We believe in putting a personal and unique touch into everything that we do and want your shopping and recovery experience to be a satisfying one. We are fully committed to doing whatever it takes to ensure that you are happy with every aspect of your order.
We believe in our products and we are confident that you will love them as much as we do. However, if, for any reason, you are not completely satisfied with your purchase, and believe the products which are a part of our Recovery Packs are faulty or damaged, please contact us immediately so we can review and approve the product. Upon approval, we will be happy to exchange the product within 30 days. Any products that have been used cannot be refunded. We are happy to also refund our Recovery Packs in the unfortunate case that you are not happy, as long as none of the products have been used or opened from the original packaging.
To help us expedite your return request, please follow the simple steps listed below.
1) Send us an email at firstname.lastname@example.org to let us know that you plan to return the product.
2) Be sure to include your Order Number and to tell us if you prefer to have your return processed for store credit or as a credit back to the card on which you made the purchase.
3) We will reply to your email to confirm that we have received your request and to answer any questions that you may have.
4) Ship the items back to us, including your Order Number & Name with the items you wish to return. We cannot process a credit until the product is shipped back to us. Pack the items carefully to avoid damage in transit.
5) For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss.
We regret that return shipping fees are not refundable. In the case of damaged items, please contact us immediately for assistance.
Your return or exchange request will be processed promptly.
- Most refunds are processed within 3-5 business days of receipt.
- Most exchanges are processed within 1-10 business days of receipt and are shipped via Australia Post. Transit time for exchange packages is usually 5-7 business days from the time the exchange is shipped. Business days are from Monday to Friday, excluding public holidays within Australia. An email will be sent to confirm the receipt and processing of your return or exchange request.
As we have associated set rates for our accommodation bookings through a third party, refunds on this service is not available. The team at Relax and Recover can reschedule your booking to any other day you desire for a fee of $50. Please ensure you let us know immediately of your decision to change as we cannot guarantee the new dates as they are subject to availability from a third party.
As our Patient Care and Concierge Services is in high demand, our Services are only for customers located on the Gold Coast or in Brisbane. If you wish to change your mind about the Service you have ordered and are wanting to cancel, please ensure you let the team know within a 72-hour period upon booking. A full refund can be processed within this time. Any time after this grace period, a cancellation fee of $100 will be applied and deducted from your refund.