Refund policy

1. Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a remedy if a product has a major fault. These are your non-negotiable consumer guarantees and cannot be excluded, restricted, or modified. We support and uphold these rights in full.

Consumer Guarantee

Acceptable Quality

Products must be safe, durable, and free from defects under normal workplace use.

Fit for Purpose

Products must perform the function they are sold for — including fatigue reduction in office environments.

Match Description

Products must correspond to all specifications and descriptions provided at point of sale.

Spare Parts & Repairs

Reasonable access to repairs and spare parts must be available for the product's expected lifespan.

 

2. What Qualifies as a Major Fault

A major fault exists when one or more of the following conditions apply:

  • The product would not have been purchased had the fault been known at the time of sale.
  • The product is substantially unfit for its purpose and cannot easily be fixed within a reasonable time.
  • The product is significantly different from its description or sample.
  • The product creates an unsafe condition or poses a risk to the health or wellbeing of the user.

In any of these cases, you are entitled to choose your preferred remedy: a repair, replacement, or full refund.

3. Minor Faults

For minor or non-major faults, we will provide a remedy at our discretion. This may include:

  • Repair of the affected component at no cost to you.
  • Replacement of the item or the faulty part.
  • Partial or full refund based on the nature of the fault.

We aim to resolve all minor fault cases within 10 business days of receiving the returned item.

4. How to Initiate a Return

Step-by-Step Return Process

  1. Contact Us: Reach out to our customer support team with your order number, a description of the issue, and supporting photos if applicable.
  2. Fault Assessment: Our team will assess your claim within 2 business days and advise on the appropriate remedy.
  3. Return Authorisation: If a return is required, we will issue a Return Merchandise Authorisation (RMA) number and return instructions.
  4. Ship the Item: Return the product in its original or equivalent packaging. We cover return shipping costs for major faults.
  5. Remedy Issued: Once received and inspected, your remedy (repair, replacement, or refund) will be actioned promptly.

5. Change of Mind Returns

Under the ACL, businesses are not required to offer remedies for change of mind. However, as a goodwill gesture, we offer a 14-day change of mind return on eligible items provided:

  • The item is unused and in original, resaleable condition.
  • All original packaging, accessories, and documentation are included.
  • Return shipping costs are covered by the customer.

Change of mind returns are at our discretion and may not apply to custom-configured or special-order ergonomic products.

6. Non-Returnable Items

The following items are not eligible for change of mind returns (statutory rights still apply):

  • Custom-fabricated or made-to-order ergonomic solutions.
  • Consumable items that have been opened or used.
  • Items returned without an RMA number or after the 14-day window has elapsed.

7. Refund Processing

Refund Timeframes

Credit/Debit Card

3–5 business days after remedy approval

Bank Transfer (EFT)

3–7 business days after remedy approval

Store Credit

Issued within 1 business day — no fee applied

PayPal

2–3 business days after remedy approval

 

For further information on your consumer rights, visit the ACCC website at www.accc.gov.au or contact the ACCC on 1300 302 502.