Refund policy

GENERAL RETURN INFORMATION

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You are entitled to a replacement, credit or refund where item(s) are:

  • faulty
  • wrongly described
  • different from a sample shown to you.

If you simply change your mind, don’t worry. Provided you return your product in its original as-new condition with packaging and proof of purchase, we’ll gladly exchange it, provide a physiorehab e-gift card or refund. Some exclusions apply, listed below.

Exclusions

Products that are excluded under our change of mind Returns Policy include:

  • tailor-made customer orders
  • rebel Gift Cards, vouchers, credit vouchers
  • delivery fees and charges

Expenses relating to product returns

Any expenses relating to the return of your product to a rebel store will normally be your cost. This does not impact your consumer guarantee rights, you may be entitled to recover reasonable postage or transportation costs if the product is confirmed to have a problem. For online store purchases that meet the return criteria, we will pay for return freight for any parcel.

Should we refund an online purchase if you change your mind, the refund or e-gift card issued will be for the value of the purchased items online, excluding any delivery fee incurred.

Some products need to be assessed

We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Some products may need to be sent to the manufacturer or their repair agent for assessment.

Our goods come with guarantees that cannot be excluded under 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Return Process

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@physiorehab.com. Please note that returns will need to be sent to the following address: Physio Fitness Australia Pty Limited, 26-30 Spring Street, Suite 602, Bondi Junction NSW 2022, Australia

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@physiorehab.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@physiorehab.com.