Refund policy
Returns and Refunds
Redlight Physiotherapy wants you to be happy with your purchase. This policy explains how returns and refunds work. Nothing in this policy limits your rights under the Australian Consumer Law.
Faulty or not-as-described items
Our products 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
If your item arrives damaged, is faulty, or is not as described, contact us within a reasonable time with your order number and photos of the issue. We will pay the return postage for faulty items.
Change-of-mind returns (30 days)
If you change your mind, you can return an item within 30 days of delivery provided that:
- it is unused and unopened, in the same condition you received it
- it is in its original packaging with all accessories, straps, cables and instructions
- you include proof of purchase (order number or receipt)
For change-of-mind returns, the customer pays return postage. We recommend a tracked service, as we can't be responsible for items lost in transit back to us.
Used items cannot be returned for change of mind. Our pads, straps, face masks and massage tools come into direct contact with skin, so for health and hygiene reasons we can only accept change-of-mind returns on items that have not been used. This does not affect your rights if an item is faulty.
How to start a return
Contact us before sending anything back. We'll confirm the return and give you the return address. Items sent back without first contacting us may not be accepted.
Refunds
Refunds cover the price of the item only. Shipping fees are not refunded, except where the Australian Consumer Law requires it (for example, if an item is faulty). Once we receive and inspect your return, we'll let you know whether the refund is approved. Approved refunds are made to your original payment method within 5–10 business days. Your bank or card provider may take extra time to process it.
Warranty
Our pads come with a 12-month manufacturer's warranty against defects in materials and workmanship from the date of delivery. This warranty is in addition to your rights under the Australian Consumer Law. It does not cover damage from misuse, accidents, water damage, or normal wear and tear.
Exchanges
To exchange an item for a different size, return the original under the change-of-mind terms above and place a new order.
Contact
Redlight Physiotherapy
230 Main North Road, Clare SA 5453
Phone: 0447 337 276
Email: annie@appliedpostureriding.com.au