Returns and refunds.

1. Your consumer rights

Sanivy products come with consumer guarantees that apply automatically under Australian law.

If a product is faulty, unsafe, damaged, materially different from its description, not of acceptable quality or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a remedy such as a replacement, refund or another remedy required by law.

Sanivy’s change-of-mind conditions do not limit rights you may have under the Australian Consumer Law.

2. Damaged, faulty or incorrect products

Please contact Sanivy as soon as reasonably possible if:

• an item arrives damaged
• an item is faulty
• your delivery is incomplete
• you receive the wrong product
• you receive the wrong size compared with the size confirmed on your order
• the products delivered materially differ from what you ordered

Where practical, please provide:

• your order number
• a brief description of the issue
• photographs of the affected product or packaging

Sanivy may reasonably request information required to assess the problem.

Where the product is entitled to a remedy under Australian Consumer Law, Sanivy will provide the appropriate remedy and will cover reasonable return costs where required.

Reporting delivery damage promptly helps Sanivy investigate the issue with its warehouse and delivery partners but does not remove rights available under Australian Consumer Law.

3. Change-of-mind returns

Sanivy may accept a change-of-mind return where you contact us within 14 days of delivery and the product:

• remains unused
• remains unopened
• remains in its original sealed product packaging
• is clean and undamaged
• is suitable for resale
• has been stored appropriately

Opening the external delivery carton does not, by itself, prevent a return provided the individual product packaging remains sealed and otherwise meets these conditions.

Change-of-mind returns are subject to Sanivy confirming that the returned goods satisfy this policy.

4. Products we generally cannot accept for change of mind

For health and hygiene reasons, Sanivy generally cannot accept change-of-mind returns of:

• opened pull-up packs
• opened tabbed-brief packs
• opened wipes
• opened underpads
• opened glove boxes
• opened cleanser
• opened barrier cream
• used products
• products with broken or damaged hygiene seals
• products that cannot reasonably be resold for health, hygiene or safety reasons

These restrictions do not affect your Australian Consumer Law rights where there is a fault, defect or other failure to meet an applicable consumer guarantee.

5. If you selected the wrong size

Where the product supplied matches the size shown on the confirmed order but another size is later preferred, the request will generally be treated as a change-of-mind request rather than a faulty-product claim.

Sanivy may offer an exchange where the relevant packs remain unopened and otherwise satisfy this Returns & Refunds Policy.

The customer may be responsible for reasonable return and replacement-delivery costs for a change-of-mind size exchange.

Sanivy sizing information is intended as general product-selection guidance and is not a clinical assessment.

6. If Sanivy supplied the wrong size

If Sanivy supplies a size different from the size shown on your confirmed order, please contact us.

Where the error is ours, Sanivy will arrange the appropriate correction without charging additional delivery costs for correcting that error.

7. Return delivery costs

Unless required otherwise by law:

• the customer is responsible for reasonable return costs for a change-of-mind return
• original delivery charges are generally not refundable for a change-of-mind return
• replacement delivery requested as part of a change-of-mind exchange may attract a new delivery charge

8. How refunds are paid

Approved refunds will ordinarily be returned to the original payment method.

For funded or provider-managed purchases, the refund may instead need to be processed to the organisation, provider, plan manager or other payer that originally paid the invoice.

Processing time after Sanivy authorises a refund may depend on the customer's bank, financial institution or payment provider.

9. Complimentary first supply

Where an eligible new customer receives their first 28-day product supply at no product cost:

• delivery remains payable
• there is no product-price amount to refund for the complimentary products solely because of a change of mind
• Australian Consumer Law rights continue to apply if products are faulty, incorrect or otherwise fail to meet applicable consumer guarantees

The complimentary first supply does not become retrospectively payable merely because the customer later cancels their subscription.

10. Cancelling a subscription is different from returning products

Cancelling a Sanivy subscription stops future supplies in accordance with the applicable subscription terms.

Cancellation does not automatically create a right to return a supply that has already been delivered.

If a recurring order has already been processed or dispatched when cancellation occurs, cancellation will ordinarily apply to future cycles and this Returns & Refunds Policy will apply to the dispatched goods.

11. Missing deliveries

If tracking indicates that an order has been delivered but it cannot be located, contact Sanivy as soon as practical.

Sanivy may ask you to:

• confirm the delivery address
• check any safe-drop location
• check with other occupants, reception or building management
• allow Sanivy to investigate with the delivery provider

Lost or missing parcels will be handled consistently with applicable consumer rights and carrier arrangements.

12. Request a return

Please provide your order number and the reason for your return request.

Do not return products to Sanivy’s business address unless Sanivy has first provided return instructions.

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