Refund Policy

Standard Return Policy
We understand that sometimes things don’t work out, and we’re here to help. Here’s everything you need to know about returning your purchase:
  • Return Window: You have  30 calendar days from the date you received your order to initiate a return. We recommend starting the return process as soon as possible to ensure it falls within this window.
  • Order Number Requirement: Be sure to include your original order number with your return. If you can’t find your order number, please reach out to us before shipping your item, and we’ll assist you in locating it.
  • Eligible Purchases: Only items purchased directly from www.recoveryproject.com.au can be returned through us. For items purchased from third-party retailers, please follow their return and refund policies.
  • Condition of Returned Items: If your item has been opened or used, a 10% restocking fee will apply. We also ask that the item be in good condition to be eligible for a refund.
  • Shipping Costs: We do not cover shipping costs for returns unless the item is defective. For other returns, customers are responsible for return shipping fees. Consider using a trackable shipping service to ensure your return reaches us safely.
  • Packaging: Please ensure that your return includes all original cords, accessories, and documentation. Items returned without these components may be subject to additional fees or denial of a refund.
Refund Policy
We strive to make the refund process as quick and simple as possible:
  • Inspection & Processing: Once we receive and inspect your returned product, our accounting team will process your refund within 2-3 business days. We’ll notify you via email once your refund has been initiated.
  • Refund Confirmation: You’ll receive a confirmation email with the refunded amount and the payment method used.
  • Refund Method & Timeline: Your refund will be issued to the same payment method used during your purchase. Depending on your bank or payment provider, please allow up to 7-10 business days for the refund to reflect in your account.
  • Partial Refunds: If items are returned in used or damaged condition, a partial refund may be issued at our discretion, depending on the extent of the wear and tear.
Warranty Policy
We are confident in the quality of our products and are happy to offer a one-year warranty on all our items. If your product experiences defects due to materials or workmanship, we’ll repair or replace it at no cost to you.
What’s Covered:
  • Defects in materials or workmanship under normal use within 1 year from the purchase date.
What’s Not Covered:
  • Damage caused by accidents, misuse, mishandling, or improper transport.
  • Units taken outside Australia or New Zealand.
  • Units that have been subjected to unauthorized repairs.
  • Improper use of the product, or failure to follow our care instructions.
  • Damage exceeding the cost of the product itself.
  • Deterioration caused by improper storage or conditions that deviate from the care instructions.
  • Failure to provide dated proof of purchase.
  • Products purchased from unauthorized retailers.
Warranty Process:
  1. Initiate a Claim: Contact us at [insert contact email/phone] with your proof of purchase and a description of the issue. Photos or videos of the defect will help speed up the process.
  2. Product Inspection: After receiving your claim, we may request that the product be returned for inspection. If a defect is confirmed, we will proceed with a repair or replacement at no cost to you.
  3. Repair or Replacement: Depending on the defect, we will either repair the product or send you a replacement. In certain cases, we may offer a partial refund instead of repair or replacement, particularly for products with non-critical defects.
    30-Day Money-Back Guarantee
    We value your business and want you to be fully satisfied with your purchase. If you’re not happy with your product within 30 days, we’ve got you covered!
    • Return Window: You have 30 calendar days from the date you receive your order to initiate the money-back guarantee process.
    • Shipping Costs: Return shipping costs are the responsibility of the customer.
    • Condition of Returned Items: To qualify for a refund, the product must be in good condition. We cannot accept items that are stained, damaged, or show signs of excessive wear due to improper use.
    • Refund Method: Once we receive your return, we will issue a full refund to the original payment method used at checkout. Please allow 5-7 business days for the refund to be processed, and up to 10 additional business days for the funds to appear in your account depending on your payment provider.
    • Eligibility:
      • This money-back guarantee is available only to full-paying customers who have used the product for at least 14 days.
      • If you received your item as a gift, we can offer a gift certificate or refund the original purchaser, depending on the circumstances.
    • Interest-Free Finance Purchases: If you purchased using interest-free finance, any additional charges applied by your finance provider are outside of our control and cannot be refunded. Please refer to your finance provider's terms for details.
    • Exchanges: If you’d prefer to exchange your product for another item in our range, please let us know during the return process! We’re happy to provide you with an alternative option.
    How to Initiate a Return:
    1. Contact our customer support team at [contact email/phone] to start your return and receive a prepaid shipping label.
    2. Repack the product with all original accessories, cords, and documentation.
    3. Drop the package off at your nearest courier location.
    4. We’ll inspect the item upon receipt and process your refund or exchange promptly.

    Manual Guides

    Feel free to check out our Manual Guides to find a detailed guide on how to use your recovery items.

    FAQ

    Use this text to share information about your product or shipping policies.

    Our customer support is available Monday to Friday: 8am-8:30pm.Average answer time: 24h