This policy applies to retail orders placed through acehealthcare.com.au. Wholesale orders are subject to a separate written agreement.

Nothing in this policy excludes, restricts, or modifies the consumer guarantees provided under the Australian Consumer Law (ACL), or any other rights you have under that law that cannot be excluded.

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that 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.

A major failure includes when a product:

• has a problem that would have stopped you buying it had you known about it;
• is unsafe;
• is significantly different from the sample or description; or
• doesn’t do what we said it would, or what you asked for, and can’t easily be fixed.

If the failure is major, the choice of remedy (refund, replacement, or compensation) is yours. If the failure is minor, Ace Health Care may choose to repair, replace, or refund.

2. Change-of-mind returns (exchanges only)

If you have simply changed your mind about a product, we offer exchanges only — no refunds for change-of-mind returns. This is in addition to, and does not affect, your rights under the Australian Consumer Law (see Section 1).

To be eligible for a change-of-mind exchange:

• You must contact us within 30 days of receiving your order.
• The product must be unopened, unused, sealed in its original packaging, and in the same condition you received it. Because our products are personal-care items, opened or used products cannot be exchanged for hygiene and safety reasons.
• You must provide proof of purchase (order number or receipt).
• The buyer is responsible for return postage. We recommend using a tracked service — we cannot accept responsibility for change-of-mind returns lost in transit.

3. Faulty, damaged, or incorrect items

Please inspect your order on arrival. If a product is faulty, damaged in transit, or you’ve received the wrong item, contact us within 7 days of delivery at sales@acehealthcare.com.au. Where the issue is covered by the Australian Consumer Law, we will arrange the appropriate remedy (refund, replacement, or repair) at no cost to you, including return postage.

4. How to request a return or exchange

Email sales@acehealthcare.com.au with:

• your order number,
• the item(s) you wish to return, and
• a brief reason (change of mind, faulty, damaged, incorrect, etc.).

We will respond with instructions for sending the product back. Items sent without first requesting an authorised return will not be accepted.

5. Shipping

All orders are dispatched via Australia Post. Orders are usually shipped within 1 business day of payment.

Domestic (Australia)

• 1–2 items: AUD $13.20
• 3 or more items: AUD $16.00

Standard domestic transit time is 2–5 business days depending on your location.

International

We currently offer international shipping at a flat rate of AUD $35.00 to: New Zealand, the United Kingdom, the United States, Canada, Japan, China, the United Arab Emirates, Mexico, and South Africa. International transit time is approximately 7–21 business days depending on your destination and customs processing. Any import duties or taxes charged on arrival are the responsibility of the buyer.

6. Contact

For any questions about this policy:
Email: sales@acehealthcare.com.au