Shipping and Returns Policy

This Shipping and Returns Policy (Policy) sets out what rights you have when purchasing our goods and/or services. This Policy forms part of and is in addition to any terms and conditions between us and you.


In this Policy:

We, us or our means Australian Ability Enterprises Pty Ltd (ACN 629 635 552).

You or your means you, the purchaser of our products or services.


SHIPPING

Shipping Costs

Once you have placed the items you wish to purchase into your shopping cart, we will be able to calculate the cost of delivery for you.

Shipping will be calculated at checkout once you enter your address for delivery. All prices are in Australian dollars (AUD).

Delivery Methods

Some items may not be available for delivery due to their nature, weight or size. For such items, we offer a local pick-up option from our designated locations. Details for pick-up locations and times will be provided upon confirmation of your order.

Expected Delivery Times

Delivery generally takes between 2 – 10 business days to arrive, depending on the postcode and shipping method being used. If your postcode is in a metropolitan area, deliveries may be received within 5 working days. If your postcode is in a regional area, deliveries may be received within 10 business days. Public holidays may delay delivery. 

RETURNS

Australian Consumer Law Warranties

Nothing in this Policy attempts to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Consumer Law (Consumer Law Rights). In Australia, our goods come with guarantees which cannot be excluded under the 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. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer Law are expressly excluded where permitted, except to the extent such warranties and conditions are fully expressed in the Policy.

Where you return goods to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the goods to us.

Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant goods. Please contact us for further information.

Change of Mind

Subject to your Consumer Law Rights, we do not offer refunds for change of mind where you have:

  1. changed your mind and no longer want the goods;
  2. ordered the wrong goods; or
  3. purchased a good despite being aware of a fault (for example, if the fault was written on the goods’ tag, or for online purchases, indicated in any photos or descriptions of the goods online).

Subject to your Consumer Law Rights, For health and hygiene reasons, we will not accept any request for exchanges or returns for change of mind on the following goods:

    1. Bathroom, shower and toilet aids and equipment, including urinals and bed pans;
    2. Daily living aids that may encounter the mouth or body (for example, kitchen, grooming, bathroom aids); and
    3. Incontinence supplies including skin care products.

Returns Process

To return your goods, you must:

Contact us at shop@fam.life to discuss the reason for your return within 14 days of receiving your products:

    Returned items must be unworn and in original condition.  Returns that are damaged or show signs of wear, may not be accepted and may be sent back to the customer.

    All returns are at the expense of the customer.  We strongly recommend using registered post to ensure your parcel arrives safely.

    • Pack the goods in their original condition and packaging (including instruction manuals, spare parts, price tags and any accessories) or as otherwise instructed by us (for example, attaching any claim number if you are returning a defective good); and
    • Follow the mailing instructions as provided when you contact us at shop@fam.life

    We will notify you by email once we have received the returned goods and inspect the goods. 

    If the returned goods are found to be defective, we will exchange the goods, provide you with repair or replacement parts or provide you with a refund. If you are provided a refund, we will refund you through your original method of payment. 

    If the returned goods are found not to be defective, or if the defect is due to normal wear and tear, misuse or failure to follow instructions, we will return the goods to you. You will be responsible for any return costs. 

    Please note, items are not considered defective if they are damaged by any:

    1. act or omission, accident, or negligence by you or any third party not engaged by us;  
    2. failure on your part to follow any instructions or guidelines (including any manual) provided by us or the manufacturer in relation to your goods or properly maintain your goods in accordance with any of our instructions or guidelines;
    3. use of your goods otherwise than for any application or use specified by us or the manufacturer;
    4. continued use of your goods (where such use is not reasonable) after any defect in your goods becomes apparent or would have become apparent to a reasonably prudent person;
    5. incorporation or installation of fixtures, appliances or other items into your goods;
    6. failure by you to notify us of any defect in your goods within a reasonable period of time after you become aware of or ought to have reasonably become aware of the relevant defect;
    7. reasonable wear and tear of your goods;
    8. act of God or force majeure event (including but not limited to war, riot, invasion, act of terrorism, contamination, earthquake, flood, fire, or other natural disaster, or any other event or circumstance beyond our or the manufacturer's reasonable control); and/or
    9. installation, repair, replacement, maintenance, altering, overhauling or otherwise compromise of the goods by you or any person other than us or the manufacturer.

    Amendments

    We may, at any time and at our discretion, vary this Policy by publishing the amended Policy on our website. We recommend you check our website regularly to ensure you are aware of our current Policy.

    For any questions or notices, please contact us at:

    Australian Ability Enterprises Pty Ltd (ACN 629 635 552)

    Email: shop@fam.life