Do you offer a warranty?
All electronic products come with a 3-month warranty.
The warranty does not apply due to damages due to misuse, incorrect assembly, or lack of due care.
How do I make a warranty claim?
All claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:
- Order Number
- Manual with missing parts indicated (if applicable)
- Images/Video clearly showing fault (if applicable)
- Images/Video clearly showing goods in original packaging (if applicable)
Faulty or Damaged in Transit Products:
- Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity).
- Provide a detailed description of the fault.
- We will assess each situation on a case by case basis.
We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product.
Please do not return the product to us unless instructed to do so. If we need
the product returned, we will provide a return label. Any postage costs incurred by the customer for return postage will not be refunded if a return label has been provided by us.
I have changed my mind, how do I return my item?
We will happily accept a change of mind return within 7 days after the item is delivered to you.
Products returned must be in as new condition, and be packaged back in the original packaging and must be unused, undamaged, and must not have been assembled.
Customers will be responsible for the actual shipping costs associated with the initial delivery, and the return. Once our team have inspected the return, we will issue a store credit voucher to your email address. The store credit will be less the total postage costs associated with the order, and will remain valid for one year from the date of issue.
Our warehouses do not have public access, so returns must be done so via courier. We will not accept returns delivered in person to our offices, or warehouses.
How to start the change of mind returns process
Please send an email to support@healthyevidenceco.com.au with your full name, order number, and attach pictures and/or a video showing the condition of the product received and an explanation of why you would like to return product and if the item is eligible for return.
For any change of mind return, the product must be unused, undamaged, unassembled, in its original packaging and in an “As-New” condition.
Please note: mattresses, pillows, & bedding products cannot be exchanged once opened due to health and safety concerns.
Once a change of mind return has been accepted by the Healthy Evidence Co Support Team, we will email you full instructions.
All items that are returned to us due to incorrect or incomplete delivery information will be treated as a change of mind return including items returned to sender due to being unclaimed.
If you wish to cancel once the package has been accepted by the courier for delivery then we will be unable to assist as it will already be on its way to you.
Change of mind cancellations and refunds are subject only to approval by the Healthy Evidence Co customer support team and are not definite until you hear back from us. As such, please do not return the product to us without our prior consultation.
I’ve only received half of my order - Where is the rest?
Partial deliveries are very common at the moment with the extreme high demand being placed on all Australian courier companies. There is no cause for alarm if you receive a delivery that does not contain all of your items.
With this in mind, we kindly ask that customers do not contact Healthy Evidence Co support about partial deliveries until their estimated delivery window has been exceeded from the day of the dispatch notification:
VIC: 3-9 business days
SA: 4-10 business days
NSW & ACT: 6-14 business days
QLD & TAS: 4-11 business days
NT & WA: 5-15 business days.
Reasons why you may receive a partial delivery:
1. We have shipped your items with a single courier, but some items have fallen behind in transit.
2. We have shipped your items from different warehouses.
3. We have shipped your items with multiple couriers due to the couriers package weight and size limitations for your postcode.
Usually the remaining items will catch up within a few days. Please keep an eye on your assigned tracking numbers for a further update when out for delivery.
If your estimated delivery window has been exceeded, please reach out to our customer support team: support@healthyevidenceco.com.au and include your name, order number, and description / tracking information of what item is missing.
We thank you for your continued support, patience and understanding during our busiest time of the year.
I think I have a part missing?
Please double check that you have searched through the packaging very thoroughly as the small components might become loose during transit.
If there is a part missing, please contact us immediately so that we can offer our assistance.
If available, circle the missing part on your instruction manual and send us a picture so we know exactly what to send to you.
