Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at shop@incaresupports.com.au. If your return is approved, we will provide instructions on how and where to send your item. Please note that return shipping costs are the responsibility of the customer and are not covered by InCare Supports, unless the item is deemed faulty or incorrect.
Items sent back to us without first requesting a return will not be accepted.
If you have any questions about returns, you can always contact us at shop@incaresupports.com.au.Â
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Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
1. KloudSacs
We know you'll love our foam-filled KloudSacs and bean bags, but if for any reason you don’t, you may return them within 14 days for a full refund. If returning your KloudSac purchase, please ensure it is still in its original packaging. Due to the nature of the product, we are unable to cover any freight costs involved in returning the item.
Please note that once a KloudSac foam bag has been removed from its packaging and allowed to expand, we are unable to accept it back. In this case, a return will not be accepted and no refund will be provided.
2. Continence Supplies
Due to health and hygiene regulations, we are unable to accept returns on continence supplies.
3. Nutrition Products
Due to health and safety regulations, we are unable to accept returns for nutrition products.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please note that it may take up to 14 business days for your bank or credit card provider to process and post the refund.
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