Returns and Refunds Policy

RETURN & REFUND POLICY AND PRODUCT WARRANTY

Return Policy

bettercaremarket is committed to customer satisfaction and this commitment is reflected in our Returns Policy.

The bettercaremarket Return Policy applies to all purchases made online at www.bettercaremarket.com.au or over the telephone with a customer service representative.

The bettercaremarket Return Policy does not exclude or replace your rights given under the Australian Consumer Law and regulations. Some of the goods advertised on our website come with a manufacturer's warranty. You should contact the manufacturer directly for details relating to the available manufacturer's warranty (if any); you can always contact bettercaremarket customer service team to assist you further.

Damaged or Faulty Products:

In the case that the product you have bought shows signs of damage, is faulty or is not able to be used for its intended purpose, please call us on 1300 172 151 within 5 business days of receiving their product so we can assess and proceed to provide you with instructions for how to return the product.

  1. Once you find that the goods you received are faulty or damaged, call us immediately
  2. Provide us with a copy of your tax invoice or similar proof that the item was purchased from us
  3. Describe accurately the problem you have encountered and provide evidence (e.g. a photograph) to support your claim
  4. State whether you are requesting a replacement, repair, refund or credit
    1. When a return is authorized (and in some cases; when a RA number is provided), it is the buyer’s responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to return the product in its original packaging may affect the ultimate resolution to be offered, which may include repairs, replacement items or store credit at our discretion

Refund Policy

Your right to have your purchase repaired, replaced or a refund of purchase price

You are entitled to have your purchase repaired, replaced or a refund for the item you purchased from bettercaremarket if the item is:

  1. faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or
  2. not 'of merchantable quality', meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or
  3. not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and
  4. you return the item within a reasonable time after purchase and provide bettercaremarket with proof of purchase, such as your original bettercaremarket receipt or bank statement.

If you do not return the item within a reasonable time, you will not be entitled to a refund of the purchase price but you will be entitled to exchange the goods or have them repaired.

bettercaremarket reserves the right to ask you to demonstrate that you did not cause or create the fault in the item.

When you do NOT have the right to return a product to bettercaremarket

bettercaremarket is not legally obliged to give refunds of the purchase price or exchange them, simply because you:

  • changed your mind
  • ordered the wrong product
  • found the product cheaper elsewhere
  • were aware of the relevant fault before buying the product, such as if the fault was written on the tag, or indicated in the photos or item description online
  • damaged the product by misusing it
  • used the product for a very long time and the problem is as a result of usual wear and tear

Finally due to hygiene/health reasons, bettercaremarket's return & refund policy does NOT apply under any circumstances to purchases of the following items:

(a)    Toilet Seat Raisers

(b)   Bed Side Commodes

(c)    Shower Stools/Chairs

(d)   Shower Commodes

(e)   Hip Savers

(f)     Jewellery

(g)    Stockings

Customer Guarantees and the Australian Consumer Law

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe. However, the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.

Where an item is damaged through misuse or abnormal use, bettercaremarket cannot provide a refund, exchange or repair, whether usage fault is identified by bettercaremarket, the manufacturer or their service agent.

bettercaremarket will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.