SHIPPING, REFUNDS AND RETURNS
Delivery of Products.
Unless otherwise stated, you will be responsible for payment of all transport and delivery charges for your purchases on the Site. We shall endeavour to arrange to deliver the Products to the delivery point designated by you on your Order. Please allow at least ten (10) working days for delivery from the receipt and payment for your order. Delivery time is subject to stock availability, this period may be extended by up to 30 days by us and we will endeavour to provide you with reasonable notice of that extension. Delivery times and dates are outside of our control so we cannot guarantee exact times and dates. You will be provided with a tracking code for your parcel once it has been shipped from our warehouse. To find out when your parcel is scheduled for delivery please check with the delivery service used to ship your product(s). This will usually be Australia Post. You can simply enter your tracking code and the information is displayed. Please do not send us requests as to when your goods will be delivered once they have shipped unless you believe your parcel has been lost in transit. (All)
What happens when an unsuccessful attempted delivery occurs.
We have a number of different delivery methods that may be used depending on the type of order. If the delivery is by special courier, products will not be delivered to an unattended address. The courier requires a signature from an occupant at the specified delivery address. If no one is available to sign for the parcel a card is left at the delivery address and the parcel is re-directed to the nearest depot. The customer is then responsible for collecting the parcel from that depot or for paying an additional delivery charge.
When goods are delivered by Australia Post a signature is required from an occupant at the specified delivery address. If no one is available to sign for the parcel a card is left at the delivery address and the parcel is re-directed to the nearest Post Office. The parcel remains at the post office for collection for about 10 days, after which it is automatically returned to us. If this occurs we will charge an additional delivery charge if the customer asks for it to be resent. Items returned to us due to unattended delivery are not refundable. The customer is totally responsible for collecting the parcel from the post office within the time frame allowed by Australia Post. You may agree or ask to have your item left at your delivery address when unattended. If this occurs then you agree to be full responsibility for the item once the item has been left at the address as per your request. If the item is lost we take no responsibility for it.
Refunds and returns.
We want you to be totally satisfied with your purchase although there may be times when you will need to return a product. Due to hygiene health laws we cannot accept returns of worn or used goods, unless they have been deemed to be faulty. All personal products that make direct contact with the body cannot be returned. Discontinued and clearance lines are also non returnable. So please consider your purchase carefully before accepting our terms and conditions. Our Returns Policy is designed to assist and explain the returns process. These benefits are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).
You may request to return a product for replacement or refund where the product(s) have a major failure, such as being faulty or wrongly described. We are not required to replace your product if you simply change your mind or believe that the product does not provide you with a remedy or suit your personal requirements, so long as any of these conditions do not appear or are not clearly promised in the product’s description. However, if you are not happy with your product, our customer service managers may, at their discretion, decide to exchange it, providing the product is returned in its original condition and with complete proof of purchase.
If an item is damaged upon receipt or deemed to be faulty, please call or email us within 24 hours of receipt. Make sure you keep all original boxes and packaging. If the fault request is accepted we will provide you with a Return Authorization (RA) number. Products returned without an RA number will not be processed. Return shipping costs are non refundable and are at the customer’s expense unless we are responsible for the return. In these cases we will provide a FREE-POST box number to use. We promise to replace any faulty product and pay for the return freight, on receipt, evaluation and acceptance of the goods.
When posting back the item please include your RA number, a detailed written explanation as to the nature of the fault or damage and proof of purchase with your return. Faults can only be considered for products within the warranty period of 12 months for underlays or 3 months for most other product. If your order has already been shipped, or is in the process of being shipped, we cannot cancel your order. Should you request to exchange an unused item for any other reason, you will be required to pay the return freight. The goods must be received back in the original unworn or unwashed condition including the undamaged original packaging in which they were sent. In addition a 25% restocking fee will be applied to your credit transaction.
What information is needed to complete your return?
To complete your return, we require your receipt or other proof of purchase (e.g. bank statement / transaction history). Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging). Provide us with any extra information we may need to process your return. Without a receipt or clear proof of purchase we cannot proceed with processing a return.
How long do you have to claim?
Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Please refer to the product packaging for specific information about the warranty period for the product you purchased.
Once the product has been accepted for a return, the shipping costs relating to a return will normally be paid by the client unless the product is assessed as having a major failure. In this case we will be responsible for any shipping costs and you will be advised how to return the product at no cost to you.
Some products may need to be assessed.
We may need to assess some products prior to determining whether a replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment. In these cases we ask that you send us detailed photos by email of the fault so we can evaluate it beforehand and decide if we will take responsibility for return shipping or not.
Returning an online purchase in person.
You may return online purchases in person to our head office located at 248 Hoddle St Abbotsford 3067 Vic Australia. Please take the Tax Invoice you received with your order confirmation together with any further communication about your return request. Alternatively you will need to return the item to PO Box 277 Abbotsford 3067 Vic Australia. Make sure you sent the item with a signed delivery to prove that it has been received by us. Please do not attempt to return a purchase until we have accepted it for return. This will only result in wasting your time and money as the item will be rejected.
In some cases a refund, replacement or repair may not be offered if the item was substantially modified, misused contrary to user instructions or packaging labels or where you simply changed your mind.
Certain products are automatically excluded under our Returns Policy unless they are faulty. They include tailor made orders, items worn directly over the skin and in particular where bodily fluids such as perspiration have soiled the products making them unsaleable and for gift-cards, vouchers or discounted lines.
We will only collect, use or disclose personal information in accordance with the Privacy Act 1988. Your rights under the Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Unless you notify us to the contrary by email, telephone, or facsimile transmission within seven (7) days of delivery of any Products and such notification is confirmed in writing or reply by us within seven (7) days of its receipt by us, the Products shall be deemed to have been accepted by you.
We will evaluate your return request and issue you with a Returns Authorisation Notice once we have received details of your return request. We will send you full return instructions and return address. If we feel the problem described requires clarification we may contact you to clarify in order to provide more efficient service.