Terms and conditions

Definitions

In these terms and conditions, “you” means the customer, “nominated person” means any person appointed by the customer who will receive the goods on his/her behalf, and “services” means all of the operations and services provided or to be provided by RehaCare. “Order” means a fax, mail, or internet order to purchase goods and services from RehaCare. “Order form” is the document created by the customer when placing an order through the RehaCare website, or by customer service staff when taking a phone order.

Please note: while all endeavours are made to ensure pricing is correct, the occasional error may occur. RehaCare reserves the right to contact you prior to fulfilling your order if a pricing error has occurred. In this case you may decide at your discretion whether to keep the order at the corrected pricing (any difference to that which you have already paid or been billed to be payable by you) or cancel the order and receive a refund.

Pricing

Subject to the conditions below, the prices set out on our website or order form are effective as of the date indicated therein. All prices are subject to change without notice.

Delivery terms

All products are supplied and delivered to the customer’s residential or office address, as indicated in the internet or phone order. This address must be located in the delivery areas; pick up is possible only by appointment from our head office or warehouse. Orders are shipped within 24 hours. Orders received on weekends and public holidays are considered received the next business day for processing and delivery purposes. Delivery is affected if the customer’s credit card is declined during processing with the bank.

You agree and acknowledge that nominated delivery times are indicative only and that RehaCare will not be liable for any failure to achieve those delivery times. Should RehaCare be prevented from delivering the products at the time promised by reason of unexpected or exceptional cause, existing either at the RehaCare premises or during the process of delivery, the time for delivery shall be extended until the operation of the causes preventing delivery has ceased.

Changes to products ordered

Orders cannot be cancelled or changed. In very limited cases, we may be able to process changes or cancel your order if it has not been processed for shipment and sent to the warehouse. Once your order has been sent to the warehouse we cannot make any changes. Our aim is to dispatch orders as soon as possible, so it is best to take your time before ordering.

Claims

We accept claims within fourteen (14) days of the invoice date. After this time, claims may be accepted at our discretion on a case by case basis. Customers must keep boxes and any other items delivered by our courier in case we request additional information about goods damaged in transit, goods not received, and similar. We may request pictures of the boxes or goods in order to process your claim. In the case of refunds, RehaCare may require paperwork to be completed, including but not limited to a Statutory Declaration.

Conditions for return

No return is possible if products have been opened or packaging has been damaged. If a delivery contains products not selected by the customer when the order was placed, RehaCare will exchange the products providing they have not been used or opened and the customer contacts RehaCare within fourteen (14) days from the date of invoice with proof of purchase.

RehaCare may choose to charge a 15% restocking fee unless the return is due to an error by RehaCare. Freight of goods returned is the responsibility of the customer unless the return is due to an error by RehaCare. If goods were received damaged by RehaCare but were shipped undamaged by the customer, we cannot take responsibility for goods received damaged. Delivery and packing charges on returns are not refundable.

RehaCare must agree to the credit request prior to the return of the goods and a Return Authorisation number must be issued. Any goods returned without prior authorisation, or using a method other than the one advised by RehaCare, shall be the sole responsibility of the customer for freight, shipping and handling costs. The customer will also be liable for loss or damage in transit and any associated costs, including but not limited to the cost of replacing the goods.

Refunds

Refunds for change of mind are available within 14 days, provided the product is returned in its original, unopened packaging with product labels and tags intact and packaging seals intact. To request a return you require a Returns Authorisation form, which can be applied for by emailing sales@rehacare.com.au.

Returns for faults are accepted within the warranty period for the product (generally 3 months) or as indicated by Australian Consumer Law. Please contact sales@rehacare.com.au to get a returns authorisation form before returning any item. Failure to get a returns authorisation before returning your product might lead to delays in processing your return, or a refusal of your return.