Downthere Healthcare’s Returns and Refunds policy
Under what circumstances do we offer returns and refunds?
o We do not offer refunds or exchanges if you simply change your mind
o We will accept product returns and will provide you with an exchange or refund where:
¬ the product is faulty or is not of acceptable quality, or
¬ significantly different to those shown or described to you, or
¬ the product is not fit for its intended purpose, or
¬ the product is unsafe, and
¬ you can present your online tax invoice or other adequate proof of purchase.
o If an exchange or replacement is offered, we will send a replacement and pay for the cost of shipping. If a refund is accepted, please note that the initial cost of shipping cannot be refunded.
o We reserve the right not to offer an exchange or refund where the product fault is a result of misuse or neglect.
Timeframe to request returns and refunds
o If your item(s) arrives damaged, please contact us within 7 days of receiving your order. You may be requested to provide photograph of your item(s) and/or delivery package. Failure to notify us within 7 days may result in your request being denied.
o For returns under the Australian Consumer Law, please contact us for assessment and exchange or refund.
How to request a refund or replacement?
o Please send an email to email@example.com with your order number and proof of purchase or simply reply to your order confirmation email requesting a refund or replacement
When can you expect a replacement or refund?
o For replacements, the ETA for shipping within Australia is between 2 and 3 business days and shipping outside of Australia is between 7 and 10 business days.
o For refunds, we will process your refund from our end within 2 to 3 business days and you will receive an email confirming the same. Once a refund request is initiated from our end, our payment processor (WooCommerce) will then process the refund back into your original payment method. We have no control over how long our payment processor will take to process the fund. If you have not received your refund within 21 days of initiating your refund, please contact us immediately.
Please note: Our returns policy is in addition to 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.
*Products must be of acceptable quality, that is:
• safe, lasting, with no faults
• look acceptable
• do all the things someone would normally expect them to do.
Acceptable quality takes into account what would normally be expected for the type of product and cost.