Refund and Returns Policy

We hope your shopping experience with us is enjoyable. Our return policy is as simple as it can be. If things don’t go exactly as planned, our dedicated customer service team at YouEquip will do our best to get things back to normal!

30-day returns 

If you change your mind, you can return the goods to us within 30 days from the date of receipt without any questions asked. Items returned must be in “brand new” condition and safely packed in their original packaging. You can contact us with your name and order number and our customer service team will process the return for you.

Unfortunately, due to their nature and use, items in the following categories are not eligible for change of mind returns:

  • Nutrition/Supplement
  • Personal product including cream/lotion, hygiene products, underwear, incontinence care product.
  • Protector including disposable pad, chair pad and bed pad.

Refunds will be issued in the form of store credits within 5 working days of receipt of the return, subject to confirmation that the return is in “brand new” condition. We will email you a store credit code in an amount equal to the price of the product you purchased, less the cost of shipping the order to you and returning the shipment back to the warehouse.

Regardless of any free, discount, or any other type of shipping promotion at the time of your purchase, you will be responsible for the actual shipping costs to facilitate your change of mind to return. It includes the costs of shipping the item to you in the first place and the cost of shipping back to us. 

Items returned after 30 days of purchase may not qualify for a refund or may incur an extra restocking fee. 

Damages & Faults/Warranty 

We warrant all products to be free from defects in materials and workmanship. Warranties and guarantees are provided in accordance with Australian Consumer Law. 

You should check your goods as soon as they are delivered to you to ensure that they are of acceptable quality and durability, and they are not damaged or faulty. If this is not the case, please contact us as soon as possible with photos or video clearly showing the damages and problems of the product and its package. 

Depends on the nature of the fault itself, and the outcome that works best for you, we will work collaboratively with you to find a solution that you’re happy with, which could be offer of compensation to you; replacement or alternative product; partial or full store credit voucher or refund. 

Exclusions 

Returns policy covers product Faults and Warranties. Please make your selections carefully and double-check your order before submitting. This policy does not cover some conditions, which including: 

Food, treats or any edible items that are opened due to strict health policies
Insignificant minor variations in dimensions, colour, grain, or finish
Damage caused by improper assembly, modification, or abnormal use
Damage, wear and tear as a result of improper or lack of maintenance and/or care
Damage to product packaging or external only
Superficial blemishes or insignificant minor imperfections
Normal wear and tear
Refund 

Our Refund Guarantee is subject to the terms and conditions applicable to the Returns Policy. Please note that some items are specifically excluded from all change of mind returns. 

You should first speak to a YouEquip customer service representative about returns or refunds issues. We may need to issue you with a returns number and address before you send us back any items. 

Where we agree to refund any amount of your payment, we aim to initiate your refund within 5 business days. The additional time that it takes for you to actually receive your refund will depend on how quickly your financial institution processes the refund. 

Need More help? 

Contact us by sending emails to info@youequip.com.au for questions related to refunds and returns.