Shipping Policy
Effective Date: 16th October 2024
At Pain Away Australia, we are committed to delivering your orders efficiently and providing a smooth returns process to ensure your complete satisfaction. This Shipping and Returns Policy outlines the terms and conditions regarding the shipping and return of products purchased through our website.
Shipping Policy
1. Processing Time
- Orders are processed Monday through Friday, excluding public holidays.
- Once your order is confirmed, it will be processed within 1-2 business days.
- Orders placed on weekends or holidays will begin processing on the next business day.
2. Shipping Costs
- Standard Shipping: A flat rate of AUD $7.95 applies to all orders within Australia.
- Free Shipping: Orders over AUD $50 are eligible for free standard shipping within Australia.
- For international shipping, please contact us at info@painaway.com.au to receive a quote based on your location.
3. Delivery Times
- Standard Domestic Shipping: 3-7 business days.
- Express Domestic Shipping (if available): 1-3 business days.
- International Shipping: Delivery times may vary depending on the destination. International orders typically arrive within 7-14 business days.
Please note that delivery times may be affected by external factors such as customs processing or local delivery delays. Pain Away Australia is not responsible for any delays caused by the carrier or customs.
4. Tracking
- Once your order is shipped, you will receive a confirmation email with tracking details. You can use this information to track the status of your shipment through the carrier’s website.
5. Shipping Restrictions
- We ship within Australia and to select international locations. However, certain products may have shipping restrictions due to regulations in your country. If your location has specific customs or import restrictions, it is your responsibility to verify before placing an order.
Returns Policy
We want you to be completely satisfied with your purchase. If for any reason you are not, you may return your product according to the guidelines below.
1. Eligibility for Returns
- Products must be returned within 30 days of the delivery date.
- To be eligible for a return, items must be unused, unopened, and in the same condition as when they were received.
- Certain products, such as personal care items or opened items, are non-refundable due to health and safety regulations.
2. Return Process
To initiate a return, please follow these steps:
- Contact Us: Email us at info@painaway.com.au with your order number, reason for return, and any relevant details.
- Approval: Once your return request is approved, we will provide you with instructions on how to send the product back to us.
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Shipping Costs for Returns:
- If the return is due to an error on our part (e.g., wrong item sent or damaged product), we will cover the return shipping cost.
- For other returns (e.g., change of mind), the customer is responsible for return shipping costs.
- Return Shipping: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
3. Refunds
- Once your return is received and inspected, we will notify you via email.
- If the return is approved, a refund will be processed to your original method of payment within 7-10 business days.
- Shipping costs are non-refundable unless the return is due to our error.
4. Exchanges
We only replace items if they are defective or damaged. If you need an exchange, please email us at info@painaway.com.au with your order number and details of the issue.
5. Non-Returnable Items
Certain items are non-returnable, including:
- Products that have been opened or used.
- Personal care items for hygiene reasons.
- Gift cards and promotional items.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately at info@painaway.com.au. Include your order number, photos of the damaged product, and a description of the issue. We will assess the situation and offer a replacement or refund as appropriate.
Cancellations and Modifications
If you need to cancel or modify your order, please contact us as soon as possible at info@painaway.com.au. Once an order has been shipped, we are unable to make changes or cancel the order. However, you may still be eligible for a return or exchange once the product is received.
Contact Us
For any questions regarding our Shipping and Returns Policy, please contact us at:
Email: info@painaway.com.au
Business Hours: Monday to Friday, 9 AM – 5 PM AEST
We value your business and are committed to ensuring you have a positive experience with Pain Away Australia. Thank you for choosing us for your health and wellness needs!