Refunds Policy

This policy covers both physiotherapy consultations and physical products purchased through our online shop. Nothing in this policy limits your rights under the Australian Consumer Law, which apply in addition to anything set out below.

Consultations and cancellation fees

Fees paid for a consultation are for the appointment time and clinical service provided. We ask for at least 24 hours' notice to cancel or reschedule an appointment — with this notice, no fee applies. A $50 late-cancellation fee may apply if less than 24 hours' notice is given, or if you don't attend, and this isn't refundable. If we need to cancel or reschedule your appointment, we'll offer you a new appointment time or a full refund of any amount already paid for that session.

Change of mind — shop products

If you change your mind about a product purchased through our online shop, we're happy to offer a refund or exchange provided:

• You contact us within 14 days of receiving your order
• The item is unused, unopened and in its original packaging
• You have proof of purchase (your order confirmation or receipt)

Return shipping for a change-of-mind return is at your own cost, and original shipping charges aren't refundable. This doesn't apply to items marked as non-returnable for hygiene reasons (such as certain supports or insoles that have direct skin contact) once the packaging has been opened.

Faulty or incorrect items

If an item arrives faulty, damaged, or isn't what you ordered, contact us as soon as possible — ideally within a few days of receiving it — and we'll arrange a repair, replacement or refund in line with your rights under the Australian Consumer Law. We may ask for photos of the fault or ask you to return the item; where a return is needed for a faulty item, we'll cover the return shipping cost.

How to request a refund

Contact us on (03) 9089 7562 or through our contact page with your order reference or appointment details, and we'll talk you through the next steps. Approved refunds are returned to your original payment method and may take several business days to appear, depending on your bank or card provider.

Case-by-case consideration

Every situation is a little different, and we'd rather work with you to find a fair outcome than apply this policy rigidly — get in touch and we'll do our best to help.

Contact us

For any refund query, call (03) 9089 7562 or use our contact page.