Refund policy
TensCare Returns & Refund Policy
At TensCare, we want you to be completely satisfied with your purchase. This Returns & Refund Policy provides our change-of-mind terms and operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.
1. Change-of-Mind Returns
We offer a 7-day change-of-mind return period from the date you receive your order, subject to the following conditions:
• Store credit only: We do not provide cash refunds for change-of-mind returns. Approved change-of-mind returns will be issued as store credit.
• Original shipping costs: Where your original order qualified for free shipping (orders over $150), our standard shipping cost of $12.95 will be deducted from the store credit issued.
• Return shipping: The cost of returning an item due to change of mind is the responsibility of the customer.
• Condition: Items must be completely unused, unopened and in their original packaging, with all factory seals intact.
• Health and hygiene products: For health and hygiene reasons, personal-care products, electrodes, probes and other skin-contact items cannot be returned for change of mind once their packaging or hygiene seal has been opened or broken.
These change-of-mind conditions do not affect your rights in relation to faulty, damaged or otherwise non-compliant goods under the Australian Consumer Law.
2. Faulty, Damaged or Non-Compliant Goods
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. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
• Return shipping: Where an item is faulty, damaged on arrival or otherwise fails to meet the consumer guarantees under the ACL, TensCare will cover reasonable return shipping costs. Where appropriate, we may provide a prepaid return shipping label.
• Major failures: Where a product has a major failure, you are entitled to choose a refund or replacement in accordance with your rights under the Australian Consumer Law.
• Minor failures: Where a problem is not a major failure, we may repair or replace the item within a reasonable time in accordance with the Australian Consumer Law.
• Assessment: We may request reasonable evidence of the issue, such as photographs or video, or ask you to return the product so that we can assess the fault. This does not limit your rights under the Australian Consumer Law.
3. How to Return an Item
To request a return:
- Email orders@tenscare.com.au with your order number and the reason for your return.
- For faulty or damaged items, please include clear photographs or video of the issue where possible.
- Our team will provide you with the appropriate return instructions and, where applicable, return shipping arrangements.
- Please pack the item securely to prevent damage during transit.
4. Refunds & Processing Times
• Inspection: Once your return has been received and assessed, we will contact you to confirm the outcome.
• Change-of-mind store credit: Approved change-of-mind returns will generally be issued as digital store credit within 3–5 business days after the returned item has been received and approved.
• Refunds for faulty goods: Where a refund is the appropriate remedy, approved refunds will be returned to your original payment method. We will generally process the refund within 3–5 business days. Your bank or payment provider may require additional time for the funds to appear in your account.
Australian Consumer Law
Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.