Our Return Policy
Didn't work out? Here's exactly how returns, exchanges and refunds work.
From the date your order is delivered.
For change of mind, hygiene products must be unopened.
Always covered, opened or not, and we pay the postage.
For a refund to land back in your account once we receive it.
What can be returned
Continence and personal care products touch the body, so for everyone's safety we can only accept a change-of-mind return while the item is still sealed. A faulty, damaged or incorrect item is always covered — see below.
Eligible for a return
- ✓Unopened, unused and in its original sealed packaging
- ✓Within 30 days of the delivery date
- ✓Accompanied by your order number or proof of purchase
- ✓A product you simply changed your mind about
- ✓The wrong size ordered by mistake, still sealed
Not eligible for a return
- ✕Opened or used pull ups, pads or bed pads (hygiene reasons)
- ✕Products returned more than 30 days after delivery
- ✕Gift cards, final sale or clearance items
- ✕Free sample packs
- ✕Items without a valid order number we can match to a purchase
How to return something
Four steps, start to finish.
Email or call us with your order number, the item and the reason. For a faulty, damaged or wrong item, a photo helps us move faster.
We reply within 1–2 business days with a return approval and instructions. Nothing goes back to us without this step.
Our fault — we email a free return label. Change of mind — you cover the return postage, and we recommend a tracked service.
Once it arrives, we process a refund to your original payment method, or dispatch a replacement the same day for faulty or incorrect items.
Change of mind vs. our error
| Change of mind | Faulty, wrong or damaged | |
|---|---|---|
| Packaging condition | Must be sealed and unused | Any condition, opened is fine |
| Who pays return postage | You | We do — we email a label |
| Refund or replacement | Refund to original payment method | Your choice of refund or replacement |
| Time limit | 30 days from delivery | 30 days from delivery, longer if the fault only shows up later |
NDIS, plan managed and trade orders
The same eligibility rules apply. Contact us and we'll coordinate the return or credit directly with your plan manager, support coordinator or trade account manager, rather than refunding you personally.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that can't be excluded, and a major fault entitles you to choose a refund or replacement. Read the ACCC's guide to consumer guarantees.
Questions about returns
Need to start a return?
Email us your order number and we'll confirm eligibility within 1–2 business days.