The products that we make available through our eStore have been selected according to our "useability" benchmarks.  These include features such as durability, popularity, environmental responsibility, safety, guaranteed quality and reliability.  However, we acknowledge that at times it is not always possible to be sure that a product meets your expectations without handling it prior to purchase. Therefore, Massage Australia Warehouse has the following replacement or refund protocol in place where a product  fails to meet your expectations. 

You may return most new, unopened items within 7 days of delivery for a full refund or product replacement. We will pay the return shipping costs if the return is a result of our error or the item is defective - ie manufacturers defect.  in such cases you must:

• Include a copy of your delivery docket listing the product being returned.
• On the reverse side or on an attached note, list reasons why you wish to return the product.
• Using padded packaging, return your package via Australia Post Express Delivery or similar, to Massage Warehouse Australia PO Box  64 Caulfield South Australia 3162, at your own expense. 
• Keep a record of your order and the delivery docket until you have received a credit.  Replacement products are mailed out with your next order unless you arrange otherwise.
• Note: Postage and handling fees are non-refundable

Where an item has been broken during shipping, the following applies:

Massage Warehouse endeavours to package all items to prevent breakage through carrier handling.  From time to time - breakages may occur.  You must notify us within 24 hours of receipt of goods if a breakage has occured. 

Please note Couriers and Australia Post do not insure you or us against breakage or loss - to insure your goods against breakage or loss you will need to apply for transit insurance with your order.  This can be done in the comments section of your order.

However, in the interest of customer loyalty we will refund the cost of the damaged goods if you notify us within 24 hours of delivery and return the damaged goods to our warehouse.  Any refund will not include delivery charges.

If you wish to accept a store credit, then the cost of the damaged goods and the delivery cost to you will be credited.  We will require you to forward the damaged goods to our warehouse for authentication. The return delivery charge is not covered as part of the store credit arrangement.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilo.

Non-returnable items

• Washed and/or used linens/covers pillows/bolsters
• Unwrapped videos, CDs, and DVDs
• Open bottles of oils, cremes, lotions, and gels
• Used bottles of oils, cremes, lotions, and gels
• Open and/or used electric products
• Open packets of disposable paper products

For more information see 'TERMS AND CONDITIONS'

You should expect to receive your refund or replacement item within four weeks of giving your package to the return shipper (ie Aust Post), however, in many cases you will receive a refund/replacement more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), or the time it takes your bank to process our refund request (5 to 10 business days).