TERMS AND CONDITIONS

In this terms and conditions “you” means the customer, “nominated person” means any person appointed by the customer, which will receive the goods on his/her behalf, “services” means all of the operations and services provided or to be provided by Arthritis Supports Australia. “Order” means a phone or internet order to purchase goods and services from Arthritis Supports Australia. “Order Form” is the document created by the customer when placing an order through Arthritis Supports Australia Web site or by customer service staff when taking a phone order. By using the Arthritis Supports Australia web site or by placing a phone order the customer acknowledges that he/she has read and understood these terms and conditions and agreed to be bound by them.

PRICING: Subject to the conditions below, the prices set out in our web site or order form are effective as of the date therein indicated. All prices are subject to change without notice.

DELIVERY TERMS: All products are supplied/delivered to customer’s residential or office address, indicated in the internet or phone order. This address must be located in the delivery areas; pick up is possible only by appointment from our head-office or warehouse. Orders are shipped within 24 hours. Orders received on weekends, public holiday are considered received the next business day for processing and delivery purposes. Delivery is affected if customer’s credit card is declined during processing with the bank. Without limiting the terms herein specified, you agree and acknowledge that delivery times nominated before are indicative only and that Arthritis Supports Australia will not be liable for any failure to achieve those delivery times. Should Arthritis Supports Australia be prevented from delivering the products at the time promised for delivery by reason of unexpected or exceptional cause existing either at the Arthritis Supports Australia premises or during the process of delivery, the time for delivery shall be extended until the operation of the causes preventing delivery has ceased. In the event of any such causes coming into operation, Arthritis Supports Australia shall be the sole judge of whether or not it is able to deliver any products. Arthritis Supports Australia can change at any time delivery schedules without notice. We are unable to call customers before delivery.

SHIPPING METHOD: Arthritis Supports Australia reserves the right to select the method of shipment and the courier.

LIABILITY: Arthritis Supports Australia shall not be liable for injury or damage to or destruction or loss arising out of or incidental to or in connection with or occurring during the provision of the services or for the miss delivery or non-delivery of the Goods and whether or not caused by the default (including negligence of Arthritis Supports Australia  or any agent, servant or officer of Arthritis Supports Australia or any other person entitled to the benefit of these conditions.

PRODUCTS AVAILABILITY: Arthritis Supports Australia will attempt to ensure availability of all products advertised at all times, but cannot guarantee their availability at the time of receiving customer’s order, in such event, Arthritis Supports Australia may delete the product from the customer’s order to avoid more delays; in this event, customer’s credit card will be refunded for the price of the goods not delivered. If items are included in our invoice but not delivered, they were placed in back order, and will be delivered at a later date. Also, as suppliers sometimes have products temporarily out of stock, Arthritis Supports Australia will try to source the same brand in a different presentation; in this event, we will calculate a pro rate of its price as close as possible to the original quantity ordered, for the same or as close as possible to the original quantity ordered, aiming to minimize the inconvenience to the customer of the lack of product. Customer credit card will be refunded for the difference between the original value and the pro rata calculated value of the product.

CHANGES TO PRODUCTS ORDERED: Orders cannot be cancelled or changed. In very limited cases, we may be able to process changes or cancel your order if it has not been processed for shipment and sent to the warehouse. Once your order has been sent to the warehouse we cannot make any changes. Our aim is to dispatch order as soon as possible, so it is best to take your time before ordering.

CLAIMS: We accept claims within fourteen (14) days of invoice date. After this time, claims could be accepted to our discretion in a case by case basis. Customer must keep boxes and any other items delivered by our courier in case we request any additional information about goods damaged in transit, goods not received, etc. We may request pictures of the boxes or goods in order to process your claim. In case of refunds, Arthritis Supports Australia may require to fill some paper work including but not limited to a Statutory Declaration.

CONDITIONS FOR RETURN: No return is possible if products have been opened or packaging has been damaged. If delivery contains products not selected by the customer when the order was placed Arthritis Supports Australia would exchange products providing products have not been used or opened and the customer needs to contact Arthritis Supports Australia within fourteen (14) days from the date of invoice with proof of purchase. Arthritis Supports Australia may choose to charge a 15% restocking fee unless the return is due to an error Arthritis Supports Australia . Freight of goods returned is the responsibility of the customer unless the product returns is due to an error by Arthritis Supports Australia. If goods were received damaged by Arthritis Supports Australia but were shipped undamaged by the customer, we cannot take responsibility for goods received damaged. Delivery and packing charges on returns are not refundable. Arthritis Supports Australia must agree to the credit request prior to the return of the goods and a Return Authorization number issued. Any goods returned without prior authorization from Arthritis Supports Australia using a method other than the one advised or to be advised by Arthritis Supports Australia shall be the sole responsibility of the customer for freight, shipping and handling costs. The customer will also be liable for loss or damage in transit and any costs associated with, including but not limited to the cost of replacing the goods.

REFUNDS: Refunds for change of mind are available within 14 days, provided that the product is returned in it’s original, unopened packaging with product labels and tags intact, and packaging seals intact. To request a return, you require a Returns Authorisation form which can be applied for by emailing sales@rehacare.com.au. Returns for faults are accepted within the warranty period for the product (generally 3 months) or as indicated by Australian Consumer Law. Please contact sales@rehacare.com.au to get a returns authorisation form before returning any item. Failure to get a returns authorisation before returning your product might lead to delays in processing your return, or a refusal of your return.