Returns & Refund Policy

Last updated: June 21, 2025

At OneX Medical, as the exclusive importer and distributor of TensCare products in Australia and New Zealand, we are committed to providing you with high-quality products and an exceptional shopping experience. Your satisfaction is our priority, and we understand that sometimes a return or exchange may be necessary. This policy is designed to be clear, transparent, and fair, ensuring a smooth process while also safeguarding the integrity of our business operations.

We have crafted this policy to meet and exceed the requirements for an "Excellent" score on Google Merchant Center, offering a robust return window and clear conditions.

1. 30-Day Satisfaction Guarantee

We offer a 30-calendar-day return period from the date of purchase or delivery. If you are not completely satisfied with your eligible item, you may return it within this timeframe for a refund or exchange, provided it meets the conditions outlined below.

2. Eligibility & Condition for Returns

To be eligible for a return, your item must meet the following criteria:

• Condition: The item must be returned in its original, unused, and unopen condition. This means the product should show no signs of use, wear, or damage, beyond careful handling to inspect the item.
• Original Packaging: All original packaging, including boxes, dust bags, and protective materials, must be intact and returned with the item.
• Tags & Labels: All original tags, labels, and protective seals must remain attached to the item. Do not remove them if you intend to return the product.
• Completeness: Any accessories, manuals, complimentary items, or components that came with the product must also be returned.
• Proof of Purchase: A valid proof of purchase (e.g., original receipt, order confirmation email, or order number) is required for all returns.

3. Non-Returnable Items / Exceptions

For health, hygiene, or other specific reasons, certain items are exempt from our return policy. These include:

• Personalised or Customised Items: Products that have been specifically customised or personalised to your specifications are non-returnable, unless there is a clear manufacturing defect or an error on our part.
• Sale and Clearance Items: Items purchased during a sale, clearance event, or marked as "final sale" are generally not eligible for returns or refunds.
• Hygiene-Sensitive Products: For health and hygiene reasons, items such as (but not limited to) electrodes, probes, or personal care devices, are non-returnable once opened or used, unless they are found to be defective upon arrival.

4. How to Initiate a Return

If you believe your situation qualifies for a refund based on the conditions outlined above, please follow these steps:

Contact Customer Support:

Reach out to our customer care team at [email protected] within the specified timeframe for your particular issue.

Provide Details:

Clearly explain the reason for your refund request, and include relevant order details such as your order number, product name, and any supporting images if applicable.

Await Response:

Our customer care team will review your request and get back to you as soon as possible with further instructions.

Items returned without prior authorisation may be subject to delays or refusal.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon receipt.

• If your item arrives defective, damaged during transit, or if you receive the wrong product, you must contact our Customer Support team at [email protected] within 3 business days of delivery.
• Provide your order number, a clear description of the issue, and include photographic evidence of the damage or defect where possible.
• We will promptly assess the situation and, if confirmed, arrange for a replacement, repair, or full refund, including covering the return shipping costs.

6. Return Shipping

• For Returns: For returns where the item is not defective, damaged, or incorrect (e.g., for reasons of customer preference or if the item is no longer required), the customer is responsible for the cost of return shipping. We do not provide pre-paid shipping labels for these types of returns. We highly recommend using a trackable and insured shipping service, as we cannot be responsible for items lost or damaged during return transit.
• For Exchanges: For approved exchanges within Australia, we will issue a shipping label to facilitate the return of your original item.
• For Damaged, Defective, or Incorrect Items: If the return is due to our error (e.g., a defective product or incorrect item sent), we will cover the return shipping costs.

7. Refunds

Once your return is received and thoroughly inspected by our team, we will notify you of the approval or rejection of your refund.

• Approval: If your return is approved, your refund will be processed within 5-10 business days of approval. A credit will automatically be applied to your original method of payment. Please note that the time it takes for the refund to appear on your statement may vary depending on your bank or payment provider.
• Rejection: If your return is rejected (e.g., due to not meeting return conditions, signs of misuse, or missing components), we will contact you to explain the reason. In such cases, the item may be returned to you at your expense.

8. Deductions for Non-Recoverable Payment Processing Fees

Please be aware that for returns where payment was made via certain third-party payment services, such as Buy Now Pay Later (BNPL) providers (e.g., Afterpay, Zip, Klarna) or certain Credit Card/PayPal transactions, we may incur non-recoverable processing fees from these providers.

Therefore, we reserve the right to deduct these non-recoverable fees from the total refund amount to cover these costs. Typically, this deduction may be up to 6.5% for BNPL services and up to 3% for credit card/PayPal transactions. This deduction applies only to the non-recoverable portion of the fees we paid for your original transaction.

Restocking Fees: Please be aware that for returns initiated due to customer preference (e.g., change of mind, incorrect item ordered by customer), a restocking fee of AUD9.99 will be applied. This fee covers the costs associated with processing the return, inspecting the item, and returning it to inventory. The restocking fee will be deducted from your total refund amount. This fee does not apply to returns of damaged, defective, or incorrect items where the fault lies with TensCare Australia / OneX Medical.

9. Gift Returns

Returns of items received as gifts are allowed, provided they meet our eligibility criteria. However, please note that refunds for gift returns will be issued to the original purchaser's payment method.

10. Prevention of Misuse & Right to Refuse Service

We reserve the right to refuse a return or refund if:

• The item does not meet our stated return conditions.
• There are clear signs of misuse, excessive wear beyond normal handling, or intentional damage.
• There is evidence of fraudulent activity or abuse of our return policy (e.g., excessively frequent returns, a pattern of buying and returning items for temporary use).

In instances of suspected fraud or policy abuse, we may, at our discretion, refuse future service or take appropriate action to protect our business integrity.

11. Contact Us

For any questions regarding our return policy, or to inquire about a return, please contact our Customer Support team at:

Email: [email protected]

Thank you for choosing OneX Medical. We look forward to serving you and ensuring a pleasant shopping experience.

Note: This refund policy is subject to change without prior notice. Any updates will be posted on our website.