Refund policy
Refund & Warranty Policy
At REDi, we are committed to providing high-quality recovery and performance products. We also understand that, in some cases, a product may not be the right fit. This policy outlines how returns, refunds, exchanges, and warranties are handled.
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Standard Return Policy (Change of Mind)
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Returns for change of mind are not automatically accepted but may be approved at the discretion of REDi within 30 calendar days from the date of receipt.
Items must be purchased directly from www.redirecovery.com.au. Products purchased from third-party retailers must follow the retailer’s return policy.
Products must be returned in good condition. Items that have been opened or used may incur a 20% restocking fee.
Reasonable testing refers to limited, short-term use to assess fit and functionality and does not include extended use, repeated sessions, or use beyond initial evaluation. Products used beyond reasonable testing are not eligible for return.
Products used in a commercial, clinical, or professional setting are not eligible for change-of-mind returns.
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
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Proof of Purchase
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A valid receipt or order confirmation is required for all returns, refunds, and warranty claims.
If you are unable to locate your order details, please contact us before returning your item and we will assist you.
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Non-Refundable Items
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The following items are not eligible for return:
- Gift cards
- Clearance or final sale items
- Opened or used hygiene-related products (including mouth tape and nasal strips) for health and safety reasons
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Faulty or Misrepresented Items
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REDi complies fully with Australian Consumer Law.
If a product is faulty, misrepresented, or unsafe, you are entitled to a repair, replacement, or refund.
No restocking fees apply to faulty items, and return shipping costs will be covered by REDi.
Please contact us within 7 days of delivery with photos or videos where possible to assist with assessment.
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Refund Policy
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We aim to make the refund process clear and consistent.
Refund Process
Initiate Your Return
Contact our support team at hello@redirecovery.com.au to start your return.
Return Shipping
Customers are responsible for return shipping costs unless the product is faulty or incorrect. We recommend using a trackable shipping service.
Inspection & Processing
Refunds are processed only after returned items are received and inspected. Once approved, refunds are processed within 3–5 business days.
Refund Timeline
Depending on your bank or payment provider, refunds may take 7–10 business days to appear in your account.
Partial Refunds
Partial refunds may apply if returned items are used, opened, damaged, returned incomplete, or do not meet return conditions.
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Exchanges
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If you would prefer to exchange your product for another item, please let us know during the return process.
Faulty items within a bundle remain eligible for individual remedies under Australian Consumer Law.
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Cancellations
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If your order cannot be delivered within the specified timeframe, you have the right to cancel your order for a full refund.
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Bundles and Kits
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For change-of-mind returns, promotional kits or bundles must normally be returned in full.
Where a partial bundle return is approved at REDi’s discretion, any retained items will be recalculated and charged at their current standalone price.
REDi reserves the right to limit returns to one return request per order.
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Warranty Policy
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We are confident in the quality of our products and offer a one-year warranty on all items against defects in materials or workmanship under normal use.
What’s Covered
Defects in materials or workmanship under normal use within 12 months from the date of purchase.
What’s Not Covered
- Damage caused by accidents, misuse, mishandling, or improper transport
- Normal wear and tear
- Damage resulting from use outside intended purpose
- Products subjected to unauthorised repairs or modifications
- Failure to provide valid proof of purchase
- Products purchased from unauthorised retailers
- Products used in commercial, clinical, or professional environments unless otherwise stated
Warranty Process
To initiate a warranty claim, contact hello@redirecovery.com.au with your order number, proof of purchase, and a description of the issue. Photos or videos may be requested to assist with assessment.
In some cases, the product may be required to be returned for inspection. If a warranty defect is confirmed, REDi will, at its discretion, repair or replace the product at no cost. In limited circumstances, an alternative remedy such as a refund may be offered.
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30-Day Money-Back Guarantee
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We offer a 30-day money-back guarantee on eligible products to provide confidence in your purchase.
Eligibility
The 30-day money-back guarantee applies to eligible products returned within 30 days of receipt, following a minimum 14-day usage period, subject to inspection and approval.
This guarantee applies to full-price purchases only and does not override REDi’s standard returns or warranty policies.
If an item was received as a gift, a store credit may be issued or the refund returned to the original purchaser.
Shipping Costs
Return shipping costs are the responsibility of the customer unless the product is faulty or incorrect.
Condition of Returned Items
Products must be returned in good condition and include all original components, accessories, and packaging. Items that are damaged, excessively worn, incomplete, or used beyond reasonable testing may not be eligible for a full refund.
Refund Method
Approved refunds are issued to the original payment method used at checkout. Please allow 5–7 business days for processing and up to 10 additional business days for funds to appear.
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How to Initiate a Return
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To initiate a return, please contact our customer support team at hello@redirecovery.com.au.
Please include your order number, the item(s) you wish to return, and the reason for return (if applicable).
All return requests must be reviewed and approved before items are sent back. Unauthorised returns may not be accepted.
For any further questions, feel free to contact us at hello@redirecovery.com.au.