Refund policy

 



Effective 20 August 2026


This policy applies to purchases from Pelvic Floor Exercise, operated by PFLEX HEALTH PTY LIMITED.


Nothing in this policy limits your rights under the Australian Consumer Law.



Change-of-mind returns


Because many of our products are intimate or hygiene-sensitive, we cannot accept a change-of-mind return once a product has been opened, used or had its hygiene seal removed.


We accept change-of-mind returns where:


  •        You contact us within 14 days of delivery.
  •        The product is unopened, unused and in its original sealed packaging.
  •        The product and packaging are undamaged and suitable for resale.
  •        You provide proof of purchase.


Please contact us before returning anything so we can provide the correct return instructions. Sending an item without contacting us first may delay its assessment and refund.


For an approved change-of-mind return:

  •       The customer is responsible for return delivery costs.
  •        The original delivery charge is not refundable.
  •        We recommend using tracked delivery, as we cannot process the return until it is received.
  •        The refund will cover the returned product’s purchase price only and does not include any postage and handling.


Ordering the wrong product


If you realise you have ordered the wrong product, contact us as soon as possible.


If the order has not been dispatched, we will try to amend or cancel it. Once an order has been processed or dispatched, it will be handled as a change-of-mind return and must remain unopened, unused and sealed.

 

 

Faulty products


Products purchased from Pelvic Floor Exercise come with consumer guarantees under the Australian Consumer Law.


If you believe a product is faulty, contact us with:

  •        Your order number or proof of purchase.
  •        A description of the problem.
  •        A photograph or short video where reasonably required to help us understand the issue.


We may provide troubleshooting assistance before requesting a return, particularly for electrical stimulation machines and other technical products. This can often resolve setup or operating issues without the inconvenience of returning the product.


If the product needs to be inspected, we will provide return instructions. 


The remedy will depend on the nature of the problem

  • For a major issue, you may choose a refund or replacement.
  • For a minor issue, we may repair the product, replace it, provide a spare part or provide another remedy within a reasonable time.
  • If a minor issue cannot be resolved within a reasonable time, you may be entitled to a refund or replacement.


If an inspected product is found to be operating correctly and does not have a fault, we will explain our findings and contact you before returning it.



Manufacturer Warranties


Some products include an additional manufacturer’s warranty. The warranty period and conditions may vary between products and may be shown on the relevant product page or in the manufacturer’s documentation.


Manufacturer warranties are provided in addition to your rights under the Australian Consumer Law. They do not replace or limit those rights.


Please contact Pelvic Floor Exercise first if you experience a problem with a product. We will help you determine the appropriate next step.



Incorrect or Damaged Orders


Please check your order after delivery and contact us as soon as reasonably possible if:

  •        We sent you the wrong product.
  •        An item is missing.
  •        The product was damaged during delivery.


Please include your order number and photographs where relevant.


Where PFE has supplied an incorrect or damaged product, we will arrange an appropriate remedy and cover reasonable return or redelivery costs.


Do not open or use an incorrectly supplied product unless we ask you to do so.



Cancellations


Contact us immediately if you wish to cancel an order.


We will try to cancel orders that have not entered processing or dispatch, but this may not always be possible.


If an order has already been dispatched, it must be returned under the change-of-mind conditions above. Opened, used or unsealed intimate and hygiene-sensitive products cannot be returned simply because you changed your mind.



Refunds


Once a return has been received and approved, the refund will be issued to the original payment method.


We will notify you when the refund has been processed. Your bank or payment provider may take additional time to make the funds available.


Delivery charges will be refunded where required by the Australian Consumer Law, including where appropriate for faulty, damaged, misdescribed or incorrectly supplied goods. They are not refunded for an ordinary change-of-mind return.



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 they fail to be of acceptable quality and the failure does not amount to a major failure.



Contact us


To request a return, report a problem or ask a question, contact:

PFLEX HEALTH PTY LIMITED trading as Pelvic Floor Exercise

Email: info@pelvicfloorexercise.com.au
Phone: 1300 00 9438
Website: pelvicfloorexercise.com.au