Refund policy

Returns and Refunds

This policy applies to purchases made from Kynexa Recover. It sets out our voluntary change-of-mind returns policy, which applies in addition to, and does not limit, your rights under the Australian Consumer Law.

Your rights under the 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the 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 those rights. If a product is faulty, not as described, or not fit for its intended purpose, contact us and we will work with you to repair, replace or refund it, and we will cover the cost of returning the product to us.

Change-of-mind returns

If you change your mind, you may return an item within 30 days of delivery, provided that:

• the item is unused and in fully resalable condition;
• it is returned in its original packaging with all accessories, cables, manuals and inserts included; and
• you contact us at sales@kynexarecover.com before sending anything back, so that we can issue a return authorisation.

You are responsible for the cost of returning the item to us and for its safe arrival. We recommend using a tracked and insured service, as we are unable to process a refund for an item that does not reach us or that arrives damaged. We do not charge a restocking fee.

Once we have received and inspected the item, we will refund the purchase price to your original payment method within five business days. Original shipping charges are not refunded on change-of-mind returns.

Items we cannot accept for change-of-mind returns

• Items that have been used, worn, or applied to a person or animal, for hygiene reasons.
• Consumables and accessories where the seal or sterile packaging has been opened.
• Gift cards.
• Items that have been assembled, modified, or damaged after delivery.

These exclusions do not apply where a product is faulty or otherwise fails to meet a consumer guarantee.

Faulty or damaged on arrival

Please inspect your order when it arrives. If an item is damaged in transit or faulty, contact us at sales@kynexarecover.com within 7 days of delivery with your order number and photographs of the item and its packaging. We will arrange collection or provide a return label at our cost, and repair, replace or refund the item.

Warranty claims

Equipment sold by Kynexa Recover may carry a manufacturer's warranty in addition to your rights under the Australian Consumer Law. To make a warranty claim, contact us at sales@kynexarecover.com with your order number and a description of the fault, and we will guide you through the process.

How to start a return

Email sales@kynexarecover.com with your order number and the reason for the return. We will reply with a return authorisation and the return address. Returns sent without a return authorisation may be delayed or refused.