Introduction

At Alphacare we strive to ensure that the products we supply are exactly what you want.

We understand that sometimes there are situations where you need to return something you purchased from us.

In all instances it is important that you contact us so that we can discuss any issues and agree on how best to resolve your issue.

Process

If you want to return goods to Alpha care you should first contact us to discuss your options including lodging a request for exchange or return. Alphacare may, at its sole discretion, determine whether to accept your request for exchange or return.

Return

If your request for return is accepted, Alphacare will issue a Returns Authorisation Number (RAN) and return will be permitted provided the goods are returned in full working. As determined by Alphacare at its sole discretion, a full or partial refund will be offered to you and open for acceptance for seven (7) days.

Return Restocking fee

Where goods are accepted for return but are not faulty, a restocking fee of 20% will apply. You will also be responsible for any retrieval/ delivery costs (see below).

Exchange

If your request for exchange is accepted, Alpha care will issue an Exchange Authorisation Number (EAN) and exchange will be permitted provided the goods are returned in full working condition as determined by Alphacare at its sole discretion. Depending on the circumstances there may be additional costs payable by you (for examples when the replacement goods are of higher value than the returned goods). Any fee payable to Alphacare in respect of the goods will be adjusted accordingly.

You will also be responsible for any delivery or retrieval expenses asso9ated with exchange of products.

Exclusions

Goods excluded from our return or exchange Policy include but are not limited to:

• Toileting equipment
• Bathing and grooming aids
• Slings
• Cushions, mattresses and overlays without waterproof covering
• Cooking, eating, drinking and food preparation aids

Expenses and delivery/ retrieval costs

If you make a request for exchange or return which is accepted by Alphacare in accordance with this clause, you will be responsible for all expenses associated with the request.

Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. Australian Consumer Law recognises that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time.

If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse or abnormal use, Alphacare will not provide a refund, exchange or repair.

Alphacare will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.