Returns, Claims, and Refunds

We put all our efforts to ensure you will be satisfied with our products. However, we understand that sometimes circumstances are unpredictable. If you need to return or refund your items, please follow the below steps.

Returns

Our standard Returns Policy applies to all purchases from specialneedsplayequipment.com.au, except custom made products.

You have 28 days to return an item from the date you received it. To be eligible for a return, your item:

• must be unused and in the same condition that you received it,
• must have all the parts, accessories and instructions,
• must be in the original packaging,
• needs to have the receipt or proof of purchase.
• the return needs to be agreed within 14 days from purchase date.

In case of ‘change of mind’ returns, you must send back items to our contact address at your own cost and risk. Please note that we cannot accept responsibility for returned goods until they reach our warehouse; therefore, we would advise you to return the item via recorded delivery to confirm receipt. We reserve the right to make a 20% restocking charge for any goods which are not returned in mint condition or to refuse to accept such goods, at its sole discretion. 

You need to submit your return request via the form available on our website. To do so, 

STEP 1: Log in to your account

STEP 2: Go to: ‘View your order history’. 

Select the order you want to return and click ‘View’ in the last column. Next to each item you have purchased, you will have an option to either re-order or return.

STEP 3: Fill in the Return Form and submit

STEP 4: Out team will revise your claim and get in touch with you for further actions.

Please note, you need to initiate the return process within 14 days of receipt of the goods, and any returned goods must be received at our warehouse within 28 days of receipt.

We regret that any returns received after this period will not be accepted.

Customized products cannot be returned.

Claims

All goods offered in our shop are under manufactures warranty. The warranty period is 1 year from the date of purchase (date of invoice).

The claim procedure is simple, we require just few information sent to our email: [email protected]

- product is still under warranty
- problem description
- detailed product pictures showing the issue, and showing installation method
- product batch number (if applicable)

In case of faulty product, Clients may expect a replacement, a repair, an exchange for similar product, store credit, or a full refund.
Most cases will be resolved within max 14 days from documentation completion. 

We have implemented Complaints Management System. During the process of claim assessment, the Clients will be informed of actions taken, complaint’s progress and if needed they will be appropriately involved in the resolution of the complaint.  We are happy to assist in any questions. 

We kindly inform of Client's right to make a complaint to the Ombudsman about the provision of our services

under the Community Services (Complaints, Review and Monitoring) Act 1993 (NSW) and the Disability Services Act 1993.

Clients with disabilities affected by the issue raised in the complaint are advised to contact NDIS Commissioner

The contact number for the NDIS Commission is 1800 035 544,

www.ndiscommission.gov.au

Refunds

Refunds after claims approved:
Once your claim is approved as classified to refund, the sum debited to us from your credit card will be re-credited to your account as soon as possible.

Refunds after returns approved:
In any event within 30 days of your order provided that the goods in question are returned by you and received by us in the condition, they were in when delivered to you.
If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

You will be re-credited for the costs incurred in returning faulty or unsatisfactory goods, or we will, by agreement, arrange for the collection of these goods.