3. Shipping Policy

RELUXA — Shipping Policy · Last updated: 6 August 2026

3.1 Where we ship

Australia — free, every order, no minimum spend. We ship to all Australian states and territories, including regional and remote addresses, Australia Post parcel lockers, and PO boxes.

International. We currently ship within Australia. We consider international orders by arrangement — email hello@reluxa.com.au and we will tell you honestly whether we can get it to you, what it would cost, and how long it would take. International terms are set out in clause 3.10 and in clause 2.8 of the Terms of Service.

Addresses we cannot ship to. We are unable to ship to addresses where delivery cannot be safely completed, or where supply would breach Australian export control, sanctions or therapeutic goods law. If this affects your order, we will tell you and refund you in full.

3.2 Made to order — what that actually means for your delivery

The RELUXA Recovery Wrap is manufactured to order. We do not hold large volumes of warehouse stock, and we would rather tell you that up front than pretend otherwise and disappoint you later.

Please allow 8–12 business days from payment confirmation to delivery.

That figure is the full end-to-end timeframe, not just transit. It covers production, quality checking, packing, dispatch and carriage. Business days are Monday to Friday excluding Queensland public holidays and national public holidays.

We publish one number rather than a short “dispatch” figure and a separate transit figure, because the number that matters to you is when it arrives.

What can extend it:

• Australian and Chinese public holidays, including Lunar New Year, during which manufacturing pauses

• Peak retail periods, including late November through December

• Weather events, flooding, cyclones and carrier network disruption — Queensland has a season for this

• Customs or biosecurity inspection

• An incomplete or incorrect delivery address

• A component or production delay at our manufacturing partner

If your order is going to be materially late, we will email you before the estimate expires, tell you what has happened, and give you the option of waiting or cancelling for a full refund. We will not go quiet and hope you do not notice.

3.3 Delivery estimates are estimates

Delivery timeframes are good-faith estimates based on our own experience and our carriers’ published service standards. They are not guaranteed delivery dates and do not form part of the contract as a time-of-the-essence obligation.

However — and this is the part that matters legally — under the Australian Consumer Law we must supply within a reasonable time. If we fail to do that, you have rights, including the right to cancel and obtain a refund. Nothing in this policy displaces that.

If you need the Product by a specific date, please email us before ordering and we will tell you honestly whether it is achievable. We would rather lose the sale than make a promise we cannot keep.

3.4 Order processing

• Orders are processed after payment is confirmed and fraud screening is complete.

• Orders placed after 12:00pm AEST, or on a weekend or public holiday, are processed the next business day.

• You will receive an order acknowledgement by email immediately, and a dispatch confirmation with tracking when your parcel leaves.

• If you do not receive an order acknowledgement within an hour, check your junk folder, then email us.

Changing or cancelling an order. Email hello@reluxa.com.au as soon as possible. We will always try to help. Once an item has entered production or been dispatched we may not be able to change it, but if we cannot, you still have the 90-Day Guarantee and, where applicable, your ACL rights.

3.5 Delivery addresses — please check yours

You are responsible for providing a complete and accurate delivery address.

We deliver to the address you give us at checkout. We cannot verify that it is correct, and carriers deliver to the address on the label.

• If you notice an error, email us immediately. If the parcel has not been dispatched, we will fix it at no cost.

• If a parcel is delivered to an incorrect address you supplied, or is returned to us because the address was wrong or incomplete, we will resend it once you have paid the actual cost of re-delivery. We do not add a margin to that cost.

• If a parcel is returned to us as unclaimed because it was not collected from a depot or parcel locker within the carrier’s holding period, the same applies.

• If you would prefer not to pay for re-delivery, tell us and we will refund you the price of the Product less the actual outbound shipping cost we incurred.

Authority to leave. Where you or the carrier authorise delivery without a signature, the parcel is left at the address at your risk. We recommend you do not authorise a parcel to be left unattended if that is not safe at your address.

3.6 Risk and title

• Risk in the Product passes to you on delivery to the address you nominated, or on delivery to a person at that address, or on the parcel being left in accordance with an authority to leave.

• Title in the Product passes to you when we have received payment in full.

• Until title passes, you hold the Product as our bailee.

Where a parcel is lost or damaged before delivery, that is our problem, not yours — see clauses 3.7 and 3.8.

3.7 Lost parcels

Parcels do occasionally go missing. Here is exactly what we do.

If tracking has not updated for 5 business days, or your parcel has not arrived within 15 business days of dispatch, email hello@reluxa.com.au with your order number. Do not wait — contact us early and we will start chasing it.

What happens next:

1. We lodge an investigation with the carrier immediately and give you the reference.

2. Carrier investigations typically take 5–10 business days. We chase them; you do not have to.

3. If the parcel is located, we will tell you and it will be delivered.

4. If the parcel is not located, or has not arrived within 30 business days of dispatch confirmation, we treat it as lost. At that point you choose: a free replacement dispatched at our cost, or a full refund. Your choice, not ours.

You do not need to prove the parcel was lost. You do not need to fight the carrier. That is our job.

Where a parcel is marked delivered but you have not received it, tell us. We will obtain the carrier’s proof of delivery, GPS data and photograph where available, and we will work through it with you. Where the evidence is genuinely inconclusive, we will resolve it in your favour.

3.8 Damaged in transit

If your parcel arrives damaged, or the Product inside is damaged:

1. Email hello@reluxa.com.au within 14 days of delivery, with your order number, a description of the damage, and photographs of both the Product and the outer packaging.

2. Keep the packaging until we have finished assessing the claim.

3. We will arrange a replacement or a full refund — your choice — at no cost to you, including any return shipping if we ask for the item back.

About the 14 days. We ask for 14 days because transit damage is much easier to establish with the carrier while the evidence is fresh. It is not a deadline on your legal rights. If you tell us about transit damage after 14 days, we will still assess it, and your rights under the Australian Consumer Law and under our Returns & Refund Policy and Warranty Policy are entirely unaffected by missing that window.

3.9 Delivery of the Duo Bundle and multiple items

Where you order more than one item, we will usually ship them together. If we cannot, we may ship separately at no additional cost to you, and we will tell you.

3.10 International shipping

Where we agree to ship internationally:

• Shipping is quoted separately and is not free.

• Delivery estimates are indicative only and are materially affected by customs clearance in the destination country.

• You are the importer of record. All customs duties, import taxes, GST, VAT or equivalent charges, brokerage fees and clearance costs are payable by you, in addition to the price and shipping. We cannot tell you what those will be — they are set by your country, not by us.

• You are responsible for confirming that the Product may lawfully be imported into and used in your country. ARTG listing is an Australian regulatory status and CE certification is a European conformity marking. Neither constitutes approval in every jurisdiction.

• Where a parcel is seized, refused, abandoned or returned because duties were not paid, because import was not permitted, or because you declined to accept it, we may deduct our actual outbound and return shipping costs from any refund.

• The 90-Day Guarantee applies to international orders, but shipping charges paid on an international order are not refundable under the Guarantee, because that money was spent getting the parcel to you.

3.11 Delivery problems — our commitment

If something goes wrong with your delivery, email hello@reluxa.com.au. That address goes to the founder, not a queue.

We will acknowledge within 2 business days and we will tell you what we are doing about it. We will not ask you to fill in a form, wait on hold, or prove that a parcel you never received did not arrive.