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 process as soon as possible.
  • Order Number Requirement: Please include your original order number with your return. If you can’t find it, contact us before shipping your item and we’ll assist you.
  • Eligible Purchases: Only items purchased directly from www.recoveryproject.com.au can be returned through us. For third-party retailers, please follow their return/refund policy.
  • Condition of Returned Items: If your item has been opened or used, a 10% restocking fee will apply. Items must be in good condition to qualify for a refund.
  • Shipping Costs: We do not cover return shipping unless the item is defective. Customers are responsible for other return shipping costs. (We recommend using a trackable service.)
  • Packaging: Please include all original cords, accessories, and documentation. Missing components may result in additional fees or denial of refund.

Refund Policy

We strive to make the refund process as quick and simple as possible:

  • Inspection & Processing: Once your return is received and inspected, our accounting team will process your refund within 2–3 business days.
  • Refund Confirmation: You’ll receive an email with the refunded amount and payment method.
  • Refund Method & Timeline: Refunds are issued to the original payment method. Depending on your bank/payment provider, please allow up to 7–10 business days for funds to appear.
  • Partial Refunds: If items are returned in used or damaged condition, we may issue a partial refund at our discretion.

Warranty Policy

We are confident in the quality of our products and provide a one-year warranty on all items. If your product has defects due to materials or workmanship, we’ll repair or replace it at no cost.

What’s Covered:

  • Defects in materials or workmanship under normal use, within 1 year of purchase.

What’s Not Covered:

  • Accidental damage, misuse, mishandling, or improper transport
  • Units taken outside Australia or New Zealand
  • Unauthorized repairs
  • Improper use or failure to follow care instructions
  • Damage exceeding the product’s value
  • Deterioration from improper storage
  • Lack of dated proof of purchase
  • Purchases from unauthorized retailers

Warranty Process:

  1. Initiate a Claim: Contact us at [insert contact email/phone] with proof of purchase and a description of the issue (photos/videos help speed up the process).
  2. Product Inspection: We may request the product be returned for inspection.
  3. Repair or Replacement: If a defect is confirmed, we’ll repair or replace your item. In some cases, we may offer a partial refund instead.

 

30-Day Returns

We value your business and want you fully satisfied. If you’re not happy within 30 days, we’ve got you covered.

  • Return Window: 30 calendar days from receipt of your order.
  • Return Shipping Costs: Customers are responsible for the cost of return shipping under this guarantee.
  • Condition of Returned Items: Items must be in good condition. We cannot accept items that are stained, damaged, or excessively worn.
  • Refund Method: Once we receive your return, we’ll issue a full refund to the original payment method. Processing takes 5–7 business days, with up to 10 additional days for funds to appear.

Eligibility:

  • Available to full-paying customers who have used the product for at least 14 days.
  • Gifted items may be exchanged for store credit or refunded to the original purchaser.
  • Interest-Free Finance Purchases: Any additional finance provider charges cannot be refunded.

Exchanges:
Prefer an exchange? Let us know during your return process, and we’ll help you find an alternative product.

 

How to Initiate a Return

  1. Contact our customer support team at [contact email/phone] to start your return.
  2. Repack the product with all original accessories, cords, and documentation.
  3. Ship the package using your preferred courier (customer responsible for return shipping cost).
  4. Once received, we’ll inspect and process your refund or exchange promptly.