Orthokids Pty Ltd

Luke and Lara are amazing. Luke explained everything and answered every question I had. Walked me through every step and how to manage situations if they were to arise and if all else failed to come back. They are so kind and helpful. My son also loves Lara and Luke so coming in makes everything so so much easy 💜 …

deep disappointment with the Orthokids Surrey Hills.My baby became extremely distressed while wearing the helmet and developed severe scalp rashes.GP has provided a letter recommending that stop using the helmet and has requested a refund for the unused treatment fees from Orthokids Surrey Hill. The helmet therapy fee was AUD 2200, plus an initial appointment AUD 170, yet despite the fact that not a single follow-up consultation was used, Orthokids has only offered to refund AUD 350. Furthermore, Orthokids repeatedly asked us to bring the baby back for reassessment, even though we had clearly explained many times that the baby was highly distressed to wearing the helmet and had significant scalp rashes caused by using the helmet . It is unrealistic to expect that all infants can tolerate wearing a helmet for up to 23 hours a day over several months. Unfortunately, both my personal rights and consumer rights were not respected in this process. Once the Orthokids Surrey Hills collected the payment, it has been extremely difficult to recover the refunds. I sincerely hope other families will take this into careful consideration before making a decision. Reply to Orthokids Surrey Hills Since our baby could not tolerate the helmet, we as parents made the decision to stop the helmet treatment. Why do you continue to insist that we bring the baby back to the clinic for further assessments or solutions ? We already made the decision based on my baby’s mental and physical conditions. Can you understand how we feel as parents when our baby cried in extreme distress, became agitated, and developed severe scalp eczema from wearing the helmet—eczema so bad that it bled from scratching? Is it really so difficult to respect the parents’ or customers’ decision? We are simply asking for a refund of the unused service fees. Out of the total AUD 2200, not a single follow-up appointment was used, yet you only offered to refund AUD 350. Does anyone here think this is reasonable? For a treatment costing AUD 2200, is there even a refund policy in place? The rights of customers are not protected at all. Despite repeated attempts to communicate, you have consistently refused to refund more. Once the money has been taken, it seems nearly impossible for customers to get it back.

The team are patient, knowledgeable, lovely and great with babies. I’ve been so impressed with them. Thanks so much.

Absolutely cannot thank Pete enough for his honesty, knowledge an guidance. Our son loved his helmet, an we couldn't beleive the results that he achieved in such a short time. Would highly recommend to anybody!

The specialist was very good with my baby and explained everything well and in a way that we could understand. Very professional and patient and even removed the consultation fee as we paid in full on the day. Am looking forward to getting the helmet next week. Highly recommend this business.