This Returns and Refund Policy (“Policy”) applies to all purchases from us, unless stated otherwise.

Returns and Refund Policy

Customer Satisfaction is our Priority

a. At ScoliCare, patient satisfaction is our priority

b. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this policy.

c. Any benefits set out in this policy may apply in addition to consumer’s rights under the Australian Consumer Law.

d. Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

Australian Consumer Law

a. Under the Australian Consumer Law:

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, you are entitled:

• To cancel your service contract with us; and
• To a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.  

b. We offer refunds, repairs and replacements in accordance with the Australian Consumer Law.

c. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

d. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantee which it provides. If there is an inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

e. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission. 

f. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure. 

g. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

Change of Mind

a. In the event that you receive the products or services which you purchased, as stated, but you change your mind (either due to alternative health advice [second opinion] or simply a personal choice), we may, at ScoliCare’s complete discretion, offer you a refund provided that:

• You notify us within 90 days of your receipt of (product/s) or (services) purchased from ScoliCare
• In the case of services, the services have not been performed.
• In the case of pre-purchased (packaged) services, at a discounted rate, you will only be refunded for services that have not been performed. For services performed, these will be charged at the full fee amount (outlined on ScoliCare’s price list), not the discounted rate and the remaining balance refunded. 
• The following conditions are satisfied:
  • The patient/guardian has completed a ScoliCare Refund Request Form outlining the reason why they are requesting a refund.

b. We only provide refunds for changes of mind in relation to some products or services. In particular, we do not provide refunds for changes of minds for braces. We provide refunds for changes of mind in relation to the following products or services:

• Pre-purchased ScoliBalance Sessions
• Pre-purchased Clinician Consultations

Products Damaged During Delivery

In the event that a product which you ordered is damaged during delivery:

a. Please contact us as soon as possible.

b. Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.

c. We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product: 30 days, and you provide photos of the damaged product as received when delivered.

Other Information Pertaining to Returns and Refunds

a. All attended consultations are non refundable. 

b. All ScoliBrace adjustments and repairs after acceptance of the brace at the brace fitting are incorporated into the purchase price of the brace and are arranged via appointment with a ScoliCare clinician. 

c. Any modification, adjustment or repairs performed on a ScoliBrace, without written approval from a ScoliCare clinician will result in the ScoliBrace being void for returns and refunds.

d. If a refund is provided for a ScoliBrace that has been fitted, ScoliCare requires the return of the product prior to a refund being provided. See section 7 regarding shipping costs.

e. All refunds including those offered to patients who have financed via third party Buy Now Pay Later services (such as Humm), will be paid directly to the patient/guardians nominated bank account. Refunds can not be paid directly to third parties. 

f. Patients who have financed via a third party and received a refund from ScoliCare must be aware that their financial commitment will remain with the third party. Patients would need to contact the third party to make any payments needed to close this financial agreement. 

g. In order to be eligible for a refund under the conditions outlined in this policy you must:

• Complete a ScoliCare Refund Request Form outlining the reason why you are requesting a refund; and
• Execute ScoliCare’s standard Refund Deed of Release, if required by ScoliCare. 

Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

a. You misused the said product in a way which caused the problem

b. You knew or were made aware of the problem(s) with the product or service before you purchased it.

c. You asked for a service to be done in a certain manner, or you asked for alterations to a product or service, against our advice, or you were unclear about what you wanted.

d. Any other exceptions apply under the Australian Consumer Law.

Shipping Costs for Returns

a. In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.

b. If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us (easily posted will be determined by ScoliCare in consultation with you). If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product. 

c. If the Returned Product is too large, too heavy, or otherwise too difficult (as determined by ScoliCare in consultation with you) to be removed and returned by you, and it is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

d. In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the cost of any inspection, postage, shipping, transportation or collection of the Returned Product. 

Response Time

a. ScoliCare aims to process any request for repairs, replacements or refunds within 30 days of having received them.

How to Return Products/Apply for Refund

a. You may contact us to discuss a return or refund using the details at the end of this Policy.

b. We will pay refunds via bank transfer to your nominated bank account.

c. We require the completion of ScoliCare’s Refund Request Form for any refunds to be processed. You may be required to provide proof of your purchase in order to be eligible for a refund, repair or replacement.  

d. You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement. 

Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact the Clinics Manager via:

Ph: 1300 883 884
E: patients@scolicare.com