Refund policy

 

At Osteo Relief Hub, owned by My Retail Group, we are committed to ensuring your satisfaction with every purchase. If you are not entirely happy with your order, our refund policy outlines the steps and conditions for returns and exchanges.

Cancelling an Order

You may cancel an order if it has not yet been picked and posted by; contacting us at help@osteoreliefhub.com.au, presenting proof of purchase and identity. On cancelling the order, We will refund your payment in accordance with our Refund Policy.

If we cannot stop the shipment of the order at the time of cancellation, then you will be required to return the products in order to receive a refund in accordance with our Refund Policy and;

We reserve the right to charge an administration fee to cover our reasonable costs in respect of your order cancelled order.

Return to sender 

IMPORTANT: In the event the carrier has attempted delivery and/or attempted to make contact but were unsuccessful in delivering your order due to incomplete address (including business name) as deemed by the carrier this will incur an RTS fee imposed by the carrier to the value of original shipping in addition to reshipping and redelivery fee.

Faulty Items / Warranty / Returns

Please refer to the advertisement for details of the duration of the warranty on the product. Should you receive your items with the following faults we will happily offer replacement items subject to stock availability. If we do not have a replacement item a full refund will be given subject to you contacting us within 10 calendar days of the receipt of the item.

  • Product is Dead on Arrival
  • An incorrect item was shipped to you

If the above applies please contact us within 10 calendar days of delivery of the item to arrange for it to be replaced.

Configure-to-order, personalized or other customized products may not be returned for refund or exchanged under any circumstances unless such product is Dead on Arrival (see the section below for more detailed information on such Dead on Arrival products).

Products must be returned to us within 10 calendar days of delivery.

All products must be packed in the original packaging and include any accessories, manuals, documentation and registration that shipped with the product, please ensure that you repackage the item well. For your own protection we recommend that you register the returned parcel at your own expense.

All returned goods will be checked by our service department prior to replacement. If no fault is found return will be at the customer’s expense.

Returns and Exchanges

  • Eligibility: You may return or exchange products within 10 days of receiving your order. To be eligible, items must be unused, in their original packaging, and in resalable condition. Osteo Relief Hub reserves the right to determine if a returned product is eligible for a refund.
  • Non-Returnable Items: Certain products are exempt from returns and exchanges, including any form of perishable goods, gift cards, and customised items
  • Return Process:
    1. Contact our customer service team at help@osteoreliefhub.com.au within 10 days of receiving your order to initiate a return or exchange.
    2. Provide your order number and specify the items you wish to return or exchange.
    3. Our team will guide you through the return process and provide any necessary instructions.
  • Shipping Costs: Customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect items).
  • Refunds: Once your return is received and inspected, we will process your refund to your original payment method. Please note that it may take additional time for your bank or credit card company to process and post the refund.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [customer service email] with your order number and details of the issue. We will work with you to resolve the problem promptly, either through a replacement or a full refund.

 

Shipping The Item

  1. You are responsible to pay for the shipping of the unit to us and the cost of return shipping back.
  2. We recommend that you insure your package, as we cannot be responsible for any damage to or loss of the unit until it is received in our facility.
  3. We are not responsible for any loss or damage if you do not use a traceable shipping method.

Any questions about this or other policies of the company please feel free to contact us.

Contact Us

For any questions or concerns regarding our refund policy, please reach out to our customer service team at help@osteoreliefhub.com.au.

This refund policy is subject to change. Please review it periodically for any updates.