Laura
Posted
Be careful.
I purchased an OA knee brace from BraceAbility, which was delivered on April 15, 2026. The brace was tried on once on April 16 and returned the next day (April 17), well within their stated return window. BraceAbility denied the return, claiming the item was “used/worn,” and provided photos as evidence. However, the photos they provided do not match the condition—or appear to be the same brace—that was returned. The brace in their images shows significant residue and wear inconsistent with a single try-on. More concerning, their policy states that if a return is denied, they will not send the item back to the customer. In this case, they are attempting to keep both the product and the payment. This is unacceptable. I have initiated a credit card dispute and recommend others be extremely cautious when purchasing from this company, especially for products that must be tried on to assess fit. I have photos of the brace, video of it being packed up, and proof of receipt and delivery within the two day window. Please also read reviews of this company on Google. Many 1 star reviews show a similar pattern. The company receives an item which was only tried on and then rejects the return keeping the item and the money.
Response from BraceAbility· Apr 24, 2026
Thank you for reaching out, and we truly understand this is not the outcome you were hoping for. We want to assure you that the brace shown in the inspection photos is the exact item you returned — nothing has been altered or tampered with on our end. After a thorough inspection, our returns team determined that the brace was not received in its original, clean, and sellable condition. Because our products are personal and medical in nature, we must uphold strict hygiene and safety standards to ensure every customer receives a product that is new, safe, and reliable. For this reason, items that do not meet our return criteria are disposed of immediately and cannot be returned to the customer or resold. We understand this is frustrating, and we sincerely apologize for any disappointment this has caused. However, we must apply our return policy consistently and fairly to all customers. While we are unable to accept this return, we remain committed to supporting you with any future purchases or product questions you may have.