintain prices, DM Orthotics Ltd reserves the right to increase the prices at any time in accordance with the latest published price lists prior to despatch. All prices exclude the cost of delivery.



Payment can be made by Debit Card, Credit Card, BACS and Cheque. Cheques should be made payable to DM Orthotics Ltd.

All personal cheques must be cleared before the order is processed.

All remittances should be sent to Prepayment is required by non-account customers and private individuals.  This is non-refundable for made to measure products.



We aim to deliver goods from our factory within 5 days of the date that the official order is received for made to measure products. Sized/stock products will be shipped next day if ordered after 2pm, as we ship worldwide please allow 14 days for delivery.

Regarding stock products for consumers DM Orthotics Ltd will do its best to meet delivery dates and quantities but if we are unable to do so we will contact you immediately and you will have the option to cancel your order if we cannot re-arrange in a reasonable timescale.



Any shortage, damages or discrepancies against shipments must be detailed in writing, together with a copy of the packing list, by email to  or fax 01209 211175 to DM Orthotics Ltd within 3 days of receipt of the goods. In the event of apparent damage to the packaging or content at the time of delivery, the receipt given to the carrier should be marked accordingly. All claims for goods lost in transit must be received by DM Orthotics Ltd within 10 days of the issued invoice for such goods. Claims cannot be considered after this time.


Return of Stock Goods

Goods will only be accepted for return under the following conditions.



You have 14 calendar days from the date you received your item to inform us that you wish to return it. Then you have another 14 days to return your item from this date.

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.

You need to have a receipt or proof of purchase for your item.


Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. We reserve the right to reduce any refund if the items value has been diminished by the way it has been handled by you as the customer.

If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days depending on the card issuer’s policy.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Contact us

If you have any questions on how to return your item to us please contact us.



Made to Measure Goods

Warranty of made to measure goods

DM Orthotics Ltd will always aim to provide you with a superior quality orthosis made to the exacting specifications and prescriptions of your clinician; however, we recognise that there are occasions where situations occur that can cause concern.  We undertake strict quality control systems under ISO13485:2016.  As part of our on-going commitment to our clients and clinicians all orthoses manufactured by DM Orthotics Ltd are covered by a free of charge repair or alteration warranty. The Warranty Covers all Products to be free of defects in material and workmanship for a period of 6 weeks from date of receipt. If you are a consumer the right to cancel is affected and you will not receive a full refund if you decide to cancel.


Alteration Policy for Made to Measure

All goods must be returned and received by DM Orthotics Ltd within 6 weeks of date of receipt.  All goods returned under warranty will be fast tracked through our manufacturing process for return within a couple of days of receipt.


Returns Policy for Made to Measure

Orthoses returned for addition of panels and/or openings/different colour not on the original order specifications will be charged at the appropriate rate.


No other warranty is expressed or implied and our liabilities are limited to the cost of defective material or product only.


Ownership of Goods

The product shall remain the sole and absolute property of DM Orthotics Ltd, until such time as the customer shall have paid the agreed price, together with the full price of any products subject to any other contract with DM Orthotics Ltd. The whole of the price shall not be treated as paid until any cheque, bill of exchange or other instrument of payment given by the buyer has been met on presentation or otherwise honoured in accordance with its terms.

DM Orthotics Ltd reserves the immediate right of possession of any goods to which it has retained title as aforesaid, which rights shall be exercisable if the customer has become unable to pay its debts as they fall due. For this purpose, the customer grants an irrevocable right and licence to DM Orthotics Ltd, its servants and agents to enter its premises, with or without vehicles, during normal office hours and thereafter. DM Orthotics Ltd reserves the right to re-distribute the products.


Product Improvement Policy

DM Orthotics Ltd reserves the right to change specifications, packaging or withdraw products in the interests of continuing products improvements. Errors & Omissions Excluded.


Conditions of Sale

It is a condition of sale that any product purchased from DM Orthotics Ltd is restricted to be used only by the originally fitted patient. In order to protect the care provider and the patient against potentially adverse consequences of infectious disease transmission, material instability, resulting from previous use by the original wearer. Any express or implied warranties are voided if the product is re-used by another patient. Any made to measure orthoses purchased from DM Orthotics Ltd must be prescribed and applied by a qualified clinician to ensure that it meets the needs of the particular patient and accomplishes the desired outcome.


What to do if there is a problem

We endeavour to provide goods and services in accordance with the consumers rights and if as a consumer you discover at anytime that there is a problem you should contact us immediately (please see details above).

D M Orthotics Ltd, Unit 2 Cardrew Way, Cardrew Industrial Estate, Redruth,

Cornwall, TR15 1SS


DMO 029 V3 Standard Terms and Conditions for Sale for Non-account customers









No Comments

Sorry, the comment form is closed at this time.