Refund policy
Returns
Our main focus at Solushin Pty Ltd is to provide the absolute best experience we can for our customers. We take pride in our products and do our best to ensure this experience.
Our policy lasts 30 days and only applies for orders made directly from solushin.com. We do not accept returns for products purchased through clinics, distributors, wholesalers or any other 3rd party physical location, website or similar. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it. It must also be returned in the original packaging. The return shipping cost is at your own expense.
We also reserve the right to refuse to refund your purchase if you have not used the product correctly or have purchased the device without confirming your diagnosis with a physician (medical doctor) or registered AHPRA (Australian Health Practitioner Regulation Agency) provider as per our instructions for use found at solushin.com/instructions and in the instructions for use booklet included with all devices.
The 30-day money-back guarantee does not apply to:
- Change of mind
- Incorrect use
- Failure to confirm a diagnosis with a physician (medical doctor) or AHPRA provider
- Selecting the wrong size (we will gladly swap out for the right size if the device is returned in the same condition)
If you are not happy with the product or would like to discuss a refund, please email the team at team@solushin.com
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at team@solushin.com.
Sale items (if applicable)
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to
30 Westbourne Grove, Northcote, VIC 3070, Australia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We reserve the right to refuse a refund should we not receive the returned item.