Refund policy
Return, Refund & Warranty Policy β FallGuard
Effective Date: 1 April 2026
At FallGuard, we are committed to supplying quality fall safety products and to treating our customers fairly. This Return, Refund & Warranty Policy explains when products may be returned, refunded, repaired, or replaced.
This policy applies to all purchases made through fallguard.com.au and all direct purchases from FallGuard.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, or refund, and to compensation for any other reasonably foreseeable loss or damage, where required by law.
This policy operates in addition to, and does not exclude, restrict, or modify, any rights or remedies you may have under the Australian Consumer Law.
2. Change-of-Mind Returns
We may, at our discretion, accept change-of-mind returns within 14 days of delivery, provided that:
- the product is unused, unopened, unactivated, and in its original saleable condition
- the product is returned with all original accessories, manuals, inserts, and components
- the product is returned in its original packaging
- valid proof of purchase is provided
Because FallGuard products are fall safety and personal-use devices, we do not accept change-of-mind returns for products that have been opened, worn, activated, paired, installed, used, or otherwise handled in a way that may affect hygiene, safety, performance, or resale value.
Change-of-mind returns are not available for:
- final sale, clearance, or discontinued items
- customised, made-to-order, or special-order items
- gift cards, if applicable
- products expressly marked as non-returnable on the product page or at the time of sale
Approved change-of-mind returns are subject to Section 4 below.
3. Return Approval Process
Before returning any item, you must contact FallGuard to request return approval. Unauthorised returns may be refused and returned to sender.
To request a return, please provide:
- your full name
- order number or other proof of purchase
- the product name
- the reason for the return
- photographs, where relevant
If your return is approved, we will provide return instructions.
4. Return Shipping and Restocking Fee
For approved change-of-mind returns:
- the customer is responsible for all return shipping and insurance costs
- original shipping charges are non-refundable
- a 10% restocking fee will be deducted from the refund amount
The restocking fee covers handling, inspection, testing, cleaning, repackaging, and administrative costs.
We strongly recommend using a tracked and insured shipping service. FallGuard is not responsible for items lost or damaged in transit while being returned to us.
The restocking fee does not apply where a customer is entitled to a remedy under the Australian Consumer Law.
5. Faulty, Defective, Damaged or Incorrect Products
If you believe a product is faulty, defective, damaged, incorrectly supplied, not of acceptable quality, not fit for purpose, or does not match its description, please contact us as soon as reasonably possible.
You may be asked to provide:
- proof of purchase
- a description of the issue
- photographs or videos of the issue
- access to the product for troubleshooting, testing, inspection, or return
Where required, FallGuard may assess the product before determining the appropriate remedy.
If the product is confirmed to have a fault or to otherwise fail a consumer guarantee, FallGuard will provide a remedy in accordance with the Australian Consumer Law, which may include repair, replacement, refund, or other appropriate compensation depending on the nature of the issue.
If the product is found not to be faulty or not to fail a consumer guarantee, the customer may be responsible for collection, return shipping, inspection, or handling charges where permitted by law.
6. Major Failures and Minor Failures
Where a product has a major failure, you may be entitled to choose between a refund or replacement, or keep the product and seek compensation for the reduction in value, as provided by law. Where the problem is not major, we may choose to repair the product within a reasonable time.
7. Products Damaged in Transit
If your order arrives visibly damaged, please notify us as soon as possible and, where possible, within 48 hours of delivery. Please include photographs of:
- the damaged product
- the internal packaging
- the outer packaging and shipping label
Prompt notice helps us investigate with the carrier and process your claim quickly. However, nothing in this section limits any rights you may have under the Australian Consumer Law.
If approved, FallGuard will arrange an appropriate remedy, which may include repair, replacement, or refund.
8. Warranty Claims
Some products may include a manufacturerβs warranty or a voluntary warranty offered by FallGuard. Any such warranty applies in addition to your rights under the Australian Consumer Law and does not replace them.
To make a warranty claim, we may require the product to be returned for inspection, testing, or assessment. Unless the law provides otherwise, customers are responsible for the cost of sending the product to us for warranty assessment.
If the claim is accepted under the applicable warranty:
- we will repair or replace the product, or provide another remedy as appropriate
- we will cover the reasonable cost of returning the repaired or replacement product to you
If the claim is rejected because the issue is not covered by warranty, including where damage results from misuse, accidental damage, neglect, unauthorised modification, improper storage, abnormal use, failure to follow instructions, or normal wear and tear, return shipping, inspection, and repair charges may apply.
Where permitted, repaired or replacement products may include refurbished parts or units of the same type and comparable quality.
9. Refund Processing
Once a return or claim is approved and, where applicable, the product has been received and inspected, refunds will generally be processed within 7 business days.
Refunds will be made to the original payment method, unless otherwise required by law or agreed by FallGuard.
Bank or payment provider processing times may vary and are outside our control.
10. Proof of Purchase
To process a return, refund, repair, or warranty claim, we may require proof of purchase. Acceptable proof may include:
- tax invoice or receipt
- online order confirmation
- payment confirmation
- bank or credit card statement
- warranty record or other evidence reasonably showing purchase from FallGuard
Failure to provide adequate proof of purchase may delay or prevent assessment of your claim.
11. Non-Returnable Circumstances
Without limiting your rights under the Australian Consumer Law, returns, refunds, or warranty claims may be refused where:
- the product has been misused, abused, neglected, altered, or improperly installed
- the product has been used contrary to instructions, warnings, or intended use
- damage has resulted from external causes, including accidents, liquid ingress, impact, power issues, or improper storage
- the serial number, tamper seals, or identifying labels have been removed or altered
- the claim relates only to normal wear and tear, battery depletion over time, cosmetic damage not affecting function, or user preference
12. Product Use and Safety Disclaimer
FallGuard products are designed to assist with fall detection, alerting, and safety monitoring. They do not guarantee prevention of falls, injury, illness, or death, and are not a substitute for medical care, supervision, caregiver support, emergency response services, or professional risk management.
Returns or refunds will not be provided solely because a customer considers a product ineffective where the product is operating substantially as described and is not otherwise faulty or in breach of the Australian Consumer Law.
Customers are responsible for following all product instructions, setup steps, charging requirements, maintenance guidance, and safety warnings.
13. How to Contact Us
FallGuard
Phone: (08) 9979 9299
Email: info@fallguard.com.au
14. Policy Updates
We may update this policy from time to time. The version published on our website at the time of your purchase will apply unless the law requires otherwise.