Bodyassist Hot/Cold Gel Pack

Due to strict hygiene health laws, worn or used goods cannot be returned. All personal products that make direct contact with the body cannot be returned after any length of time in use. Discontinued and/or clearance lines are also non returnable. Faults may only be considered for products within a warranty period. Orders already shipped, or in the process of being shipped cannot be cancelled.

You may request a return if an item is damaged on receipt, deemed to be faulty or has a major failure. If so please email us ASAP and make sure to keep all original boxes and packaging. We are not required to replace a product on 'change of mind' or if you believe the product does not provide you with a remedy or suit your personal requirements. In some circumstances our customer service managers may decide to assist you, at their discretion and on a case by case basis.

Please note that the cost of return shipping is always bourne by the customer, unless we are responsible for the cause of the return. Once a 'return request' is accepted, we provide a Return Authorization number (RAN). This must be accompanied with the return. Products without a 'RAN' cannot be processed.

After confirmation, re-pack the item(s) safely and clearly mark your name and RAN on the parcel. You may also include a detailed written explanation as to the nature of the return. The goods must be received back in original condition, including any packaging. Exchange requests required the customer to pay an additional outgoing freight charge prior to shipping. We require a receipt as proof of purchase. Without a receipt or clear proof of purchase we cannot proceed with processing any return.

How long do you have to claim?
Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Please refer to the product packaging for specific information about the warranty period for the product you purchased. Damaged goods or exchange requests must be actioned ASAP. Unless you notify us to the contrary by email, the Products shall be deemed to have been accepted by you.

Some products may need to be assessed before a decision can be made.
We may need to assess some products prior to determining whether a replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment. In these cases we ask that you send us detailed photos by email of the fault so we can evaluate it beforehand and decide if we will take responsibility for return shipping or not.

In some cases a refund, replacement or repair may not be offered if the item was substantially modified, misused contrary to user instructions or packaging labels or where you simply changed your mind. Certain products are automatically excluded under our Returns Policy unless they are faulty. They include tailor made orders, items worn directly over the skin and in particular where bodily fluids such as perspiration have soiled the products making them unsaleable and for gift-cards, vouchers or discounted lines.

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