Refund policy

Returns

Faulty products

If the product you purchased is faulty or damaged, please call our Customer Service team on 1300 THRIVE to report the problem. We will arrange for the product to be picked up from you (at no charge) or we advise you to dispose of the product. If we are picking up the product, we will give you a Return Merchant Authorisation (RMA) number which you must display on the external return packaging.

You can choose to have the product replaced, a refund of the purchase price, or a credit on your customer account for future use. Refunds will be processed using the same payment method that was used for the original purchase.

You will need to provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase.

Change-of-mind policy

If you change your mind about the product you purchased and you would like to return the product, Live and Thrive Australia will only accept returns if:

The product is a standard stock item and has not been specially ordered by Live and Thrive Australia at your request;
for nutritional products, that do not have any special storage requirements and have more than 60 days of shelf life prior to the expiry date; you contact our Customer Service team within fourteen (14) days of the date the product was delivered to you; the product is in its original condition. Packaged goods must be unopened, unmarked and in a re-sellable condition;
you provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase; you obtain a RMA number by contacting our Customer Service team and this is clearly displayed on the external return packaging (not on the product packaging); and you pay the restocking fee (20%) which covers the cost of us arranging for the goods to be picked up from you. We cannot exchange or refund therapy toys and tools, enteral feeding products and accessories, and continence products (if unpacked) due to hygienic reasons, unless faulty.

If these conditions are met, you will have the choice of a refund of the purchase price or a credit on your customer account for future use.

The rights and remedies given to you under this Return Policy are in addition to your rights and remedies under the Australian Consumer Law and nothing in this Returns Policy excludes, restricts or limits those rights.

Please call the Live and Thrive Australia's Customer Service team 1300 THRIVE or email customerservice@liveandthrive.com.au for all return enquiries.