Refund policy
Returns & 30-Day Guarantee
30-Day Return Policy
We offer a 30-day return period from the date you receive your item.
If you are not satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions below.
To be eligible for a return:
- 30-day returns
- Product may be gently tried
- Must not be damaged
- Customer pays return shipping
- Hygienically cleaned (follow instructions) before return
- We reserve right to reject excessive wear
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The item must be returned in its original packaging
- Proof of purchase is required
Use in Accordance With Intended Purpose
Our 30-day return guarantee applies where Pocket Physio has been used in accordance with its intended purpose, Instructions for Use, warnings and contraindications.
The 30-day guarantee does not cover dissatisfaction or outcomes arising from use of Pocket Physio for conditions or purposes for which it is not intended, or from use contrary to the Instructions for Use.
This 30-day guarantee is provided in addition to your rights under the Australian Consumer Law and does not limit any rights or remedies you may have under the Australian Consumer Law.
Effectiveness-Related Returns
For returns relating to product effectiveness, a complimentary physiotherapist video consultation is required prior to return approval.
This consultation ensures correct usage and provides support before processing the return.
The consultation is provided at no cost to the customer.
Following the consultation, return instructions will be issued if the customer chooses to proceed with the return within the 30-day period.
How to Start a Return
To initiate a return request, please contact
Include your order number and reason for return.
All returns must be approved prior to being sent back. Items returned without prior approval will not be accepted.
Return shipping costs are the responsibility of the customer unless the item is confirmed faulty or damaged.
Damaged or Faulty Items
Please inspect your order upon receipt.
If your item is defective, damaged, or incorrect, contact us within 7 days of delivery at:
We will assess the issue and provide a replacement or refund where appropriate.
Return shipping costs for confirmed faulty items will be covered by us.
Non-Returnable Items
We do not accept returns on:
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Sale items
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Gift cards
European Union 14-Day Cooling Off Period
For orders shipped to the European Union, customers may cancel or return their order within 14 days of receipt without providing a reason.
Items must be unused and returned in original packaging with proof of purchase.
Refund Processing
Once a returned item is received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method within 10 business days.