Refund policy

Return and Refund Policy

At Supportive Stance, we are committed to providing you with quality products. As a retailer, our return policy is directly aligned with that of our suppliers.

Time Frame for Returns

We offer a return policy for faulty or incorrect items. You must contact us within 10 calendar days of receiving your item to request a return. The product must then be shipped back to our supplier within this same 10-day period.

Eligibility for Return

For a return to be eligible, the item must be returned to us in its original packaging, and include all accessories, manuals, and documentation that shipped with the product. We are unable to accept any products that are not in a new, unused, and undamaged condition.

Please note that for your protection, all returned goods will be checked by our service department prior to replacement. If no fault is found, return shipping will be at your expense.

Faulty, Damaged, or Incorrect Items

Please inspect your order upon reception. If an item is dead on arrival, damaged, or you received the wrong item, please contact us at hello@supportivestance.com.au within 10 calendar days of delivery.

We will provide you with a return authorization number (RMA) and instructions on how to return the product to our supplier for a replacement. Please note that products will not be replaced or refunded until the supplier has completed their investigation.

Exceptions and Non-Returnable Items

Please be aware that all sales are final and we do not offer returns for change of mind, ordering the wrong product, or finding the product cheaper elsewhere.

For hygiene and safety reasons, we cannot accept returns on items that have been used or opened. This includes, but is not limited to, hygiene-based products and any items that come in direct contact with the body.

The following items are also non-returnable:

  • Gift cards
  • Digital content
  • Consumable items (e.g., batteries)
  • Items that are severely damaged, abused, or missing parts
  • Items where the unique product serial number has been obscured or removed

Restocking and Cancellation Fees

A minimum 25% restocking fee is applicable on all approved returns or exchanges dependent on our suppliers.

If you wish to cancel an order before it has been shipped, you will be charged a 5% payment processing fee to cover the cost that is not refunded to us by our payment processor.

Shipping Costs

You are responsible for paying the shipping costs to return the item to our supplier. Shipping costs from your original purchase are non-refundable.

Refunds

If a refund is approved, we will notify you once your return has been received and inspected. Refunds will be issued as a store credit. In the event of an approved refund, it will be issued as a store credit to your Supportive Stance account.

Warranty and Repair

For all warranty claims, you will be required to contact the manufacturer directly and follow their applicable return policies and instructions.