Returns & Refunds

Consumer Guarantees

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 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.

Change of Mind

Due to the hygiene and clinical nature of our products, we typically do not offer refunds for change of mind once an item has been dispatched or used. Ensure you have engaged with the Guidance Hub or a clinician to verify fit and suitability before purchase.

Return Process

To initiate a return for a defective item:

• Contact Support with your order number and photo evidence of the fault.
• Wait for a Return Authorization (RA) number.
• Ship the item back using the provided instructions.