Shipping and Returns
AT CHECKOUT YOU MUST ACCEPT THESE TERMS BY TICKING THE BOX BELOW
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 shows a defect of workmanship.
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. But please note the following terms
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. To request a product return you must:
Contact our sales team (03 9580 3803) OR COMPLETE a return request available on our webstore.
IF THE RETURN REQUEST IS ACCEPTED YOU NEED TO
* 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, Victoria, 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 UNLESS the product is declared defective under manufacturer's warranty
- We'll notify you via e-mail of your refund once we've received and processed the returned item
* Items: massage oil, aromatherapy oil, electronic media, DVD, CD, items that have been opened from their packaging and used, items that have been washed or cleaned ARE NOT REFUNDABLE - NON-RETURNABLE
** Items: held for longer than 7 days and are unreported for defect or failure may not be considered for return unless meets manufacturer warranty requirements. We do not exchange for "CHANGE OF MIND"
ITEMS BROKEN DURING SHIPPING
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, we know how annoying things like this can be. We will refund the cost of the damaged goods or replace the damaged goods if you notify us within 24 hours of delivery and return the damaged goods to our warehouse. Return costs and redelivery costs are not included in this offer. .
If you wish to accept a store credit, then the cost of the damaged goods will be credited toy our account.. 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.
We offer domestic and international shipping. We do not include international shipping on the shopping cart as there are restrictions on some products in some countries. Please call or email for international orders.
If paying by PAYPAL, all goods will be shipped to your registered paypal address. If you require goods to be shipped to a location that is different to your PAYPAL address, please pay using one of our other payment facilities at checkout.
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 either weight-based or cubic weight based. All couriers and Australia Post use this method. We do not set the charge.
All our goods are shipped with tracking numbers. This is to ensure your goods arrive safely or can be found if misplaced by the carrier. It also means someone needs to be at home to receive and sign for the order when it arrives. If the property is unattended, a calling card will be left with details for you to PICK UP at your local Post Office.
If you request an item to be left at the premises, without signing - this means the item will be untraceable. We cannot tell if it has been delivered, delivered to the right location, and we will not replace the item if it does not 'turn-up'.
If you still want the item left at your premises, then you must add "NO TRACKING REQUIRED" on your order comments. This statement will act as your understanding that once we have placed your order in the hands of the carrier, we will take no further responsibility as outlined above.
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).