returning a custom made product several weeks

I hear this question quite often and always remark this is really a practice management issue more than a coding issue. Is it worth upsetting your patient if they are bent on never wearing the device. Sometimes this is also due to a failure to properly prepare and educate the patient for what they really need. Other times no matter how much one educates their patient, they are still going to be non compliant.

Whether you refund the money to the carrier for a custom fabricated device is your call. But you don't need to as many providers wish to keep the money they have been reimbursed as these devices are not cheap and most labs will not get you a refund. The patient also after all took possession and hopefully you had them sign a written proof of delivery. While you do have proof of delivery, you also have an unhappy patient. On the other hand you also don't want to condone improper behavior (wearing the wrong shoes).

These patients may be disgruntled if you don't refund the money to the carrier and they could file or voice a complaint to the carrier.

From a risk management perspective, you need to document the patient's decision and behaviors.

Non compliance with all DME (not just custom fabricated) orthosis is a huge problem for all providers and patients. From the provider's perspective it must be documented.

Without knowing all the factors surrounding this case it is impossible to provide you with the right advice for this one patient.