Refund policy

Last updated: August 7, 2025

At Intensiv Australia, we want you to be completely satisfied with your purchase. If you're not happy with our products or service, we're here to help.

Our Satisfaction Guarantee

If you are not totally satisfied with our products or service, simply return the unused portion of your order for your choice of:

  • Full refund to your original payment method
  • Product exchange for a different item

How to Request a Return or Refund

Step 1: Contact Us

Before returning any items, please contact our customer service team:

  • Email: info@intensiv.com.au 
  • Phone: +61 (08) 8352 6200
  • Include: Your order number and reason for return

Step 2: Return Authorization

We'll provide you with:

  • Return authorization instructions
  • Return shipping information
  • Any specific packaging requirements

Step 3: Send Your Return

  • Package items securely in original packaging when possible
  • Include all original accessories and documentation
  • Items must be unused and in resalable condition
  • Use the return shipping method we provide

Refund Processing

Timeline

  • Refund processing: 3-5 business days after we receive your return
  • Credit card refunds: 5-10 business days to appear on your statement
  • PayPal refunds: 1-3 business days

Refund Method

Refunds will be processed to your original payment method unless otherwise arranged.

Return Shipping

  • Return shipping costs: Covered by customer unless the return is due to our error
  • Damaged/defective items: We'll provide a prepaid return label
  • Wrong item sent: We'll cover all return shipping costs

Items That Cannot Be Returned

For health and safety reasons, certain items may not be returnable:

  • Opened personal care items
  • Custom or personalized products
  • Items purchased more than [X days] ago
  • Items not in original condition

Contact us if you have questions about specific items.

Exchanges

Product Exchanges

  • Available for different sizes, colors, or alternative products
  • Original item must be returned first
  • Price differences will be charged or refunded accordingly
  • Exchange shipping costs apply

Defective Products

If you receive a defective product:

  • Contact us immediately
  • We'll provide a replacement at no charge
  • Return shipping will be covered by us

Contact Information

Customer Service:

Our customer service team is ready to help resolve any issues and ensure your complete satisfaction.

Legal Disclaimers

Information Provided "As Is"

The product information and content on our website is provided for informational purposes only. While we strive for accuracy, we make no representations about the completeness, reliability, or suitability of this information for any particular purpose.

Limitation of Warranties

Intensiv Australia provides products and information "as is" without express or implied warranties, including but not limited to:

  • Implied warranties of merchantability
  • Fitness for a particular purpose
  • Non-infringement
  • Accuracy or completeness of information

Limitation of Liability

To the maximum extent permitted by law, Intensiv Australia shall not be liable for any:

  • Special, indirect, incidental, or consequential damages
  • Loss of profits, data, or business opportunities
  • Damages arising from the use or inability to use our products or website
  • Claims arising from contract, negligence, or other legal theories

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer rights under the Australian Consumer Law or other applicable legislation that cannot be excluded, restricted, or modified by agreement.

Professional Advice

Our products and information are not intended to replace professional medical, dental, or healthcare advice. Always consult with qualified healthcare professionals for specific medical concerns or treatment decisions.

This refund policy is governed by the laws of South Australia, Australia. If any provision of this policy is found to be unenforceable, the remaining provisions will continue in full force and effect.