Refund Policy


RecoveryPRO Australia Returns Policy

We want you to love your purchase, but if you have changed your mind you can return
most unused as long as you have your receipt or proof of purchase. You can also return
items via post (postage fees apply) to:

PO BOX 2026

Items sent to the above address must have an approved returns application or it will be
returned back to sender with all costs forwarded. Our policy including the change of
mind limits do not exclude or replace your rights under Consumer Guarantees of the
Australian Consumer Law, regulations or otherwise as required by law.

Please note that the only FULL PRICED AND PRE-ORDER UNITS are eligible for a
AND CAN ONLY BE EXCHANGED IF FAULTY. For all queries relating to exchanges,
warranty and refunds, please contact at

Change of mind

To ensure you can shop with confidence, we have temporarily extended our Returns
Policy to include change of mind. See our Returns Policy for further details.

If you have changed your mind, we may offer you a refund provided that the refund

● is made within 14 days of purchase or within 7 days of receipt, whichever comes
● you are able to provide satisfactory proof of purchase (see below); and
● the merchandise is in unused condition, that is it is unworn or unused with all
original sealed packaging or tags attached and where the product seal is not
broken or tampered; and
● the item is not subject to the exclusions listed below

Our team members will assess the item prior to determining whether the return is
acceptable and in accordance with our Returns Policy prior to issuing a refund. Please
note that delivery and fees incurred with the order will have to be reimbursed to
RecoveryPRO Australia prior to the refund being accepted.

Excluded change of mind items

Returns and exchanges will not be provided on the following types of merchandise
unless the product fail to meet a consumer guarantee:

● Custom made, monogrammed, personalised, and altered products
● Accessories and Shakers
● Gift Cards or vouchers
● Any merchandise where the GST has been claimed under the Tourist Refund
Scheme, unless proof of repayment of the GST upon return to Australia is

Sales to individuals who RecoveryPRO Australia believes to be resellers or bulk
purchasers are final sales, and the change of mind policy does not apply.

If you are unable to provide satisfactory Proof of Purchase, we are unable to provide
you with a change of mind return.

We recognise that the option to return an unwanted item is important to our customers.
To ensure a positive shopping experience for all customers and to prevent fraud, abuse
and misuse of this policy, RecoveryPRO Australia may refuse to accept items returned
for Change of Mind if we identify an unreasonable or excessive return pattern and may
also restrict or refuse future transactions from such individuals.

Proof of purchase

Refunds, exchanges or repair requests must be accompanied by any one of the
following proof of purchase documents:

● Original register receipt tax invoice (electronic or photograph will be accepted)
● Online Tax Invoice (order confirmations will not be accepted)
● Original return/exchange receipt/gift receipt

Please note that our team members are not responsible for proving your purchase. You
must supply the proof of purchase, which our team members can validate.

Gift receipts

If you are making a gift purchase we are happy to provide a gift receipt, just let our
Team Member know you require one. Any returns made using a gift receipt will be
refunded as a store credit based on the original purchase value.

Consumer Guarantees

As a consumer, you are entitled to certain guarantees in respect of goods and services
purchased from RecoveryPRO Australia. These guarantees are called Consumer
Guarantees and are not impacted by the change of mind policy or limited by a defined
timeframe. The Australian Consumer Law, however does recognise that the relevant
time period may vary by product (or service) depending on the nature of the goods (or
service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty or defective, it may be necessary for us to send your
goods to the manufacturer or their service agent for it to be assessed within a
reasonable period of time. If the goods or service has a major failure, we will repair the
item (or, at our discretion, we may replace the item or refund you) within a reasonable
time. Goods presented for repair may be replaced by refurbished goods of the same
type rather than being repaired. Refurbished parts may be used to repair goods.

Where an item is damaged through misuse, neglect or abnormal use, RecoveryPRO
Australia will not provide a refund, exchange or repair.

Our goods come with guarantees that cannot be excluded under the Australian
Consumer Law. You are 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.
RecoveryPRO Australia will require satisfactory proof of purchase before providing a
remedy under the Australian Consumer Law.

Return tender

Refunds for all purchases will be given using your original payment method (online
purchases will automatically be refunded to the account used to pay) except in the
following circumstances:

● where a credit or debit card was used to make the purchase, the cardholder and
the same card used for the purchase must also be presented and used for the
refund, otherwise a store credit will be provided
● If the purchase was made by Gift Card or Voucher, a Gift Receipt must be
presented, for a store credit to be issued

● If the purchase was made using a mobile payment or digital wallet service such
as Apple Pay, Samsung Pay, Google Pay, Afterpay, Zip Pay etc, the refund will
be processed back to the mobile or digital wallet

Please note that all fees incurred will be deducted from the refund amount. Please note
the expiry date of the refund will be 6 months from the date provided.

Gift or bonus with purchase offers and bundled items

Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also
be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is
not in a saleable condition, the value of any available refund will be reduced by the
value of the gift or bonus (in full or in part)

In the instance of bundle offers, all items within the bundle must also be returned or the
value of the unreturned items will be deducted from any available refund.

Bonus gift card with purchase

Where a bonus Gift Card is issued at the time of purchase, the bonus Gift Card must
also be returned with the merchandise to qualify for a full exchange or refund. Where

the bonus Gift Card has been fully or partially redeemed, the amount redeemed will be
deducted from any available refund.


RecoveryPRO Australia is committed to protecting your privacy. You may be asked to
present and record photo identification so that we can record your name, identification
type, identification number and expiry date and verify your signature. Acceptable
identification must also include your full name with a future expiry date. For example,
Australian Driver’s Licence or Passport.

Please note, when returning merchandise totalling $1,000 or more and requesting a Tax
Adjustment Note, your name, address and ABN (if applicable) will be required.

Information collected will be securely stored for a reasonable period of time. It may be
used for fraud protection activities and for the purpose of RecoveryPRO Australia
research and analysis. It may be disclosed to state and territory departments upon
request, as required by law.

If you wish to access your information held by RecoveryPRO Australia in relation to
returns, please contact the RecoveryPRO Australia Customer Service team at

To protect against fraudulent transactions, the following policies apply to ensure
the safety of our customers and online experiences.
Please note that in the event that your purchase is detected as suspicious, an
email requesting further identification will be sent. Should you wish to retain your
personal information, your existing order will be cancelled and a new order will
be issued with a request for payment to be made through PayPal, Afterpay or
If you would like to cancel your order, a merchant fee of 1.75% + 30 cents per
transaction fee will incur with Paypal payments and 7.75% + 30 cents with
Afterpay and ZipPay and will automatically be deducted from your refund. This is
a forwarded charge and not from RecoveryPRO Australia.
There by completing a purchase, you agree to the following terms and conditions
mentioned above.