Terms & Conditions for Returns, Exchanges & Refunds
Returns & Refund Policy
While we will do our utmost to help you if you wish to return a product, some products may be refused if the it is used, damaged or if the time passed since purchase is too long.
Any products that are used, removed from their original packaging or made of materials such as soft fabrics or non-water-resistant products cannot be returned due to Health and Safety regulations. Please choose carefully and contact our team if you would like guidance with your product selection.
Personal use products can't be returned, unless it is unopened.
No returns will be accepted from the following collections:
- Bracing and Support Products (such as hip protectors, braces, etc.)
- Incontinence Products
- Pillows and Cushions
- Any product of personal use, such as commodes, bed pads, urinal bottles, raised toilet seats or similar.
Defective/faulty or damaged products will be replaced with the same item free of charge.
Please make sure to read our product descriptions carefully and if you have questions, please contact our helpful team. Bear in mind that photos may slightly differ from the actual item in terms of colour due to lighting or the monitor’s display.
Refunds will not be granted in cases where incorrect size/colour/quantity have been ordered. We ship the exact item(s) that you select at time of purchase.
However, we will be happy to exchange the product provided it is still in the original packaging, unused, undamaged. Note that you will be responsible for the return/collection shipping costs of the incorrect product and new delivery costs of the new product.
If you wish to change your order:
Please email us and we will try our best to accommodate your request. However, if your order has already been processed or shipped we cannot make changes to your order and a refund will not be granted at this point.
Collections and exchanges can be organised if you have already received your product.
Our return policy is effective for 14 - 30 days (depending on the product) after delivery. Return requests for orders received and delivered outside this time frame will be declined and we can’t offer an exchange or refund.
Please note that if you bought a "FREE SHIPPING" product and you wish to return it because it's not suitable, a delivery and a collection fee will be deducted from your refund.
Refunds will not be granted due to longer than expected processing or shipping times. All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed without any extra cost.
When returning a products, you will need a collection label and a return authorization number. Please conatct us via email to email@example.com with your full name, order number, item description, the reason for your return and depending on the situation, photos will be helpful, and we will organise everything for you.
- Once the returned item is received, we will notify you via email indicating if the refund will be accepted (depending on the product conditions). If so, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a few days (depending on your bank).
1. Faulty/Damaged Product: the product has a manufacturing defect. A replacement will be sent to you with no extra cost.
2. Wrong Item Sent: we sent you the incorrect product, colour or size, or a different product than the one showing in your order. The correct product will be sent to you and the incorrect product will be collected from you with no extra cost.
1. You ordered the wrong size or colour, or the wrong product:
We do not refund, we accept Return for Exchange.
2. Incorrect Shipping address:
We are not responsible for orders not received due to incorrect shipping addresses entered by a customer at the time of purchase. Please ensure you provide us with the correct address (unit number, street number, street name, suburb, city, region, postcode – you also have a space on the checkout area to add any specific delivery instructions, if needed).
If you made an error in the address and the package is returned to us, we are happy to re-ship, however you are required to pay for the extra cost of the re-shipment.
3. You changed your mind after placing the order:
We are not required to refund, however, please contact us as soon as possible as we may be able to assist with an exchange
Return / Exchange Process
If you believe an error has occurred due to a mistake on our part, please contact us as soon as possible.
Exchange Request Instructions
Please follow these instructions for Exchange / Return Request:
1. Take a photo of the item – if the issue is regarding the size, please use a ruler.
2. Send an email with the subject line “Order # [insert your order number] Replacement Request” to firstname.lastname@example.org
Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number (If there are multiple products in an order, identify the product with the issue)
Our support team will respond within 2 business days and return instructions will be provided.
If you are exchanging a product the shipping costs are your responsibility – we can arrange a collection or we can provide you with the address to send the product to. Please let us know your preference.
Late or missing refunds (if applicable)
If you've paid by Visa/Mastercard/AMEX credit/debit card the refund payment will be made into the bank account which is linked to that card.
If you've paid by bank deposit, please send us your banking info for the transfer of the refund.
If you haven’t received a refund, please contact your bank. Most banks process the refund within 10 working days.
Please contact us at email@example.com if you have not received your refund after 10 working days.