Refund policy

At Body Support Solutions, we want you to feel comfortable and confident with every purchase. Our products are chosen to make daily life easier, and we genuinely hope you love what you receive. If something isn't right, we're here to help.

This policy should be read together with your rights under the Australian Consumer Law, which apply in addition to anything set out below.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or removes these rights.

Change of Mind

We do not offer refunds or returns for change of mind. Because many of our products are used against the body or relate to personal comfort and hygiene, we ask that you choose carefully and check product details, dimensions and specifications before ordering. If you're unsure whether a product is right for you, please contact us before purchasing and we'll be glad to help.

Damaged, Faulty or Incorrect Items

We take great care when preparing and shipping your order, but occasionally things go wrong. If your item arrives damaged, is faulty, or is not the product you ordered, please contact us as soon as possible so we can make it right.

To help us resolve the issue quickly, please include:

Your order number
A description of the problem
Clear photos of the item (and packaging, if damaged)

Depending on the situation, we may offer a replacement, a repair, or a refund. Where the issue is our fault or the product is faulty, we will cover the cost of return shipping.

Items That May Not Be Returnable

For health, hygiene and safety reasons, some items may not be eligible for return once they have been opened, used, or are no longer in resalable condition — except where the item is faulty or you are otherwise entitled to a remedy under the Australian Consumer Law. If you're unsure whether your item can be returned, contact us and we'll help.

How to Start a Return

Please contact our support team before sending anything back, so we can guide you through the process. Include your order number, the item concerned, the reason for the return, and photos if the item is faulty or damaged. Our team will then provide return instructions.

Please do not return items to any address printed on the parcel or packaging unless we have asked you to — this may not be our returns address, and returns sent without contacting us first can be delayed or lost.

Refund Processing

Once your return has been received and inspected, or your claim has been assessed, we'll notify you of the outcome. If a refund is approved:

It will be processed to your original payment method.
Please allow 3–7 business days for the refund to appear, depending on your bank or payment provider.