Refund Policy
At Knee Massager Australia, we want customers to have a clear and straightforward experience when purchasing from us. This policy explains how returns, refunds, warranty claims, damaged items and product issues are handled.
14-Day Change-of-Mind Return Window
If you change your mind about your purchase, you may contact us within 14 days from the date your order was delivered to request a return.
For a change-of-mind return, the product must:
- Be unused and in its original condition
- Show no signs of use, damage or wear
- Be returned in its original packaging
- Include all accessories, instructions and components supplied with the product
Because our knee massagers are personal-use products, items that have been used, damaged or returned incomplete may not be eligible for a change-of-mind return.
This does not affect any rights you may have if a product is faulty, damaged or otherwise covered by applicable Australian consumer law.
How to Request a Return
Please contact us before sending any product back.
Email: sales@kneemassageraus.com.au
When contacting us, please include:
- Your order number
- Your full name
- The email address used for the order
- The reason for the return request
Once we review your request, we will provide the appropriate return instructions.
Please do not send a product to any address unless our team has first provided return instructions.
Refunds
Once a returned product has been received, it will be inspected to confirm that it meets the applicable return requirements.
If the return is approved, the refund will be issued to the original payment method used for the purchase.
Please note that after we issue a refund, the time it takes to appear in your account can vary depending on your bank, card issuer or payment provider.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty, defective or you receive the wrong product, please contact us as soon as possible at:
Please include your order number and, where possible, clear photos or a short video showing the issue.
This helps our team assess the problem and determine the most appropriate solution.
Where a genuine product fault is confirmed, we may offer a replacement, refund or another appropriate remedy in accordance with our warranty terms and applicable Australian consumer law.
1-Year Warranty
Eligible knee massagers purchased directly from Knee Massager Australia at Kneemassageraus.com.au are covered by a 1-year warranty against genuine manufacturing or product defects arising during normal use.
Our warranty generally does not cover damage caused by:
- Incorrect use or operation
- Accidental damage
- Misuse, abuse or neglect
- Exposure to water or other liquids
- Unauthorised modifications or repairs
- Damage caused by improper storage
- Normal wear and tear from regular use
The Knee Massager Australia warranty applies only to eligible products purchased directly from our official website.
Products Purchased From Other Sellers
You may see similar-looking or duplicate versions of knee massagers sold by other websites, marketplaces or brands.
Our 1-year warranty does not cover products purchased from third-party websites, marketplaces, resellers or other sellers.
If a product was not purchased directly from Kneemassageraus.com.au, you will need to contact the seller you purchased it from regarding their own returns, warranty and after-sales policies.
Return Shipping Costs
For approved change-of-mind returns, the customer is generally responsible for the cost of returning the product.
If we have sent you an incorrect product, or your item arrives damaged or has a confirmed defect, please contact us before arranging any return shipment.
We will assess the issue and provide the appropriate instructions.
Returns That May Not Be Accepted
A change-of-mind return may not be accepted where:
- The product has been used
- The product has been damaged after delivery
- No genuine product fault has been identified
- The item is missing accessories, instructions or original packaging
- The return request is made more than 14 days after delivery
- Damage resulted from misuse, neglect or accidental damage
- The product was purchased from another retailer, marketplace or seller
These conditions do not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under Australian consumer law.
Orders Already Dispatched
Once an order has been dispatched, we may not be able to cancel or intercept it before delivery.
If your parcel has already been dispatched, you can wait for it to arrive and then contact us if you wish to request a return, provided the return meets the conditions set out in this policy.
Our usual delivery timeframe is approximately 5–9 business days.
Replacements & Exchanges
If you receive the wrong item or a genuine product defect is confirmed, our team will review your order and determine the appropriate remedy.
Depending on the circumstances, this may include:
- A replacement product
- An exchange
- A refund
- Another appropriate solution
Please contact us before sending anything back so we can provide the correct return instructions.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law where those rights cannot legally be excluded.
Where Australian Consumer Law provides you with additional rights, those rights continue to apply alongside this policy.
Contact Us
For assistance with returns, refunds, warranty claims, damaged products or other order concerns, contact:
Please include your order number and a clear description of the issue so we can assist you as efficiently as possible.
Knee Massager Australia
Kneemassageraus.com.au
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