Returns & refunds

Try the kit at home for 30 days. If it doesn't suit, post it back and we refund every cent. Australian Consumer Law applies on top of this, for faulty goods.

The short version

Change-of-mind window

30 days from delivery

Restocking fee

None

Return postage

We cover it (prepaid label emailed to you)

Refund timeframe

Refund issued within 3 business days of us receiving the return; 5–10 business days to appear in your account

Refund method

Back to the original payment method used at checkout

How to start a return

1. Email returns@senior-safe.com.au with your order number and a one-line note on why it's coming back (we use the feedback to improve the product, but the return doesn't depend on you providing a reason).
2. We'll email you a prepaid Australia Post return label and a return reference number within one business day.
3. Pop the kit into any packaging that protects it during transit (the original box is ideal but not required), stick the label on, drop it at any post office or red post box.
4. Once we receive it, we inspect, then refund. We'll email you when each step happens.

What we ask for the kit to look like

We'd like the kit back in good working condition. Cosmetic wear from a few weeks of use is fine — the wristband sitting on a wrist for two weeks is the whole point of the trial. We just can't accept a kit that's been damaged beyond normal use (dropped from height, water-damaged, with components missing, etc).

Faulty or damaged on arrival

If the kit arrives damaged, with parts missing, or stops working through no fault of yours within the first 12 months, your statutory rights under the Australian Consumer Law apply on top of our 30-day window. We'll arrange a replacement or refund, including return postage at our cost. Email support@senior-safe.com.au with your order number and a photo of the issue if you can.

Most product faults are remote-diagnosable — we ask you to try a couple of quick steps before posting anything back, because nine times out of ten it saves you the trip.

What we can't refund

• Free shipping is genuinely free. We don't deduct a "shipping cost" from your refund.
• Beyond 30 days, change-of-mind returns can't be accepted — but Australian Consumer Law rights for faulty products still apply for 12 months and, depending on the issue, sometimes longer.
• Third-party purchases. If you bought Senior Safe through a reseller (we currently don't sell through any), please return through them per their policy.

Your statutory rights

Our policy is in addition to your rights under the Australian Consumer Law. Goods sold by Senior Safe come with guarantees that cannot be excluded — including that the goods are of acceptable quality, fit for purpose, match their description, and that any express warranties will be honoured. 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Information about Australian Consumer Law is available from the Australian Competition & Consumer Commission (ACCC).

Returns address

Returns are accepted only with a return reference number emailed by our team. Please do not post a kit back without one — we won't have a way to match it to your order. Once you have a reference, the prepaid label we send will take it back to:

Senior Safe Returns

[Returns Centre address]
[Suburb], NSW [2000]
Australia