Returns & Refunds

14-Day Returns

We want you to be completely satisfied with your purchase. If something isn't right, you can return most items within 14 days of delivery for a refund or exchange, provided the item is unused, in its original packaging and purchase condition, including all accessories.

How to start a return

1. Contact us for prior approval before sending anything back, with your name, order number and date of purchase, a description of the item and reason for return, and whether you'd like a refund or exchange
2. We'll confirm the return is eligible and provide instructions for sending the item back
3. Once received and inspected, refunds are processed to your original payment method

Items sent back to us without first requesting a return may not be accepted.

What can't be returned

For hygiene reasons, we're unable to accept returns on products that come into contact with the body. This includes but is not limited to:

• Compression garments and stockings
• Continence products
• Cushions and pillows
• Any item that has been used

If you're unsure whether a specific product can be returned, check the product page or ask us before you order.

Wrong item ordered or changed your mind?

If you ordered the wrong product or changed your mind, you can return it within 14 days of delivery provided it's unused and in its original resaleable condition. Return shipping costs are the customer's responsibility for change-of-mind returns.

Faulty or incorrect items

If an item is faulty, damaged, or not what you ordered, this policy does not limit your rights. Contact us and we will arrange a replacement, repair, or refund at no cost to you, consistent with your rights under the Australian Consumer Law. These statutory rights exist in addition to, and are not replaced by, this returns policy.

Who pays return freight?

For change-of-mind returns, the customer covers return shipping. For faulty, damaged, or incorrectly supplied items, Aged Care Direct covers the cost.

This policy applies to products delivered within Australia and does not affect your rights under the Australian Consumer Law.