Refund policy
Last Updated: 15 September 2026
At Sanivy, we want our customers to receive the correct products, in good condition, and in accordance with their order.
Because Sanivy supplies continence, hygiene and personal-care products, special conditions apply to returns, refunds and exchanges to protect the health, safety and hygiene of our customers.
This Returns & Refunds Policy applies to purchases made through the Sanivy online store, including one-off purchases and recurring subscription orders.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
1. Change-of-Mind Returns
Due to the personal and hygienic nature of continence and personal-care products, Sanivy generally does not accept returns, refunds or exchanges for change of mind, except where Sanivy expressly agrees otherwise or where required by law.
Change-of-mind circumstances may include where:
- you no longer require the product;
- you change your mind after placing an order;
- you accidentally order more products than required;
- you select the wrong product;
- you select the wrong size;
- your circumstances or preferences change; or
- you decide that you would prefer a different product.
Customers should carefully review the product type, size, absorbency, quantity and other relevant product information before completing an order.
2. Unopened Products
Because Sanivy supplies personal hygiene and continence products, we generally do not accept change-of-mind returns or exchanges even where the individual product packaging appears unopened.
This restriction helps Sanivy maintain appropriate hygiene standards and ensures that products supplied to customers remain within our controlled supply and handling processes.
This restriction does not apply where a customer is entitled to a remedy under the Australian Consumer Law.
3. Faulty or Defective Products
If you receive a product that is faulty or defective, please contact Sanivy as soon as reasonably possible after discovering the issue.
Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include:
- a replacement;
- a refund;
- a repair, where applicable; or
- another remedy required by law.
We may request photographs, batch information, packaging details or other reasonable information to assist us in assessing the issue.
Please retain the affected product and its packaging until Sanivy advises whether they are required for assessment.
4. Products Damaged During Delivery
If your products arrive damaged, please contact Sanivy as soon as reasonably possible.
We may request photographs showing:
- the external delivery packaging;
- the shipping label;
- the damaged product;
- damaged product packaging or hygiene seals; and
- any other relevant damage.
Where products have been damaged during delivery, Sanivy will provide an appropriate remedy where required, which may include a replacement at no additional cost or a refund, as appropriate.
Do not use a continence or hygiene product if its packaging, seal or hygiene protection has been damaged or compromised.
5. Incorrect Product Supplied by Sanivy
If Sanivy supplies a product that differs from the product shown on your confirmed order, please contact us as soon as possible.
Where the error was made by Sanivy, we will arrange an appropriate replacement at no additional cost.
Sanivy will also cover reasonable delivery or return costs associated with correcting an error made by us, where applicable.
Please do not open or use an incorrectly supplied hygiene product unless reasonably necessary to identify the error.
6. Incorrect Size or Product Ordered by the Customer
Customers are responsible for checking the product, size, absorbency, quantity and other relevant information before completing an order.
If the product supplied matches the product ordered but the customer later determines that they selected the wrong size, absorbency or product, this will generally be treated as a change-of-mind purchase.
For hygiene and safety reasons, Sanivy does not normally accept returns or exchanges in these circumstances.
If you are uncertain about product selection before ordering, please contact Sanivy for available product information.
Any information provided by Sanivy regarding product selection is general product information and does not replace appropriate medical, nursing or continence advice where professional assessment is required.
7. Subscription Orders
Each order generated under a Sanivy 28-day subscription is treated as an individual supply of products.
Customers are responsible for keeping their subscription details current, including:
- product;
- size;
- quantity;
- delivery address; and
- other relevant order information.
Requests to change a subscription should generally be made at least 5 business days before the next scheduled order is processed or dispatched.
Once a subscription order has been processed, approved, paid or dispatched, it may not be possible to cancel or change that particular shipment.
This does not affect your rights where products are faulty, damaged, incorrectly supplied or otherwise fail to meet an applicable consumer guarantee.
8. Cancelling a Subscription
Cancelling a Sanivy subscription will stop future orders in accordance with the applicable cancellation arrangements.
Cancelling a subscription does not automatically create an entitlement to a refund for products that have already been processed, supplied or dispatched.
Sanivy subscriptions may be cancelled without a cancellation fee, subject to any applicable notice period stated in our Terms & Conditions.
Nothing in this section limits any rights available under Australian law.
9. NDIS Self-Managed Purchases
Self-managed NDIS customers purchase products directly from Sanivy and may use the invoice or receipt supplied by Sanivy for their own NDIS claiming and record-keeping purposes.
A refund provided for a self-managed NDIS purchase may affect any claim that has already been made by the participant.
The participant is responsible for making any necessary adjustment, repayment or notification associated with their NDIS funding arrangements.
10. NDIS Plan-Managed Purchases
Where an order has been paid for by an NDIS plan manager, any refund will generally be returned to the original payer or original payment method, where appropriate.
Where a plan manager paid Sanivy on behalf of the participant, Sanivy may therefore refund the relevant amount to the plan manager rather than directly to the participant.
This approach assists in ensuring that NDIS funds are returned to the appropriate funding source.
Sanivy may also issue appropriate documentation, such as a credit note, where required for accounting or reconciliation purposes.
11. Plan-Manager Payment Before Dispatch
Plan-managed orders are generally not dispatched until the required approval and/or payment has been received from the nominated plan manager.
If a plan manager declines an invoice before products are dispatched, the order may be cancelled without the products being supplied.
Where Sanivy has not received payment, there will ordinarily be no payment for Sanivy to refund.
The customer may be offered an alternative payment method if they wish to proceed with the order privately or under another eligible funding arrangement.
12. Refund Method
Where Sanivy approves or is required to provide a refund, the refund will generally be returned using the original payment method wherever reasonably possible.
For plan-managed NDIS orders, refunds may instead be returned to the plan manager that made the original payment.
Sanivy may request information reasonably necessary to verify the original transaction before processing a refund.
We will not knowingly redirect an NDIS-funded refund to another person where the original purchase was paid using plan-managed NDIS funding.
13. Refund Processing Time
Once a refund has been approved and processed by Sanivy, the time taken for the funds to appear will depend on the relevant bank, payment provider or plan manager.
Sanivy does not control processing times imposed by financial institutions or third-party payment providers.
Where appropriate, we will provide confirmation once the refund has been processed.
14. Delivery Charges
Where a product is faulty, damaged, incorrectly supplied or otherwise subject to a remedy that requires Sanivy to bear delivery costs under the Australian Consumer Law, Sanivy will cover the applicable reasonable delivery or return costs.
Original delivery charges are not normally refundable for change-of-mind requests.
Where an entire order is subject to a refund because of a failure for which Sanivy is responsible, applicable delivery charges will be handled in accordance with the customer's rights under the Australian Consumer Law.
15. Return Shipping
Please do not send products back to Sanivy without contacting us first.
Due to the nature of continence and hygiene products, some faulty or damaged products may not need to be physically returned.
Sanivy will advise whether a return is required and, where Sanivy is responsible for reasonable return costs, provide instructions for arranging the return.
Unauthorised returns may not be accepted.
16. Lost Parcels
If your order does not arrive and appears to have been lost during delivery, please contact Sanivy.
We will investigate the delivery with Australia Post.
Where a parcel is confirmed as lost in transit, Sanivy will provide an appropriate remedy, which may include:
- replacement of the order; or
- a refund, where appropriate.
This is subject to the circumstances of the delivery and the customer's rights under the Australian Consumer Law.
17. Failed Delivery or Incorrect Address
Customers are responsible for providing an accurate and complete delivery address.
Where an order is returned or requires redelivery because the customer supplied an incorrect, incomplete or outdated address, Sanivy may charge reasonable additional postage, return-to-sender or redelivery costs, where permitted by law.
A refund may be reduced by costs reasonably incurred by Sanivy where permitted by law.
This does not apply where the delivery problem was caused by Sanivy or where doing so would be inconsistent with the customer's rights under the Australian Consumer Law.
18. Out-of-Stock Products
If a product becomes unavailable after an order has been placed, Sanivy will not automatically substitute another continence product without the customer's agreement.
We may offer the customer the choice of:
- waiting for the original product;
- selecting an agreed alternative;
- receiving a partial shipment;
- receiving a credit; or
- receiving a refund for the unavailable product, where appropriate.
For NDIS plan-managed purchases, any refund will ordinarily be returned to the original plan-manager payment source.
19. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement, refund or other remedy where goods:
- are faulty or defective;
- are unsafe;
- are not of acceptable quality;
- do not match their description;
- are different from what was ordered;
- are not fit for a disclosed purpose where the applicable consumer guarantee applies; or
- otherwise fail to satisfy an applicable consumer guarantee.
For a major failure, consumers may have the right to reject the goods and choose a refund or replacement in accordance with the Australian Consumer Law.
For problems that do not amount to a major failure, Sanivy may be entitled to provide an appropriate remedy within a reasonable period, as permitted by law.
Nothing in this policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
20. How to Request a Refund or Report a Problem
If you believe you are entitled to a refund, replacement or other remedy, please contact:
Sanivy
Email: complaints@sanivy.com.au
Please provide, where available:
- your name;
- order number;
- the product concerned;
- a description of the problem;
- photographs where the product is damaged or faulty; and
- any other information reasonably necessary for us to investigate the issue.
For NDIS plan-managed orders, please also identify the relevant participant or plan manager where necessary to locate the transaction.
Please do not include unnecessary medical, diagnostic or other sensitive health information when contacting us about a return or refund.
21. Assessment of Claims
Sanivy will assess refund, replacement and return requests reasonably and in accordance with this policy and applicable Australian law.
We may contact you for additional information where reasonably necessary to investigate the issue.
We will endeavour to resolve legitimate product and delivery concerns as promptly as reasonably possible.