Refund policy

Returns & Refunds

We stand by the quality of our products — and your peace of mind.
If something’s not right, we’ll work with you to make it right.

14-Day Guarantee

You have 14 days from the date of delivery to request a return or refund.

We accept returns for:

• Items that arrive damaged, defective, or incorrect

• Unopened, unused products in original packaging

Note: For hygiene and safety reasons, we cannot accept returns on used medical consumables or opened packaging unless the item was faulty or incorrect.

How to Start a Return

Please contact us at contact@totalcareessentials.com.au with:

• Your order number

• A short description of the issue

• A photo, if the product is damaged or incorrect

We’ll guide you through the process and provide the return address if eligible.

Refunds

Once we receive and inspect your return, we’ll issue a refund to your original payment method.
Refunds usually appear within 5–10 business days, depending on your bank or payment provider.

Change of Mind

If you've changed your mind, reach out.
While we can’t refund opened or used products, we’ll always try to find a fair solution if the item is unused and in original condition.

Shipping Costs

• If the return is due to our error (e.g. wrong or damaged item), we’ll cover the return shipping.

• If the return is due to change of mind or customer error, return shipping is the customer’s responsibility.

Questions?

If you're not sure whether your item qualifies, or if you have any concerns, reach out to us.
We’re here to help, and we’ll always aim to keep the process clear, fair, and respectful.