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Warranty, Refund and Return Policy (Warranty Policy)
In this policy “you” or “your” refer to Remedial Recliners. Where there are exceptions to Remedial Recliners’s Warranty Policy (including because Vendor specific warranty, refund and returns policies are different to this policy), this is noted in this Warranty Policy.

Warranty for products sold through Remedial Recliners

1. All products sold through the Remedial Recliners Platform come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

2. In addition to a customer’s rights under the Australian Consumer Law, Remedial Recliners offers a 12-month warranty on products sold through the Remedial Recliners Platform which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

   • if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
   • in relation to accessories or bonus gifts (as noted as such in a product listing); or
   • if the fault or damage is due to:
     • Normal wear and tear;
     • damage arising from improper assembly or modification of the product;
     • damage arising from abnormal use or abuse of the product;
     • damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g., of fabric, leather or timber); or
     • damage to external product packaging only.

3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

   • send missing parts (if applicable);
   • suggest a method of self-repair (if applicable);
   • replace the product (subject to availability);
   • offer an alternative product; or
   • offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts

4. Warranty claims should be sent to us via the Remedial Recliners store. Login into your Remedial Recliners account, head into ‘Orders’ and select ‘Request Support’ for the individual order.

5. The following should be included in the message or email sent to us:

   • order number;
   • the quantity of each product and/or part missing, faulty or damaged; and
   • an image or video (of acceptable quality) of the product that clearly shows:
     • the fault or damage (if applicable);
     • what part is missing (if applicable);
     • the product in the original packaging (if applicable); and/or
     • the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).

6. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.

7. A customer should not dispose of items before a warranty claim has been made and finalized, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalized.

8. Please do not ask customers to return the product to us or vendors unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.

9. For missing parts, once we have received the necessary details and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to two working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.

10. Any delivery delay should be reported by you to us within 10 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to two working days. If we receive no update within two working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. For delivery time frames, please visit our shipping guide.

Due to ongoing COVID restrictions in place in different states and unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Refund, return and replacement procedure for damaged/faulty goods or missing parts

11. If a customer is entitled to a refund, please send the request via the Remedial Recliners store. Login into your Remedial Recliners account, head into ‘Orders’ and select ‘Request Support’ for the individual order. We will advise if the product needs to be returned by the customer. Refunds will be issued to the original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order.

12. If a customer is entitled to a replacement or spare part, please send the request via the Remedial Recliners store. Login into your Remedial Recliners account, head into ‘Orders’ and select ‘Request Support’ for the individual order. We will advise if the product needs to be returned by the customer. If a customer is entitled to a replacement product or spare part, but:

• there is an address discrepancy with the order (which is due to your or the customer’s error) such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or
• an incorrect product is returned to either Remedial Recliners’s or the Vendor’s warehouse, neither Remedial Recliners nor the Vendor will be responsible for these products or have any obligation to return these to the customer.

Change of mind refund requests

13. We do not accept change of mind refund requests for:

• health and safety products;
• bulk purchases (including by pallet or pick up); or
• products that are opened (i.e., are not unopened in their original packaging).

14. Otherwise, we only consider a change of mind refund request if this is made within 14 days after the item is delivered to the customer. As a reseller, you must notify us of a change of mind refund request within these 14 days. If this does not occur, the change of mind refund request could be rejected.

15. Some Vendors’ products are subject to a different change of mind policy to that contained in this Warranty Policy. Currently, vendor product SKU’s starting with V28, V40, V63, and V77 have a different policy. However, others may have different policies from time to time, and you must, therefore, refer to a Vendor’s listing to confirm the applicable change of mind refund policy.

16. All items returned to Remedial Recliners or a Vendor as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.

Change of mind request procedure

17. You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.

18. Please send a message via the Remedial Recliners store. Login into your Remedial Recliners account, head into ‘Orders’ and select ‘Request Support’ for the individual order. Please provide us with the pictures or video (or an acceptable quality) that shows the condition of the received product and an explanation about why the customers would like to return the product and if the item is eligible for a refund.

19. We prefer that returns due to a change of mind are done at the customer's arrangement.

20. If a change of mind request is accepted, and:

• you have been provided with the return label, we will refund the item price and the shipping fee minus return postage and a restocking fee of 10% of the item price and the shipping fee; or
• you have not been provided with the return label, we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee; and/or
• the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our/supplier warehouse facility.

Product recalls

21. In the event of a product recall, we will advise you of the relevant procedure.

Last updated: 01 May 2024

At Remedial Recliners, we are committed to providing timely and reliable delivery services to all our customers. Please review our shipping terms below:

Free Shipping

We are pleased to offer free shipping on all orders. This includes handling, packaging, and courier costs to ensure your products arrive safely.

Handling Time

Orders are processed within 1 to 2 business days of receiving payment. You will receive a confirmation email once your order has been shipped.

Order Processing

For orders received on a business day, we aim to ship your item within 24 hours of payment clearance. Orders placed on weekends or public holidays will be shipped the next business day once payment has cleared. All orders are dispatched from our warehouse in Melbourne. You will receive an email notification upon order placement and another when your item has shipped.

Delivery Times

We partner with Australia Post and other trusted couriers to ensure flexible and reliable delivery across the country. We deliver to all locations, including regional and rural areas.

• Metro Areas: Estimated delivery time is 3-5 business days.
• Regional & Rural Areas: Estimated delivery time is up to 10 business days, depending on Australia Post’s service in your area.

Estimated Delivery Time Frames:

• VIC: Approximately 3-5 working days.
• NSW, SA, ACT: Approximately 4-8 working days.
• QLD, NT, WA, TAS: Approximately 7-10 working days.

Note: Delivery time begins once payment has cleared and your item has been dispatched from our warehouse, typically within 1-2 working days. Specific delivery dates and times cannot be guaranteed as they depend on our delivery partners.

 

AUSTRALIA POST

Items that weigh 22kg or less will be dispatched with Australia Post’s Internet enabled freight system (eParcel).

Each parcel will carry a barcoded address label, enabling you to view the location of
your item at various points in the delivery process via Australia Post’s online tracking tool.

When your order is dispatched, you will be given a consignment number.
You can use the number to track your order at the Australia Post’s website.

Refer to the table below for information of Australia Post’s expected delivery time.

Service	Posted for delivery	Delivery by (business day after posting)
Regular parcel	Within metropolitan areas of capital cities, or within the same city or town or environs	3-4 days
	Between a metropolitan area of a capital city and country locations	3-4 days
	Between country locations	4-5 days

 

 

Sending parcels to other states

Service	Posted for delivery	Delivery by (business day after posting)
Regular parcel	Between Melbourne / Sydney; Melbourne / Canberra; Melbourne / Adelaide	3-5 days (between metropolitan areas)
	Melbourne / Brisbane; Melbourne / Tasmania;	4-8 days (between metropolitan areas)
	To other interstate locations	Please ask at your local office

Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.

Rejected by Receiver

If your item is a gift, please ensure the recipient is aware of the delivery to avoid parcel rejection. If the parcel is rejected and needs to be resent, a re-delivery fee will apply.

Please note that the estimated delivery times provided by our courier partners are for reference only and can vary due to unforeseen circumstances. If your item has not arrived within 4-8 business days, we encourage you to reach out to our customer service team for assistance.

Warehouse Pickup and Courier Arrangements

For efficiency reasons, we are unable to accommodate pickups from our warehouse, nor can we allow customers to arrange their own couriers. This policy ensures that our distribution center can maintain an efficient dispatch process at all times.

Product Availability and Order Fulfillment

While most of the products listed on our website (approximately 90%) are shipped directly from our Melbourne warehouse, there may be occasions when an item is not immediately available. In such cases, we will do our utmost to fulfill your order by either:

• Sourcing the item; or
• Contacting you within 3-5 business days to arrange either a full or partial refund, or
• Offering an alternative product that is comparable, subject to your approval.

If an alternative product cannot be agreed upon, we will issue a refund for the item in question.

Remedial Recliners Refund and Return Policy

At Remedial Recliners, we strive to provide high-quality products and excellent customer service. Our Refund and Return Policy is designed to help resellers manage warranty claims, refunds, and returns efficiently. This policy aligns with the Australian Consumer Law and supplements customers' rights with a 12-month warranty on eligible products sold through our platform.

 

Warranty Coverage

1. Australian Consumer Law Compliance
   All products sold by Remedial Recliners include guarantees under the Australian Consumer Law, which are non-excludable. This policy does not limit any rights a customer may have under Australian law.
2. 12-Month Warranty
   We offer a 12-month warranty on products purchased from Remedial Recliners for faults or damage, excluding cases of:
• Normal Wear and Tear
• Damage from Misuse, Abuse, or Improper Assembly
• Lack of Maintenance or Improper Care
• External Packaging Damage

Warranty exceptions may also be noted on product listings. For accessories or bonus gifts, different warranty terms may apply.

 

Making a Warranty Claim

To initiate a warranty claim:

1. Log in to your Remedial Recliners account, go to ‘Orders,’ and select ‘Request Support’ for the relevant order.
2. Provide:
• Order Number
• Detailed Description of the issue and the requested action (refund, replacement, or parts).
• Photos or Videos clearly showing the fault, missing part, or damage.
3. Keep the product until the claim is resolved, as we may require a physical inspection.

 

Return and Refund Process for Faulty or Damaged Goods

1. Submit a Claim
   Submit a claim via your Remedial Recliners account and await further instructions. Refunds will be issued to the original payment method.

2. Return Instructions
   If a return is required, we will provide a return label. Any unauthorized returns or self-incurred postage costs are non-refundable.

3. Replacement Parts or Products
   If a replacement part or product is requested, we will ship it as soon as practicable, usually within two working days of confirmation.

4. Refund Processing Time
   The time it takes for the customer to receive a refund is up to 30 days from the date of approval.

 

Change of Mind Returns

Remedial Recliners does not accept returns for change of mind on:

• Health and safety products
• Bulk purchases
• Opened products

Eligible change of mind returns must be requested within 14 days of delivery. Contact us through the Remedial Recliners store for assistance. Returned items must be unopened and in their original packaging, and unauthorized returns will not be refunded.

If a change of mind request is accepted:

• With Return Label: We will refund the product price and shipping, minus return postage and a 10% restocking fee.
• Without Return Label: We will refund the product price and shipping, minus a 10% restocking fee.

Product Recalls

In the case of a product recall, we will provide instructions on the procedure.

For further queries or assistance with the refund process, contact our customer support team via text or call 03 9021 6960 or email at  sales@remedialrecliners.com.au

Please note that this refund policy aligns with Australian retail law and adheres to your rights under Australian Consumer Law.

Last updated: 01 May 2024