Refund and Return Policy

At CWU-ATH, we aim to handle returns fairly and transparently. Please review our policy carefully to ensure your return request falls within our guidelines.

Assessing Returns – What You Need to Know

Before accepting any products for return, CWU-ATH will assess their condition and age to determine eligibility. Please note that all return and refund requests must be initiated within 7 days of receiving your item.

To request a return assessment, all goods must:

• Include valid proof of purchase from CWU-ATH.
• Be unaltered, undamaged, and complete with all original manuals, tags, labels, and accessories.

For some products, the manufacturer may need to inspect the item to confirm eligibility for return. CWU-ATH will arrange this inspection within a reasonable timeframe. Please note that during the assessment process, acceptance of goods for return is not guaranteed.

Items That Cannot Be Returned

Certain items are non-returnable unless covered by Australian Consumer Law, for safety and hygiene reasons. These include but are not limited to:

• Products that have been soiled or biologically contaminated.
• Hygiene-related items, such as:
  • Bathroom and bathing aids
  • Toileting products
  • Slings for hygiene and toileting
  • Braces, supports, and compression garments
  • Kitchen aids, cutlery, and crockery
• Customised or special orders tailored to your specific needs or specially sourced for you.

Restocking Fee

A restocking fee of 20% may apply for eligible returns. You will be notified of this fee after your goods have been assessed.

Delivery Costs

If the product breaches a consumer guarantee under Australian Consumer Law, CWU-ATH will cover the return shipping costs. For all other returns, including those not meeting the consumer guarantees, shipping costs are the responsibility of the customer.

When Are Returns Accepted?

CWU-ATH accepts returns when:

• The product fails to meet a consumer guarantee (e.g., it is not of acceptable quality) as defined under Australian Consumer Law.
• The product breaches an express warranty provided by CWU-ATH or the original manufacturer.

No Change of Mind Returns

Please choose carefully when making your purchase, as CWU-ATH does not offer refunds or exchanges for:

• Change of mind.
• Incorrect selection.
• Finding the product cheaper elsewhere.

Refunds and Remedies

If your return is accepted, the resolution will depend on the situation:

• For minor issues as defined under Australian Consumer Law, CWU-ATH may offer to:
  • Repair the product.
  • Replace the product with an identical item.
  • Refund the amount paid once the issue is resolved.
• For major failures that cannot be fixed under Australian Consumer Law, you are entitled to choose from:
  • A full refund.
  • An identical replacement or a similar product, if available.
  • Compensation for the reduced value of the goods (if you opt to keep them).

Refund Options

Refunds will be processed using the same method you originally paid with—credit card, check, or EFT. Cash refunds are not available.

Additional Warranty Information

CWU-ATH offers an express warranty in addition to the guarantees provided under Australian Consumer Law. This warranty assures your product is free from material and workmanship defects for the specified period.

Your Rights Under Australian Consumer Law

All products sold by CWU-ATH come with guarantees under Australian Consumer Law that cannot be excluded.

• You are entitled to a replacement or refund for major failures and compensation for any associated damages or losses.
• For minor issues, you are entitled to a repair or replacement.

For more information about your rights under Australian Consumer Law, visit www.consumerlaw.gov.au.

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