At Comfy Australia, our priority is providing you with high-quality continence and healthcare products. Due to the sensitive nature of these items, we have specific guidelines regarding returns and refunds, which are outlined below. This policy is in accordance with Australian Consumer Law (ACL).

Overview of Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.

Hygiene and Infection Control Restrictions

We maintain strict hygiene and infection control standards. For the safety of all our customers, we cannot accept returns for the following types of products if the packaging has been opened or the product has been used:

  • Opened continence products (including pads, liners, disposable underwear)
  • Personal hygiene items
  • Catheter products
  • Skincare products
  • Customized or special-order items

These items are considered personal use and hygiene items, and their return poses a risk of cross-contamination once the initial sealing is broken.

Please note: This hygiene restriction does not apply if the items are faulty or were incorrectly supplied by Comfy Australia.

Returns Due to Faults or Incorrect Supply

If you believe you have received a faulty product, or if we have inadvertently sent the wrong item, please contact us immediately.

Timeframe: You must notify Comfy Australia within 7 days of receiving your goods if they are incorrect, damaged, or faulty upon arrival. This allows us to address the issue promptly and arrange for a resolution.

We will cover the return shipping costs if the item is found to be faulty or wrongly supplied.

Returns for Change of Mind (Unopened Items)

We understand that sometimes you may change your mind about a purchase. We accept returns for change of mind only if the products are:

  • Unopened
  • Unused
  • In their original, undamaged packaging
  • In resaleable condition

Shipping Costs: Please note that if you are returning an item due to a change of mind, all shipping and handling costs are non-refundable, and the cost of returning the item to Comfy Australia is the responsibility of the customer.

Once we receive and inspect the returned item(s), a refund for the product purchase price (excluding original shipping fees) will be processed back to your original method of payment.

How to Request a Return

To initiate a return (whether for a faulty item or an unopened change-of-mind purchase), please contact our customer support team first:

  • Email: sales@comfyaustralia.com.au

Please provide your order number, details of the item you wish to return, and the reason for the return request. Do not return items without contacting us first, as we cannot be responsible for unauthorized returns.