Returns Policy
Our comprehensive returns policy for healthcare devices, warranty claims, and refund procedures
Last updated: June 2025
30-Day Returns
Unopened devices in original packaging
Warranty Coverage
Manufacturer warranty included
Fast Processing
Returns processed within 5-7 business days
1. Return Eligibility
Eligible for Return
- • Unopened devices in original sealed packaging
- • Items returned within 30 days of purchase date
- • All original accessories, documentation, and packaging included
- • Devices with no physical damage or signs of use
- • Products with valid proof of purchase
Not Eligible for Return
- • Opened or used medical devices (hygiene and safety reasons)
- • Personalised or customised devices
- • Items damaged by misuse or normal wear and tear
- • Products beyond the 30-day return window
- • Consumable items (e.g., blood glucose strips after opening)
2. Return Process
Step-by-Step Return Process
1
Contact Support
Email support@optihealthgroup.com with your order number and reason for return.
2
Receive Return Authorisation
We'll provide a Return Merchandise Authorisation (RMA) number.
3
Package Items
Securely package items in original packaging with all accessories and documentation.
4
Ship Items
Use the provided return label or ship to our returns facility (address provided with RMA).
5
Processing & Refund
Returns processed within 5-7 business days. Refunds issued to original payment method.
3. Refund Information
Refund Processing
- • Processing Time: 5-7 business days after receiving returned items
- • Refund Method: Original payment method (credit card, bank transfer, etc.)
- • Refund Amount: Full purchase price minus any applicable restocking fees
- • Shipping Costs: Original shipping costs are non-refundable unless item was defective
Restocking Fees
- • Unopened Items: No restocking fee
- • Customised Orders: 20% restocking fee may apply
- • Bulk Orders (>10 units): 15% restocking fee for non-defective returns
- • Damaged Packaging: Up to 10% restocking fee
*Restocking fees are waived for defective or damaged items
4. Warranty Claims
Warranty Coverage
- • Smart Watches: 12-month manufacturer warranty
- • Health Monitors: 24-month manufacturer warranty
- • Smart Scales: 18-month manufacturer warranty
- • Smart Rings: 12-month manufacturer warranty
- • Consumables: No warranty (quality guarantee on unopened items)
Warranty Claim Process
- 1. Contact our support team with device serial number and issue description
- 2. Provide proof of purchase and photos/videos of the issue if possible
- 3. Receive troubleshooting guidance or warranty claim approval
- 4. Send device for repair/replacement (shipping covered by warranty)
- 5. Receive repaired or replacement device within 10-14 business days
5. Exchanges
Exchange Policy
- • Exchanges allowed within 30 days for unopened items
- • Exchange shipping costs covered by Sensacare for defective items
6. Special Circumstances
NDIS Funded Purchases
- • Returns processed in accordance with NDIS guidelines
- • Plan manager notification required for returns
- • Extended return period (60 days) for NDIS participants
- • Additional documentation may be required
Bulk/Wholesale Returns
- • Minimum order requirements may affect return eligibility
- • Pre-approval required for bulk returns
- • Different return windows may apply
- • Contact our wholesale team for specific terms
This returns policy is subject to Australian Consumer Law and your statutory rights.