Returns Policy

If you have any problems with an item purchased from The Therapy Store, please follow the steps below.

In all cases please contact us either by email sales@thetherapystore.com.au or phone 03 9380 1127 with your name and order ID so that we can start the return process for you. 

Items that are damaged on arrival

  • Should you receive your parcel and open it to find something damaged, simply email us an image of the item with your name and order ID
  • This must be done within 5 days of the parcel being received
  • In most cases we will organise a replacement item to be sent out immediately
  • If the item is no longer available you will be offered the closest alternative product of similar value or a refund for the value of the product 

Items that stop working 

  • There will be times where a product does not perform as expected due to a manufacturing fault
  • A number of our products are covered by a manufacturers warranty of up to 12 months and can be repaired or replaced
  • Please note there are no guarantees if the problem is a result of the item being misused, mistreated or damaged in a way not consistent with reasonable use
  • If we need to get your product back to our warehouse for repair/assessment, all postage costs to our warehouse and then back to you are covered by The Therapy Store
  • In the event a repair is not possible or practical you will be offered a replacement

Items that you would like to exchange

  • Please choose carefully as The Therapy Store is under no obligation to provide exchanges where you have changed your mind or made the wrong selection
  • If you would like to exchange a product you must contact us within 14 days of receiving your delivery
  • You will be required to pay postage to return the goods you wish to exchange, as well as postage for the new item(s) to be sent back out to you
  • Any exchanged items must be received in original, unopened condition and packed appropriately when being sent back to avoid damage

Items that cannot be returned or exchanged

  • We cannot accept change of mind returns or exchanges on the items listed below for hygiene reasons. 
    • Lycra Bed Sheets 
    • Oral motor items including all chewable necklaces and bracelets, Z-Vibe Tips and any other oral motor items where the packaging has been opened
    • Cutlery and drinking items where the packaging has been opened
    • Vibes Earplugs

Any items being sent to The Therapy Store must be sent to the address below with a copy of the return docket supplied by our sales team.

The Therapy Store 
Att: Returns
16-18 Gale Street
Brunswick East VIC 3057