We believe in being fair and reasonable to everyone, so we don’t have a strict returns policy and assess return and refund requests on a case by case basis.
However, we do have some policies in regards to the following.
Change of Mind
We kindly request you to exercise careful consideration when placing an order, taking into account your specific needs and preferences. We do not offer returns or refunds for change of mind. To assist you in making an informed decision, we provide comprehensive product information, including sizes and relevant recommendations. We encourage you to thoroughly review this information and reach out to our knowledgeable team for any clarifications or queries before finalising your purchase.
We also advise customers who have the guidance of an Occupational Therapist to consult with them prior to making any product-related decisions. Their professional expertise can help ensure that the chosen items align with your specific requirements and enhance your overall experience.
By adhering to this policy, we can maintain the efficiency of our operations and continue to offer competitive prices and a wide range of quality products. We appreciate your understanding and cooperation in this matter.
Amending your order
In the event that you wish to amend your order, please contact us via phone (02) 8091 6868 during business hours (9am - 5pm AEST, Monday - Friday) or email support@theotstore.com.au. Orders can only be amended if we receive your request prior to orders being prepared by our warehouse team. Orders are shipped within 1-2 business days. To ensure we can meet any amendments, we urge you to contact us promptly. Once orders have been shipped by our warehouse team, we are unable to make any changes.
Product Warranties
At The OT Store, we strive to provide you with the best products and services to enhance your shopping experience. We understand the importance of warranties in ensuring your satisfaction and peace of mind. However, as a reseller of products, we are bound by the terms and conditions set forth by the suppliers and manufacturers.
When it comes to warranties, we want to assure you that we are here to assist you to the best of our abilities. We recognise that each product and manufacturer may have different warranty terms, and we assess them on a case-by-case basis. This allows us to extend the warranty terms offered by the respective suppliers and manufacturers directly to our valued customers.
In accordance with the guidelines set by the Australian Competition and Consumer Commission (ACCC), we would like to emphasise that we are not legally required to provide warranties, offer repairs, or refunds. Instead, we are committed to passing on the warranty that the supplier or manufacturer offers. This approach ensures that you receive the appropriate support and coverage for your purchased items.
At The OT Store, our primary focus is to find solutions and provide you with excellent customer service. We genuinely value your satisfaction and will make every effort to assist you promptly and efficiently.
NDIS Orders
Due to the complexities of NDIS and Plan Management, we do not offer refunds or exchanges on orders paid with NDIS funds. We do, however, offer product warranties passed on from the supplier or manufacturer, as mentioned in the clause above. If you have a warranty issue with your products, please reach out to us to discuss the available options.
Refunds for faulty products
Refunds for faulty items are assessed on a case by case basis. We will consider factors including the product warranty period, when your order was placed and how the product has been used.
What to do if a product is faulty?
Contact us at support@theotstore.com.au or (02) 8091 6868 to discuss the matter with our team. We will request a photo / video of the fault to best understand the matter.
In the event we ask for the faulty product to be returned to us, we will provide a prepaid shipping for you to return the product to us. We ask that you provide a note inside the parcel with your details including your name, order number, email, phone number, and any instructions or comments.
If you have any questions regarding returns, refunds, warranties or NDIS Orders or need assistance with a warranty claim, please don't hesitate to reach out to our customer support team. We are here to help and ensure that your shopping experience remains pleasant and hassle-free. You can email us at support@theotstore.com.au, reach out to us via the chat button, call us on (02) 8091 6868 or and we'd be more than happy to help.
