Refund policy
Return and Refund Policy
Last updated: May 2026
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your statutory rights as a consumer under Australian Consumer Law.
Our voluntary return policy
In addition to your statutory rights, we offer the following voluntary return policy.
Change of mind returns
We accept change of mind returns within 30 days of the date you received your order, provided:
- The item is unused, in its original condition, and in original packaging
- All tags, accessories, and documentation are included
- The item is not from an excluded category (see below)
Change of mind returns are not required under Australian Consumer Law. If we accept a change of mind return, you are responsible for the cost of return postage. We will issue a store credit or exchange. Refunds for change of mind are issued at our discretion.
Excluded items (change of mind)
The following items cannot be returned for change of mind:
- Opened personal care items (massagers, hygiene products, continence aids)
- Items that have been used or assembled
- Items returned without original packaging
Faulty, damaged or incorrectly described items
If your item arrives damaged, is faulty, or does not match the product description on our website, you may be entitled to a remedy under Australian Consumer Law.
Minor faults: We may offer a repair, replacement, or refund.
Major faults: You may choose a refund or replacement. A major failure occurs when the product:
- Has a problem that would have prevented you from buying it had you known about it
- Is significantly different from the description or sample shown
- Does not do what we said it would, and cannot easily be fixed
- Is unsafe
To claim a remedy, please contact us within a reasonable time of discovering the fault (we recommend within 30 days of receipt for transit damage, and within the product's expected lifespan for other defects).
We will cover the cost of return postage for faulty or incorrectly described items.
How to request a return or refund
- Email us at admin@synervaliving.com with your order number, a description of the issue, and photos where relevant.
- We will respond within 2 business days to assess your request.
- If approved, we will provide a prepaid return label (for faulty items) or return instructions (for change of mind returns).
- Once we receive and inspect the returned item, we will process your refund or exchange within 5 business days.
Refund processing
Approved refunds are returned to the original payment method within 5–10 business days depending on your bank or payment provider. We are not responsible for delays caused by your financial institution.
NDIS and funded purchases
If you are an NDIS participant or are purchasing on behalf of one, please retain your tax invoice (sent to your email after purchase) for your records. If you require a specific tax invoice format for NDIS claiming purposes, contact us at admin@synervaliving.com
Contact us
For all return and refund enquiries: Email: admin@synervaliving.com Business hours: Monday to Friday, 9am–5pm AWST