Refund policy

RETURNS AND REFUNDS

At One Step Two Step Therapy Supplies we do not accept returns if you have simply changed your mind due to health and hygiene reasons. 

You are entitled under the Australian Consumer Law to a replacement or refund for a major failure of the Product and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure

A product has a major problem when:
- it would stop someone from buying it if they’d known about it
- it’s unsafe
- it’s significantly different from the sample or description
- it doesn’t do what we said it would, or what you asked for and can’t easily be fixed.

If you have a minor problem with a product, One Step Two Step Therapy Supplies can choose to give you a free repair instead of a replacement or refund. You must accept this free repair if we offer it to you. If we fail to give you a free repair within a reasonable time or cannot fix your problem, you can:
- get it done elsewhere and pass on the costs to One Step Two Step Therapy Supplies
- ask for a replacement
- ask for a refund
- recover compensation for the drop in value below the price paid.

If you believe your product has a problem, please contact our Customer Care team via phone or email - we're here 9am to 5pm Monday to Friday - Brisbane Time.

If your product requires repair or replacement we will provide you with the relevant return address for repair and any case reference (that may be the item's manufacturer).

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of our proposed steps for resolving your issue - this may include a refund.

If a refund is required, it will automatically be applied to your credit card or original method of payment, within 5 business days.

Late or Missing Refunds
If you haven’t received a refund yet, first check with your credit card provider or your bank as it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us by email.

Shipping for Returns
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. The item is your responsibility until it is received at One Step Two Step Therapy Supplies.