How to arrange a Product Refund, Return or Exchange


In an effort to continue keeping our prices low, please read the following to understand what to do if you feel the product you ordered is unsuitable.

Size Problems?

Please trial your brace or support for size and fit. If you find the size is incorrect, please contact us immediately to discuss your options.

We will quickly rectify the size issue where possible. You are generally responsible for returning the product if it can be posted or easily returned. You may be charged an additional freight fee for the new size product to be delivered to you.

Damaged Products on Arrival?

Please contact us immediately to discuss the problem.

PhysioWorks will generally organise a product return and replacement at PhysioWorks' expense. If the product is found not to have a problem, you may be required to pay the transport or inspection costs. 

Used or Worn Products

Any returned items that have been worn or damaged in any way due to use will not be refunded. If the product is unfit for resale due to user damage, potential infection or other health and hygiene reasons, then a refund will not apply.

ACCC consumer guarantees do not apply if you received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

Refund Authorisation

Prior to returning your product we recommend that you arrange for a "Refund Authorisation Code" to fast-track your refund or replacement. We have many product deliveries and arrivals every day. Items without a refund authorisation code and paperwork can easily get lost. It is your interest to ensure the safe delivery and management of your product return or exchange. Thanks you for your assistance.

Refunds, Replacement or Store Credit

If you have a minor problem with a product or service, PhysioWorks may choose to give you a free repair instead of a replacement, refund or store credit. When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund. For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund.

e-Products

Sorry, e-products such as our pdf information and exercise packs are not eligible for a refund after being downloaded by you.

Refund/Return/Exchange Request Form

Please complete the following online form to initiate the refund process. 

Alternatively, please download this form and follow the instruction on the form. Thanks.

Product Returns Form Product Returns Form (77 KB)

Once we have received this form, we will provide you with a "Refund Authorisation Code" to commence the refund, replacement or exchange process.

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