4. Returns & Refund Policy

RELUXA — Returns & Refund Policy · Last updated: 6 August 2026

4.1 Your rights come first

Before anything else, and above everything else in this document:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

That statement is required by law and it is not boilerplate — it is the floor beneath everything else on this page.

Nothing in this policy, our Terms of Service, our Warranty Policy, or our 90-Day Guarantee excludes, restricts or modifies those rights. Everything we offer sits on top of them. If any part of this policy would reduce a right you have under the Australian Consumer Law, that part does not apply to you.

4.2 Which path applies to you

There are three ways to get your money back or get the Product replaced. Use whichever suits your situation — you do not have to choose “correctly”, and if you email us we will point you to the right one.

For most customers, the 90-Day Guarantee is the simplest and most generous option, because it does not require you to post anything back and does not require the Product to be unused. If you are inside 90 days and unhappy for any reason, that is the path to use.

4.3 The RELUXA 90-Day Guarantee

What it is, in one sentence: if you are not satisfied within 90 days of delivery, email us and we will refund you in full, and you keep the device.

4.3.1 The terms

• The period is 90 calendar days, starting on the day your order is delivered — not the day you ordered it. A guarantee that starts ticking while your parcel is still in a van is not much of a guarantee.

• A full refund of the purchase price you paid. For Australian orders, shipping was free, so the refund is the full amount you were charged.

• You keep the device. There is nothing to return, nothing to post, no return label, no packaging to find.

• You do not need a receipt or proof of purchase. We look your order up in our own records using your email address or order number. If we sold it to you, we can find it.

• You do not need to explain yourself. We will ask what did not work for you, because it genuinely helps us improve the Product. Answering is optional and your refund does not depend on it.

• We do not require you to have used the device for any minimum period. We recommend using it consistently for a fair trial, because that is how you will actually know — but consistent use is a recommendation, not a condition of the refund.

4.3.2 How to claim

Email hello@reluxa.com.au with:

• your order number or the email address you ordered with, and

• a sentence telling us you would like to use the 90-Day Guarantee.

That is the entire process.

We will acknowledge within 2 business days, confirm the refund, and process it within 5 business days of confirming. Your bank or payment provider will then take a further 3–10 business days to show the money in your account — that part is outside our control.

Refunds are made to your original payment method. If that method has expired or been closed, tell us and we will arrange an alternative.

4.3.3 What the Guarantee does not cover

• The Guarantee is one claim per customer or household, on the first eligible order.

• It does not apply where the Product has been resold, or where we reasonably believe the Guarantee is being abused — see clause 2.15 of the Terms of Service. Where we decline on that basis, we will explain why in writing, and your Australian Consumer Law rights remain fully intact regardless.

• For international orders, international shipping charges are not refundable under the Guarantee.

4.3.4 How this Guarantee sits with the law

The 90-Day Guarantee is a voluntary commercial commitment offered by RELUXA in addition to your rights under the Australian Consumer Law. It does not replace, limit, or in any way reduce those rights.

If the Product is faulty, unsafe, not of acceptable quality, not fit for its purpose, or not as described, you have separate and independent rights under the ACL — including after the 90 days have expired. Use clause 4.5, not this one.

4.4 Change of mind returns

If you have changed your mind and have not opened or used the Product, you can return it within 30 days of delivery, provided:

• the Product is unused, in as-new condition, with all accessories, and in its original undamaged packaging;

• you email hello@reluxa.com.au before sending anything back, so we can give you the return address and a reference; and

• you pay for return postage and use a trackable service.

Once we receive and inspect the Product, we will refund the purchase price within 5 business days.

Be aware: in almost every case the 90-Day Guarantee is a better deal for you — full refund, keep the device, no postage. We have kept this option available for customers who would prefer to return an unopened Product, but if you are unsure which to use, use the Guarantee.

We may reduce a change-of-mind refund by a reasonable amount reflecting any diminution in value where the Product is returned used, incomplete, or with damaged packaging.

4.5 Faulty, damaged or misdescribed products — your ACL rights

This section applies where the Product:

• is faulty or stops working through no fault of yours;

• is not of acceptable quality, having regard to its price, description and the way it was presented;

• is not fit for the purpose we said it was fit for, or a purpose you told us about before buying;

• does not match its description, our sample, or our demonstration model; or

• is unsafe.

4.5.1 What you are entitled to

If the failure is major, you choose the remedy. A failure is major where, among other things, the Product is unsafe, is substantially unfit for its normal purpose and cannot easily be made fit, or where a reasonable consumer would not have bought it had they known about the problem. You may choose:

• a full refund; or

• a replacement; or

• to keep the Product and be compensated for the drop in its value.

You choose. Not us. We will not insist on a repair where you are entitled to a refund and you want one.

If the failure is not major, we will repair or replace the Product, or refund you, within a reasonable time. If we do not fix it within a reasonable time, you can then choose a refund or replacement, or have it fixed elsewhere and recover the reasonable cost from us.

In either case, you may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure.

4.5.2 There is no arbitrary time limit

Your rights under the Australian Consumer Law last for a reasonable period having regard to the nature of the Product, its price, and what a reasonable consumer would expect — not for a period we have picked.

This means your ACL rights may extend beyond our 90-Day Guarantee and beyond the 12-month manufacturer’s warranty. We will not tell you that your rights have expired because a warranty period has ended. They are different things.

4.5.3 How to make a claim

Email hello@reluxa.com.au with:

• your order number or the email you ordered with;

• a description of what is wrong and when it started; and

• photographs or a short video showing the problem, if that is possible.

We pay all costs. If we need the Product back to assess it, we pay for the return postage and we arrange the label. You will never be asked to pay to return a faulty product, and you will never be asked to pay a “restocking”, “assessment” or “inspection” fee.

We aim to assess and resolve a fault claim within 10 business days of receiving the information we need.

4.5.4 Where the ACL does not apply

The consumer guarantees do not apply where the problem was caused by:

• misuse of the Product, or use contrary to the instructions for use;

• accidental damage, dropping, crushing or liquid ingress;

• unauthorised repair, modification, opening or tampering;

• use of a charger, cable or power source not supplied or approved by us;

• commercial, clinical or multi-user use in breach of clause 2.6 of the Terms of Service; or

• normal wear and tear.

If we consider one of these applies, we will tell you what we found and why, in writing, and we will send you the Product back at our cost if you want it. We will not simply refuse a claim without explanation.

4.6 Refund processing

Refunds are issued to the original payment method. We do not issue store credit or vouchers in place of a refund unless you specifically ask for one.

We do not charge restocking fees, administration fees, assessment fees or handling fees. Ever.

Where a refund relates to an order paid partly with a gift card or discount code, the discounted amount actually paid is refunded, and any single-use code will be reissued where possible.

4.7 Cancelling before dispatch

You can cancel any order before it is dispatched by emailing hello@reluxa.com.au. We will refund you in full, promptly, with no deduction.

Once a made-to-order item has entered production we may not be able to stop it, but you still have the full 90-Day Guarantee once it arrives, so nothing is lost.

4.8 Gifts

If you received the Product as a gift, you can still make a claim. Email us with the purchaser’s name or email address and we will find the order. Where a refund is payable, it must be returned to the original payment method, so we will need the purchaser’s agreement — but a replacement or repair can be arranged directly with you.

4.9 Safety and adverse events

If you have experienced any adverse reaction, injury or safety issue that you believe is connected to the Product, please tell us at hello@reluxa.com.au, and stop using the device.

We are required to record and, where applicable, report safety issues concerning a medical device. Reporting one to us does not affect any of your rights under this policy, and we will handle a refund or replacement in exactly the same way. You may also report the issue directly to the Therapeutic Goods Administration at tga.gov.au.

4.10 If we get it wrong

If you think we have handled a return or refund unfairly, say so and ask for the matter to be reviewed. The founder reviews these personally.

If you are still not satisfied, our dispute resolution process is in clause 2.23 of the Terms of Service, and you are free at any time to contact the Queensland Office of Fair Trading (13 74 68) or the ACCC (accc.gov.au). You do not need to exhaust our process first, and we will not hold it against you.