Product Refund, Return or Exchange
Product refund return exchange requests at PhysioWorks should start with our Product Return Form. This page explains the process, when a refund, replacement, or exchange may apply, and how PhysioWorks FAQs and our online shop can help you find the right next step.
If your item is faulty, damaged, incorrectly supplied, or unsuitable in size, contact PhysioWorks as soon as possible so we can review the issue and guide you through the correct return pathway. Australian Consumer Law also provides rights when a product does not meet consumer guarantees.
How do I arrange a product refund return exchange?
To arrange a product refund return exchange, first complete the Product Return Form. Once PhysioWorks reviews your request, we can issue a Refund Authorisation Code and explain the next steps. Please do not send products back before approval, as this may delay assessment and processing.
What is the PhysioWorks return process?
The process is designed to keep returns clear and traceable.
- Download and complete the Product Return Form.
- Wait for your Refund Authorisation Code and instructions.
- Package the item carefully with the required paperwork.
- Send the product only after approval has been issued.
When can a refund, replacement, or exchange apply?
A refund, replacement, or exchange may apply if the item arrives damaged, is faulty, is not as described, or has another issue that falls within store policy or Australian Consumer Law. For sizing concerns, PhysioWorks may also assist with an exchange where appropriate, although freight costs can vary depending on the reason for the return.
What do ACCC consumer guarantees mean?
Under Australian Consumer Law, consumer guarantees apply when a product does not meet basic rights such as acceptable quality, fitness for purpose, or matching its description. The ACCC explains that change-of-mind returns are generally not required by law, but faulty goods may entitle the customer to a repair, replacement, or refund depending on the seriousness of the problem. You can read the ACCC overview of repair, replace, refund and cancel rights.
What if my product arrives damaged?
If your item arrives damaged, contact PhysioWorks as soon as possible and provide the details requested in the return form process. In many cases, damaged or faulty goods are handled differently from change-of-mind returns. Assessment may include photos, proof of purchase, and return instructions before a replacement or refund decision is made.
Can I return a used or worn product?
Used, worn, damaged, or hygiene-sensitive products may not be eligible for refund if they are unsuitable for resale or present infection or health concerns. This is especially relevant for items that have clearly been used beyond a basic fit check. If you are unsure, contact PhysioWorks before returning the item.
What if the size is wrong?
If a brace, support, or similar item is the wrong size, try it on carefully to assess fit, then contact PhysioWorks promptly to discuss the options. A size exchange may be possible, although return postage and replacement freight may apply depending on the reason for the return and the condition of the product.
Are downloadable products refundable?
Downloadable products such as PDFs, exercise packs, or other e-products are generally not refundable once they have been downloaded or accessed.
FAQs
Do I need a Refund Authorisation Code before returning a product?
Yes. PhysioWorks asks customers to obtain a Refund Authorisation Code before sending a product back. This helps match the parcel to the request, confirm the reason for return, and reduce delays in assessment.
Can I get a refund if I changed my mind?
Usually, no. The ACCC states that change-of-mind refunds are not generally required under consumer guarantees. However, a business may still choose to offer its own change-of-mind policy. :contentReference[oaicite:3]{index=3}
Who pays return postage?
That depends on the reason for the return. For change-of-mind or sizing issues, return freight is usually the customer’s responsibility. For faulty or damaged products, the return arrangement may be different after assessment.
What should I include with my return?
Include the approved paperwork and follow the instructions provided with your Refund Authorisation Code. It is also sensible to keep your proof of purchase and any relevant photos if the product is faulty or damaged.
What to do next
If you need to start a product refund return exchange, download the Product Return Form and complete it before sending anything back. That gives PhysioWorks the details needed to assess the issue and guide you to the correct refund, replacement, or exchange option.
If you are still deciding which product suits you best, you can also browse the PhysioWorks online shop or review more frequently asked questions.
References
- Australian Competition and Consumer Commission. Repair, replace, refund, cancel. ACCC. Accessed March 18, 2026.
- Australian Competition and Consumer Commission. Consumer guarantees: a guide for consumers. ACCC. July 2021.
- Australian Competition and Consumer Commission. Refunds and returns poster A4. ACCC. Accessed March 18, 2026.
