My Health and Wellness Profile

Can I return my order?

We want you to be perfectly satisfied with your purchase; although a return request cannot be accepted in every instance. Due to hygiene health laws we cannot accept returns of goods, or personal products that make direct contact with the body unless they have been deemed to be faulty, have a major failure or are wrongly described. Discontinued and clearance lines are also non-returnable. You cannot choose to return an item if you simply decide you no longer want it or have changed your mind. These terms and conditions are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).

If your order has already been shipped, or is in the process of being shipped, we cannot cancel your order. Should you request to exchange an unused item for any other reason, you will be required to pay the return freight. If a return is agreed, the goods must be received back in the original unworn or unwashed condition including the undamaged original packaging in which they were sent.

In some cases a refund, replacement or repair may not be offered if the item was substantially modified, misused contrary to user instructions or packaging labels or where you simply changed your mind.

Certain products are automatically excluded under our Returns Policy unless they are faulty. They include tailor made orders, items worn directly over the skin and in particular where bodily fluids such as perspiration have soiled the products making them unsaleable and for gift-cards, vouchers or discounted lines. These products include pharmaceutical and or health products.

What can I do if my order is faulty or defective?

Please contact us within 24 hours of receipt. Please keep all original boxes and packaging. If the fault request is accepted we will provide you with a Return Authorization (RA) number. We will assess the request and provide further information.

You must notify us of a problem within seven days of receiving your product and receive a reply from us within another seven days.

Can I return the item in person?

Please contact us before you return your purchase. You may return online purchases in person to our head office. Please print the email confirmation you received with your order confirmation together with any further communication about your return request. Alternatively you will need to return the item to our PO Box address. Make sure you send the item with a signed delivery to prove that it has been received by us. Contact us via your Catch account for more details.

How do I return my order?

Please include your RA number, a detailed written explanation as to the nature of the fault or damage and proof of purchase with your return In addition a 25% restocking fee will be applied to your credit transaction.

How long do I have to claim?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Please refer to the product packaging for specific information about the warranty period for the product you purchased.

Faults can only be considered for products within the warranty period of 12 months for underlays or 3 months for most other product.

*Some products may also be offered by other sellers. In those cases, the lowest available price for each product will be displayed.