EFFECTIVE DATE: 26/07/2024
Spectrum Therapy Australia strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.
Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions
Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.
We ask that you let us know within 3 days of receiving your order that you wish to initiate a return ask@spectrumtherapy.com.au If you need to
If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:
– send the correct item; or
Damaged Products (Damaged During Shipping):
Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (i.e photo of the damaged box prior to opening) and let us know if you would like us to:
Faulty Products:
If a product is found to be faulty or not working as intended upon receipt, we are here to help. Our goal is to ensure you have a product that meets our high standards and your expectations.
Unfortunately, we cannot accept returns for sale items or clearance items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered).
We are unable to offer refunds for incorrect purchases, however we can offer a store credit for the product once the originally purchased, unopened product has been returned to us.
We will arrange for the incorrect, damaged or faulty product to be returned to us and you can let us know whether you would like us to either:
Please see details below on how to organise a return.
Yes. Upon receipt of a returned item reported as damaged, we will perform a quality check to assess the extent of the damage and confirm it aligns with the customer’s description. This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer.
To return an incorrect, faulty or damaged product, please follow the simple steps below:
To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via ask@spectrumtherapy.com.au
To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.
Pack and seal the item/s in their original shipping package and post them back to us.
Processing Times for Returns
Once we receive your returned item, please allow up to 5 business days for your return to be processed. Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.
Provided that we receive the products in their unused and unopened condition we will arrange for a credit note to be provided. Your credit note is awarded after the return item has been received by Spectrum Therapy Australia. Please keep all email references regarding your credit note.
We recommend that you return the product via Registered post. Spectrum Therapy Australia will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
Restocking fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.
We will not refund postage costs for returned items except in cases where the return is due to an error on our part, such as if the item is damaged, faulty or incorrect. If you are returning an item due to personal preference or dissatisfaction where no error on our part has occurred, you will be responsible for covering the return postage costs.
Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.
We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.