Delivery & Refund Information

Scope

This document applies to Shipping Policy of Equissage Therapy & Accell Animal Healthcare, divisions of Australian Therapeutic Solutions Pty Ltd ACN 627 762 396 (“we”) and sets out how we ship your goods.

Shipping and Delivery Policy

Equissage Therapy or Accell Animal Healthcare ships goods Australia wide, however at this time we do NOT accept international orders through our website, please contact us on +61 7 3386 7258 to inquire about a special order.

Customers are responsible to have someone at the delivery address to sign for and accept the delivery. If a delivery attempt has been made to an unoccupied address, then the order will be taken to nearest Australia Post store for collection. No further attempts will be made to deliver directly to the delivery address.

Delivery times are in business days, Monday to Friday excluding Public Holidays 9am-5pm.

Delivery times exclude order processing time. The delivery time estimates do not include handling time (e.g. to authorise an order and process it through the warehouse).

Delivery times are independent of the weight or dimensions of a parcel.

In rural and regional areas of Australia, delivery to final destinations may take longer than stated. If in doubt please contact us on 1800 178 528 and we will chase up for you.

Once an order has been received depending on the time of order it will be sent that day or first thing next morning.

Delivery prices are supplied within the shopping cart ordering process.  Any questions relating to Pricing & Delivery of your items must be directed to enquiries@equissage.com.au or 1800 178 528.

We deliver products Australia wide using Australia Post. Shipping costs are influenced by the size and weight of the product and your location, exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout.

Orders are dispatched within 2 business days and shipping times are estimated at between 3-7 business days depending on your location within Australia.

Scope

This document applies to Shipping Policy of Equissage Therapy & Accell Animal Healthcare, divisions of Australian Therapeutic Solutions Pty Ltd ACN 627 762 396 (“we”) and sets out how we ship your goods.

 

Refund Policy

Your satisfaction is important to us. Please choose carefully.  Our goods come with warranty. You are entitled to a replacement or refund for a major failure. 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.  You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or doesn’t do what it is supposed to do. Equissage must be notified by email enquiries@equissage.com.au or phone 1800 178 528 within 7 days or receiving the goods if you determine the goods to faulty. All items that are used will not be eligible for a refund, however exchange or credits may still occur.

Here are the principles of our service and device repair, exchange and refunds policy:

(a) Please choose carefully. We don’t refund or exchange for change of mind or wrong selections

(b) Please keep your receipt as proof of purchase. If we need to help you with an issue, please keep your receipt as proof of purchase. File it away somewhere safe in case you need it.

(c) If there’s a problem with your goods you may be entitled to an exchange, refund or repair if the product:

(i) is faulty or doesn’t do what it is supposed to;

(ii) is not of acceptable quality or fit for purpose;

(iv) has been wrongly described or is different from a sample or demonstration model that was shown to you;
or
(iv) does not comply with any express warranty provided by us.

(d) If there’s a problem with our services. You may be entitled to a refund if the service doesn’t fulfil a particular purpose or achieve a result that you originally told us you needed it for, and it was reasonable for you to rely on our judgement at the time.

(e) ) If you can’t return the goods because they are lost, destroyed or you got rid of them, we might not be able to help with a repair, exchange or refund. You should also be aware that the time period to let us know about a complaint may vary from product to product.

(g) Assessment of goods: Depending on the circumstances, we may need to send goods that are returned as faulty to a Service Centre or a third party for assessment and verification before we can decide on the best resolution. We’ll do our best to have this assessment completed in a reasonable amount of time.

(h)  Warranties: In addition to your rights under the Australian Consumer Law, Equissage also provides its customers with a repair warranty on purchases.

If you want to talk to us about your device or service, you can  call us on  1800 178 528

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