Refund policy

Return & Refund Policy

Welcome to Caringly Continence Care. Caringly Continence Care is a registered business name of Aidy Australia Pty Ltd (ABN 23 684 491 601). By accessing or using our website, you agree to comply with the following Return & Refund Policy. Please read it carefully before making a purchase. If you do not agree with these terms, please do not use our website.

1. General Information

Caringly Continence Care (“we,” “our,” or “us”) operates an online store supplying continence care, healthcare, and personal care products throughout Australia. By using this website, you confirm that you are at least 18 years old or using the website under the supervision of a parent or guardian.

2. Eligibility for Returns

Due to hygiene and safety requirements, returns are accepted only under limited circumstances.

You may request a return, replacement, or refund if:

  • The product received is damaged, defective, or incorrect.
  • The product arrives in broken, opened, or tampered packaging.
  • The product is expired at the time of delivery.

To be eligible for a return:

  • The item must be unused, unopened, and in its original condition.
  • The product must be returned in its original packaging with all labels and proof of purchase.
  • A return request must be submitted within 7 days of receiving the order, except for requests under the 60-Day Fit Promise below.

For hygiene and health protection reasons, we cannot accept returns for:

  • Opened or used continence products.
  • Products damaged due to misuse, improper storage, or normal wear and tear.
  • Change-of-mind purchases unless required under Australian Consumer Law.

60-Day Fit Promise (Supreme Pull-Ons and Supreme Slips)

If your Caringly Supreme Pull-Ons or Supreme Slips are the wrong size, contact us within 60 days of delivery to choose a free size exchange or a refund for unopened, unused packs, including unopened extra packs. Packs must be in their original condition and packaging, with all labels and proof of purchase.

We cover return shipping for eligible packs and replacement shipping for size exchanges. Approved refunds are processed to your original payment method after we receive and inspect the returned packs. Please contact our customer support team with your order number and wait for our return instructions before sending any packs back.

This promise is an exception to the 7-day return-request limit and the exclusion of change-of-mind returns for wrong-size Supreme Pull-Ons and Supreme Slips only. It does not allow returns of opened or used products or other change-of-mind purchases. Nothing in this promise changes your rights under the Australian Consumer Law.

3. Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL). You may be entitled to a replacement, repair, or refund where products are faulty, not fit for purpose, or do not match their description.

4. Return Process

To request a return or replacement, please contact our customer support team through www.caringly.com.au with:

  • Your order number
  • Description of the issue
  • Photographs of the product and packaging (if applicable)

Once approved, we will provide return instructions. Unauthorised returns may not be accepted.

5. Refunds

Approved refunds will be processed back to the original payment method within a reasonable timeframe after the returned item has been received and inspected.

Shipping costs are non-refundable unless the return is due to our error, a defective item, or a product damaged in transit. Return shipping and replacement shipping for exchanges under the 60-Day Fit Promise are covered by us as described above.

6. Product Information

We make every effort to ensure product descriptions, images, pricing, and specifications are accurate.

However:

  • Product packaging and colours may vary slightly from images displayed online.
  • Prices and availability may change without notice.
  • We reserve the right to correct any errors or inaccuracies and to cancel or update orders where necessary.

7. Orders & Payments

By placing an order with us, you agree that:

  • All information provided is accurate and complete.
  • Orders are subject to acceptance and stock availability.
  • We may cancel or refuse orders where fraudulent or suspicious activity is identified.

Payments are processed securely through trusted third-party payment providers. Caringly Continence Care and Aidy Australia Pty Ltd do not store your full credit or debit card details.

8. Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Caringly Continence Care
A registered business name of Aidy Australia Pty Ltd
ABN: 23 684 491 601

📍 Unit 7A, 5 Donaldson Street, Wyong, NSW, Australia
📞 1300 002 439
✉️ support@caringly.com.au
🌐 www.caringly.com.au