Refund policy

Return & Refund Policy

We are committed to ensuring you are satisfied with your purchase. This policy outlines the types of returns we offer and the procedures for them.

1. 14-Day Risk-Free Returns (Change of Mind)

If you change your mind, we offer a 14-day risk-free return policy starting from the day you receive your order. Under this policy, you may return your product for:

  • A one-time replacement of equal or lesser value; or
  • A refund of the product purchase price.

Conditions for Change of Mind:

  • Original Condition: The item must be in its original, unworn, unused, and resalable condition, including all original packaging and accessories.
  • Shipping Fees: Any shipping fees paid on your original order are non-refundable.
  • Return Costs: You are responsible for all costs associated with shipping the item back to us. We recommend using a trackable service.

2. Claims for Damaged, Faulty, or Incorrect Items

If your product is damaged, faulty, or not what you ordered, we will facilitate a replacement or refund in line with our legal obligations.

The Claim Process:

  1. Contact Us: Notify us within 14 days of receipt with your order number, a description of the issue, and clear photos/video of the item.

  2. Inspection: Send the product back to us for inspection.

  3. Verification: We will determine if the product is incorrect (e.g., wrong prescription or description) or defective.

  4. Resolution: If approved, we will arrange a replacement or refund and cover associated shipping costs.

Note: A refund cannot be processed if you have already submitted a claim for the item with your health fund provider.

3. International Returns

Our 14-day policies apply to international orders with the following specific terms:

  • Costs: The customer is responsible for all international return shipping costs, taxes, or duties incurred.
  • Non-Refundables: Original shipping costs, taxes, or import duties are non-refundable.
  • Currency: All refunds are processed in Australian Dollars (AUD). We are not responsible for discrepancies caused by currency exchange rate fluctuations.

4. Australian Consumer Law (ACL)

For our Australian customers, nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL). All refunds are processed subject to the conditions of this policy and the ACL.

5. Refund Processing

  • Approval: Refunds are issued once the returned product is received and verified.
  • Payment Method: Approved refunds are credited automatically to your original payment method.
  • Timeline: We aim to process refunds within 10 business days of approval. Please allow additional time for your bank to post the transaction.
  • Follow-up: If you haven’t received your refund after 15 business days, please contact us.

6. 12-Month Manufacturer Warranty

We offer a 12-month manufacturer’s warranty valid from the date of delivery. This warranty covers items that are defective due to a manufacturing fault. In these cases, the item will be replaced.

Contact Us

For any questions regarding our Return & Refund Policy, please do not hesitate to contact our support team.