Refund policy

Returns

Nothing in this Returns & Refunds Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or other applicable laws which cannot be excluded, restricted or modified.

Under the Australian Consumer Law, consumers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Consumers are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our 30-day returns policy applies to change-of-mind returns only and does not limit any rights you may have under the Australian Consumer Law.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Customers are requested to contact Liberty Healthcare and obtain written return authorisation before returning products so we can assist with the return process efficiently.

All change-of-mind APPROVED RETURNS must be properly packaged (original packaging), be in good condition, include a copy of the original Tax Invoice and should be returned within 7 days of authorisation where reasonably practicable.

For APPROVED change-of-mind returns, return shipping costs are the responsibility of the customer.

Several types of goods are exempt from being returned. We do not accept return of products that are stained or soiled in any way. 

Non-returnable items:
- Used personal care items
- Used Bathroom Aids and personal hygiene products 

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial change-of-mind refunds are granted (if at all) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any approved change-of-mind return received more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Approved change-of-mind returns may incur a 25% restocking fee. This fee does not apply where you are entitled to a remedy under the Australian Consumer Law.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@libertyhealthcare.com.au.

Sale items (if applicable)
Sale items are not eligible for change-of-mind refunds unless required under the Australian Consumer Law.

Exchanges (if applicable)
If a product is faulty, damaged, not as described, or does not meet consumer guarantees under the Australian Consumer Law, we will provide an appropriate remedy in accordance with our obligations under the Australian Consumer Law, which may include repair, replacement or refund depending on the nature of the issue.

Send us an email at sales@libertyhealthcare.com.au to start this process.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: Liberty Healthcare, 1774 Sandgate Road, Virginia QLD 4014, Australia

For change-of-mind returns, return shipping costs are the responsibility of the customer. Where a product is faulty, damaged, incorrect or not as described, Liberty Healthcare will comply with its obligations under the Australian Consumer Law, including reimbursement of reasonable return shipping costs where applicable.

For change-of-mind returns, original shipping charges are non-refundable unless otherwise required under the Australian Consumer Law. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.