Return & Refund Policy

At REHABESHOP, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

Products may be eligible for return if:

The item is unused and in original condition
The product is returned in original packaging
The return request is submitted within 14 days of delivery
Proof of purchase or order confirmation is provided

For hygiene and safety reasons, certain healthcare or personal-use products may not be eligible for return once opened or used.

2. Non-Returnable Items

The following items may not be eligible for return:

Opened or used healthcare products
Personal hygiene items
Clearance or final sale products
Gift cards
Customized or special-order items

REHABESHOP reserves the right to refuse returns that do not meet policy conditions.

3. Return Process

To request a return:

Contact our support team at sales@rehabeshop.com.au
Include your order number and reason for return
Wait for return approval and instructions
Ship the item back using the provided return details

Returns sent without prior approval may not be accepted.

4. Return Shipping Costs & Restocking Fee

For approved change-of-mind returns, incorrect size or product selections, and other returns not caused by a product fault or an error by REHABESHOP, the customer is responsible for arranging and paying all return shipping costs. REHABESHOP does not provide prepaid return labels for these returns. Original shipping charges are non-refundable unless required by law.

A 20% restocking fee, calculated on the purchase price of the returned product, applies to approved returns made for change of mind, incorrect size or product selection, or other reasons not caused by a product fault or an error by REHABESHOP. The restocking fee will be deducted from the approved refund.

The customer remains responsible for ensuring the returned item reaches us safely. We recommend using a trackable shipping service, as REHABESHOP is not responsible for return parcels lost or damaged in transit.

The customer-paid return shipping requirement and 20% restocking fee do not apply where the customer is entitled to a remedy under Australian Consumer Law, including where a product is faulty, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee.

5. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect item:

Contact us within 48 hours of delivery
Provide clear photos of the item and packaging
Include your order details

We will review the issue and provide a suitable resolution, which may include:

Replacement
Store credit
Refund

6. Refund Process

Once your returned item is received and inspected:

You will be notified regarding approval or rejection of your refund
Approved refunds will be processed to the original payment method

Refund processing times may vary depending on banks or payment providers.

7. Late or Missing Refunds

If you have not received your refund:

Check your bank account again
Contact your payment provider or bank
Processing delays may occur depending on financial institutions

If you still require assistance, contact our support team.

8. Exchanges

Exchanges may be offered for defective, damaged, or incorrect products subject to stock availability.

9. Medical & Hygiene Notice

Due to health and hygiene standards, some rehabilitation and healthcare products cannot be returned once opened or used.

This policy helps ensure customer safety and product integrity.

10. Failed Delivery, Unclaimed Parcels & Return to Sender

If a delivery attempt is unsuccessful and the parcel is taken to a post office, collection point, courier depot, or other nominated collection location, the customer is responsible for collecting the parcel within the timeframe specified by the courier or postal service.

If the parcel is not collected within the required timeframe, delivery is refused, delivery cannot be completed due to circumstances within the customer's control, or the parcel is returned to REHABESHOP or our supplier, the order may be treated as an unclaimed or customer-initiated return.

This may include situations such as:

Failure to collect the parcel from a post office, collection point, or courier depot within the required timeframe
Refusal to accept delivery
Repeated unsuccessful delivery attempts where the customer does not arrange re-delivery or collection
Incorrect, incomplete, or outdated shipping information supplied by the customer
Failure to respond to reasonable courier delivery or collection notifications

Where a parcel is returned due to any of the circumstances above, the customer will be responsible for the reasonable costs incurred as a result of the failed delivery or non-collection. These costs may include:

Original shipping charges
Return-to-sender shipping charges
Courier or carrier return fees
Re-delivery charges
Additional freight or handling costs
A 20% restocking fee, calculated on the purchase price of the returned product

Where a refund is approved, these applicable costs may be deducted from the refund amount before the remaining balance is returned to the customer.

If the customer requests the parcel to be shipped again, any applicable re-delivery, shipping, or handling costs must be paid before the order is re-dispatched.

Failure to collect a parcel, refusal of delivery, or a failed delivery caused by incorrect customer-provided information will not be considered a product fault or an error by REHABESHOP.

This section does not limit or exclude any rights available to customers under the Australian Consumer Law, including where the product is faulty, damaged, incorrectly supplied, or where the delivery failure was caused by REHABESHOP or the delivery provider rather than the customer.