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).
To proceed the claim, we require an
email with information:
- 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 should be resolved within 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.