We are committed to providing quality products and excellent service. This Returns & Refunds Policy outlines your rights and our obligations in accordance with the Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a repair, replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure is not a major failure.
A major failure includes (but is not limited to):
For minor failures, we will arrange a repair or replacement within a reasonable timeframe.
Under the ACL, we are not required to provide a refund or replacement if you change your mind.
However, as part of our customer service commitment, we may offer a change-of-mind return or exchange at our discretion, subject to:
Any change-of-mind returns may incur a restocking or collection fee.
If your item arrives damaged or develops a fault within the consumer guarantee period, please contact us as soon as possible with:
We will assess the fault and determine the appropriate remedy in line with the ACL (repair, replacement, refund or compensation for loss in value).
If you receive the wrong item, or part of your order is missing, please notify us within 7 days and we will arrange delivery of the correct items or the missing components at no cost to you.
These items are made specifically for you or are sold at a reduced price due to clearance. For this reason:
Our products may come with a manufacturer’s warranty in addition to your rights under the Australian Consumer Law.
Warranty Claims
To make a warranty claim, you may be required to provide:
We will assess the claim and determine whether the issue is covered by the warranty or ACL.
Onsite Repairs and Service Charges
Where a repair is required, we may:
Products that can be returned to the store, but the customer would prefer an on-site repair, a service charge may apply, including but not limited to call-out fees or labour charges.
What Is Not Covered
Unless otherwise stated in a manufacturer’s warranty, the following are typically not covered:
Please contact us at:
Back Centre
If a receipt of purchase cannot be provided, then repairs will be at customer’s cost.
Approved refunds will be issued using the original payment method wherever possible. If this is not possible, we will offer an alternative mutually agreed method.
Nothing in this policy excludes, restricts, or modifies any consumer rights under the Australian Consumer Law.
Back Centre is committed to providing you with the best possible customer service experience. Back Centre is bound by the Privacy Act 1988 which sets out a number of principles concerning the privacy of individuals.
There are many aspects of the site which can be viewed without providing personal information, however, for access to future Back Centre customer support features you are required to submit personally identifiable information. This may include but is not limited to a unique username and password, or providing sensitive information in the recovery of your lost password.
We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Back Centre takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.
For each visitor to reach the site, we collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are on this site. From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes, only data collected from the time of the policy change forward will adhere to our updated practices.
Back Centre reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.
You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Back Centre reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.
Back Centre welcomes your comments regarding this Privacy Policy. If you have any questions about this Privacy Policy and would like further information, contact us.