At Therapy World we want our customers to be completely satisfied with their purchase.
We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from Therapy World, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.
We also recommend you immediately inspect any goods that we deliver to you, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
If you have any questions about this policy, please contact our Customer Support Team.
About our Refund, Return & Repair Policy
This is the Refund, Repair and Return Policy of Therapy World, and applies where you make a purchase from Therapy World online, in store or over the phone.
Change of Mind
Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection, or simply found the goods cheaper elsewhere. We recommend you carefully review any orders before proceeding with your purchase.
Consumer Guarantees and Your Rights Under the Australian Consumer Law
All goods sold in Australia 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
There are nine consumer guarantees that apply to goods you purchase:
Fit for a particular purpose
Match the sample or demonstration model
Express warranties will be honoured
Spare parts and repair facilities will be available for a reasonable time after purchase
Title to the goods
Undisturbed possession of the goods
No undisclosed securities on the goods
Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.
There may be circumstances where you are not entitled to a remedy.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.
Goods Damaged in Transit
If any goods arrive damaged, please contact the customer support team as soon as possible. After reviewing the claim, Therapy World will contact you to discuss the options available to resolve the issue. In most cases, Therapy World will either arrange for the return of the damaged product for replacement or refund — or a replacement part may be provided where the damage is minor.
Refunds will be processed by the finance team and will normally be processed within 3 - 5 business days.
Returns and Repairs
You may return goods we have delivered to you by mail by contacting our Customer Support Team
A Therapy World staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement.
Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.
If any goods cannot be easily returned to Therapy World, due to their size, the fault or because they have been affixed or installed in your premises, please contact our Customer Support Team and we will arrange an inspection to assess the goods.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.
Where you have any questions or concerns relating to your Order, please immediately contact our Customer Support Team.
Therapy World Refund, Return and Repair Policy Version 1.0 December 2019