We know that sometimes an order doesn’t go quite to plan. An item might not suit your needs, something may arrive faulty, or you might realise you no longer need part of an order. To help make things easy, our online Returns Portal provides one convenient place to lodge returns, cancellations and missing-item claims, any time of the day or night.
Three easy ways to get started
You can start a request in whichever way suits you best. Go straight to our Returns Portal, open My Account > Orders and choose the order you need help with. You can also track your returns through the Returns Portal or through your My Account > Returns
No account? No problem. Guests can use their order number and the email address used on the order to find it.
We gladly accept change-of-mind returns lodged within 14 days of dispatch. Please view our Returns Policy for more information. If the product is returned in the same condition and packaging as supplied, we are happy to offer an exchange or store credit. For change-of-mind returns, return freight and any re-delivery costs are your responsibility.
Faulty products may be returned within 12 months of purchase. If the product is faulty, incorrect, or does not meet consumer guarantees, we will cover the reasonable costs of return and re-delivery.
Order cancellations may be requested at any time before dispatch.
All returns must first be lodged through our Returns Portal and returned with a Returns Number. This helps us process your return accurately and efficiently. If you have any concerns, please contact us.
Any PayPal, Afterpay or Zip change-of-mind refunds will incur a merchant-imposed 3% processing fee.
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law or any other applicable consumer protection legislation.
Due to health regulations and under manufacturer’s procedures, unfortunately we cannot offer refunds or exchanges for the following products.
- Womens/Mens health pelvic floor devices
- Pillows
- JOBST Garments
- Undergarments, Socks, Thongs, Orthotics and Footcare ranges
- Lotions, Creams and Medicinal items
In addition to these, we will not accept returns for refunds or account credit for the following COVID related products;
- All Protective Equipment (PPE)- gloves, face masks, disposable aprons
- All Antibacterial supplies- alcohol wipes, disinfectant wipes, hand sanitiser
- Paper supplies- face sheets, paper rolls
- Antigen Rapid Test kits
Important information about JOBST Garments
Due to recent health regulation changes we have had to implement some important changes to the exchanges and replacement of JOBST garments. Please read the following to avoid disappointment.
