Back to Life Refunds Policy

For products purchased through Back to Life you have the right to use it for a reasonable time of 30 days to determine whether it is satisfactory and you want to keep it. If you decide that it is not satisfactory, you may return your purchase to us subject to the exclusions below.

You are offered a choice of replacement without charge, full credit towards the purchase of another product or return of the full purchase price, excluding shipping.

The shipping and postal cost of the  returned product is to be paid by the purchaser.

All products must be in their original package, and without damage.

The process for returns are:
  1. You can contact Back To Life on (+613) 9 866 8010 or email us using our Contact Us web-form to obtain a returns number. All products require a returns number prior to the returns being accepted.
  2. Please have your order number ready.
  3. Ensure that the product is undamaged nor misused.
  4. Ship to:
    Back To Life
    Suite 8, Level 4 517 St Kilda Road Melbourne Spinal Clinic Victoria 3004 Australia
Overseas purchasers are recommended to insure their package and Australian customers to send it by registered post or express post to ensure the package reaches Back To Life.

Returns Procedure:

Back to Life endeavour to provide products that will meet your needs.

If a product purchased is not to your satisfaction, you may return the item within 14 days of delivery for a full refund of the purchase price, (less freight charges) or a product exchange, with the exceptions noted below. The product has to be returned in ‘like new’ condition, with all paperwork, packaging, parts, and accessories to ensure full credit.

The following steps and policy criteria below apply to ALL RETURNS, including defective items and those that may have been damaged during shipping.

STEP 1

Please ensure your return meets the following:
  • Product is in its original packaging
  • Product is in new condition 
  • Product was purchased in the last 14 days 
  • Product is not included in Exceptions (noted below)

STEP 2

Call Back To Life
  • Please contact Back TO Life on +61 3 9867 6033 or fax +61 3 9866 5070 or email info@backtolife.com.au to receive Return Authorization Code (RA#) in order to speed your return and ensure proper credit to your account.
  • Please have your Purchase Order Number (eg #2640) ready. 
  • Please note that refunds will not be issued for products that are soiled, damaged, have missing parts or returned without an assigned RA#.

STEP 3

Guidelines for returns:
  • All products need to be packed securely. The product needs to be wrapped well so it does not get damaged in shipment. All products that are returned must be in the same condition in which they were received. Please select a box size that fits your product. It is strongly recommended that the product is registered or insured (overseas sales) to avoid loss.
  • Address all returns to:
    Back to Life Suite 8, Level 4 517 St Kilda Road Melbourne, Victoria 3004 Australia
  • Customers from Australia are requested to send the return package by registered mail or Express Post Bag
  • Customers from overseas are recommended insurance for their return package. Back To Life cannot be responsible for packages that are lost by mail. 
  • Original shipping costs are non refundable (exceptions – wrongly shipped or faulty products). 
  • Shipping cost for returns is at the customer’s expense. 
  • After inspection to ensure the product is returned in original and working condition, refunds or credits are issued within 7 days of product receipt by Back To Life.
  • Refunds will not be issued for products that are soiled, damaged, missing parts or returned without an assigned RA#.
  • For packages that are undeliverable caused by customer error, we will credit you minus all shipping costs. 
  • If your order has shipped, or is in the process of being shipped, we will be unable to cancel your order. You will need to follow the return instructions once you receive the package. 
  • Please notify us about damaged merchandise within 36 hours of receipt, and ensure that you keep all the original boxes and packaging.
  • If returns are sent without original packaging, we will deduct a 20% restocking fee from your credit.

EXCEPTIONS

Non-Returnable Items (unless due to faulty or damaged merchandise):

  • Due to shipping and delivery cost considerations, mattresses/foundations, adjustable bed frames and electric (adjustable) bases, massage chairs, custom-made chairs, indoor or outdoor zero gravity recliners, desks, and workstations are non-returnable.

Bedding:

  • Due to health code limiting the resale of bedding items, if the following products have been opened, then they are not returnable: pillows, body pillows, leg & bed wedges, mattress overlays/toppers, pillow covers and mattress covers.

Personal Items:

  • If the following personal accessory products that make direct contact with skin have been opened, then they are not returnable: neck and travel supports, back & joint supports, hand held massager's, seat cushions and hot/cold packs.

Discontinued / Clearance Items:

  • Discontinued or clearance Items are considered final sale and are non returnable. Please do not ship these items to Back To Life, since we cannot issue a credit to your account.