At TensCare, we want you to be completely satisfied with your purchase. Our returns
policy is designed to give you peace of mind while complying fully with Australian
Consumer Law (ACL).
1. Change of Mind Returns
We offer a strict 7-day change-of-mind return policy from the date you receive your
order under the following conditions:
• Store Credit Only: We do not offer cash refunds for change of mind. Approved
returns will be issued via store credit.
• Shipping Deductions: If your original order qualified for free shipping (orders
over $150), our standard shipping cost ($12.95) will be deducted from your final
store credit amount.
• Return Shipping: The cost of return shipping for change-of-mind returns is the
responsibility of the customer.
• Condition: Items must be completely unused, unopened, and in their original
packaging with all factory seals intact.
• Hygiene Exception: Due to strict health and hygiene regulations, any personal
care products, electrodes, or skin-contact items cannot be returned for a
change of mind once the packaging seal is broken.
2. Faulty or Damaged Items (Australian Consumer Law)
Our goods come with guarantees that cannot be excluded under the Australian
Consumer Law. You are entitled to a replacement or refund for a major failure and
compensation for any other reasonably foreseeable loss or damage.
• Pre-paid Labels: If your item is confirmed faulty or damaged upon arrival, we
will provide you with a pre-paid return shipping label at no cost to you.
• Major Faults: If an item has a major defect, you are entitled to choose between
a full refund, exchange, or store credit.
• Minor Faults: For minor defects, we will repair or replace the item within a
reasonable timeframe.
• Assessment: We require photos, videos, or the physical return of the item to
assess the fault before processing a remedy.
3. How to Return an Item
To start a return, please follow these steps:
- Email our team at orders@tenscare.com.au with your order number and the
reason for the return. - For faulty items, please attach clear photos or videos of the issue so we can
issue your pre-paid label. - Our team will provide you with the return shipping address and instructions.
- Pack your item securely to avoid damage during transit.
Refunds & Processing Time
• Inspection: Once your return is received and inspected, we will email you to
confirm the outcome.
• Store Credit: Approved change-of-mind returns will have a digital store credit
issued to your email within 3 to 5 business days.
• Faulty Refunds: Approved refunds for faulty goods are processed automatically
back to your original payment method. Please allow 3 to 5 business days for the
funds to clear into your account.