Refund Policy
30-day returns
We want you to be happy with your purchase. If it is not right for you, you have 30 calendar days from the date you receive your order to start a return for a full refund.
There is no restocking fee. It is fine if you have opened the product and tried it.
What we need back
Please return the product with all original cords, accessories and documentation. Missing components may result in a deduction from your refund.
Items need to be in good working condition. We cannot accept items that are stained, excessively worn or damaged beyond normal trial use. If a product comes back damaged, we may issue a partial refund reflecting the damage, and we will contact you before we do.
Return shipping
You are responsible for return shipping costs unless the item is faulty or was sent in error, in which case we cover it. We recommend using a trackable service, as we cannot refund a return we do not receive.
Where you bought it
We can only process returns for items purchased directly from recoveryproject.com.au. If you bought from another retailer, please follow their returns process.
Gifted items can be exchanged for store credit, or refunded to the original purchaser.
If you purchased using interest free finance, any charges applied by the finance provider are set by them and cannot be refunded by us.
How to start a return
Email us at info@recoveryproject.com.au with your order number and let us know you would like to return your order. If you cannot find your order number, contact us before sending anything back and we will help you locate it.
We will confirm the return address and the next steps. Repack the product with all original accessories, cords and documentation, and send it using your preferred trackable courier.
Refunds
Once your return arrives and has been inspected, we process your refund within 2 to 3 business days.
Refunds are issued to your original payment method. Depending on your bank or payment provider, please allow up to 7 to 10 business days for the funds to appear.
We will email you to confirm the amount refunded and the method it was returned to.
Exchanges
If you would prefer to exchange rather than refund, let us know when you start your return and we will help you find an alternative product.
Warranty
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also 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.
In addition to those rights, we provide a one year warranty on all of our products. If your product develops a defect in materials or workmanship under normal use within one year of purchase, we will repair or replace it at no cost to you.
What the warranty covers
Defects in materials or workmanship under normal use, within one year of the date of purchase.
What the warranty does not cover
- Accidental damage, misuse, mishandling or improper transport
- Unauthorised repairs or modifications
- Failure to follow the care and use instructions supplied with the product
- Deterioration caused by improper storage
- Units taken outside Australia
- Products purchased from unauthorised retailers
- Claims without dated proof of purchase
These exclusions apply to our one year warranty. They do not limit your rights under the Australian Consumer Law.
Making a warranty claim
Email info@recoveryproject.com.au with your dated proof of purchase and a description of the issue. Photos or a short video help us diagnose the problem faster.
For warranty and spare part enquiries we work through a short troubleshooting process with you first. This lets us identify the exact component involved so we can send the right part or unit rather than guessing. It usually takes one exchange of messages.
We may ask you to return the product for inspection. If a defect is confirmed, we will repair or replace the item. In some cases we may offer a partial refund instead, and we will discuss that with you before proceeding.
Contact
The Recovery Project
Email: info@recoveryproject.com.au
Support hours: Monday to Friday, and we aim to reply within 24 hours.
Can't find what you need? Message us through the chat on this page or email info@recoveryproject.com.au and we'll come back to you within 24 hours.
SHIPPING AT A GLANCE
Free standard shipping Australia wide on all orders.
Dispatch takes 5 to 7 business days, a little longer during sale periods.
Once DHL has physically collected your parcel, delivery is typically another 5 to 7 business days.
Your tracking activates at collection, not when you place your order, so there is normally a gap before it arrives.
Orders and shipping
If you haven't received tracking yet, your order is progressing through our dispatch process. We allow 5 to 7 business days for dispatch, and a little longer during sale periods. Tracking activates once DHL has physically collected your parcel, not when you place the order, so there is often a gap before it appears. There's nothing you need to do, and no need to chase us. We'll keep you updated.
Orders are prepared and dispatched within 5 to 7 business days. Each system is prepared and checked before dispatch to make sure everything arrives as it should. During sale periods we work through a higher than usual volume of orders, so some orders take a little longer than usual.
Once DHL has collected your parcel, delivery is typically another 5 to 7 business days depending on your location.
Returns, refunds and warranty
You have 30 calendar days from the date you receive your order to start a return for a full refund. There is no restocking fee, and it is fine if you have opened the product and tried it. Please return the product with all original cords, accessories and documentation.
You are responsible for return shipping costs unless the item is faulty or was sent in error, in which case we cover it. We recommend using a trackable service, as we cannot refund a return we do not receive.
Email us at info@recoveryproject.com.au with your order number and let us know you would like to return your order. We will confirm the return address and the next steps.
Choosing a product
PROPulse is our most customisable, best if you want real control over pressure. PROAir is fully wireless, best if you travel or want to use it anywhere. PROLite is lightweight and simple, good if you are starting out or want short frequent sessions. The Full Body system adds hip and arm attachments and lets two people recover at the same time.
PROPulse is plug-in with 6 chambers and adjustable pressure from 30 to 260 mmHg in 5 mmHg steps. You can deactivate individual chambers to target a specific area. PROAir is fully wireless with 4 chambers and 30 to 240 mmHg, using fixed cycles. It charges via USB-C, so you are not tied to a power point.
One size fits most. Our boots are designed to fit most body types comfortably. PROPulse is roughly 100 cm long with a 75 cm circumference. PROAir is roughly 97 cm and 74 cm. If you are on the shorter side or want a snugger fit, PROAir is the better pick.
Using your products
Yes. Zip them on, press start, and relax. No setup or technical knowledge needed.
You can use them daily. Most people use them for 20 to 30 minutes after training or at the end of the day.
Yes, on PROPulse. It has 6 chambers and you can deactivate individual ones to focus on a specific area or skip somewhere you don't want compressed. PROAir uses fixed cycles, so it doesn't offer chamber by chamber control.
Safety
Our boots are safe for use at home. We do recommend speaking with your doctor first if you have DVT, blood clots, pulmonary embolism, congestive cardiac failure, acute infections, pulmonary edema, thrombophlebitis, or any fracture, wound, lesion or tumour near where the boots sit.
In many cases yes, our boots are often used after injury or surgery. We do recommend checking with your doctor first, particularly if you have had a fracture, dislocation, DVT, blood clots, an infection, or any wound or swelling near where the boots sit.
Many pregnant customers use our boots to help with swelling and soreness. That said, it is always best to check with your doctor to make sure it is right and safe for you.