Refund policy

At RELEASE. Performance & Recovery, we are committed to providing high-quality recovery and performance equipment. This Returns & Refund Policy outlines your rights and our obligations under the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

- A replacement or refund for a major failure

- Compensation for any other reasonably foreseeable loss or damage

- Have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure

- This policy is in addition to your rights under Australian Consumer Law.

We understand that sometimes you may change your mind.

We may offer a return or exchange for change of mind purchases under the following conditions:

- The return request is made within 14 days of receiving the item

- The item is unused, in original condition, and in original packaging

- All accessories, manuals, and components are included

- Proof of purchase is provided

Customers are responsible for:

- Return shipping costs

- Ensuring the item is securely packaged for return

- Any damage that occurs during return transit

Change of mind returns are not available for:

- Used or installed products

- Custom or special-order items

- Clearance or sale items

- Hygiene-related items once opened (e.g., compression boots or wearable recovery equipment)

- Commercial-use equipment once delivered and installed

Approved change of mind returns may be issued as:

- Store credit

- Exchange

- Refund (at our discretion)

- Original shipping costs are non-refundable.

- Arrives damaged

- Is faulty

- Is not as described

- Does not do what it is supposed to do

- You may be entitled to a repair, replacement, or refund under Australian Consumer Law.

Please contact us within:

48 hours of delivery for damaged items

A reasonable time after discovering a fault

We may request:

- Photos or video of the issue

- Serial number or product details

- Proof of purchase

We will cover reasonable return shipping costs for faulty or defective products.

Major Failure includes:

- The product is unsafe

- The product is significantly different from the description

- The product does not work and cannot be easily fixed

- You would not have purchased the product if you knew about the problem

For major failures, you may choose:

- A full refund

- A replacement

- Compensation for loss in value

Minor Failure

If the problem can be repaired within a reasonable time, we may:

- Repair the product

- Replace the product

Many of our products come with manufacturer warranties.

Typical warranty coverage:

- Ice Baths -12 months

- Saunas - 12 months

- Red Light Panels - 12 months

- Compression Boots - 12 months

- Activewear - 30 days for manufacturing defects

Warranty does not cover:

- Normal wear and tear

- Misuse or improper installation

- Damage caused by failure to follow instructions

- Commercial or rental use unless specified

- Accidental damage

- Water, electrical, or environmental damage

- Unauthorised repairs or modifications

If installation services are provided or arranged:

- Customers must ensure suitable access and site readiness

- Additional charges may apply if installation cannot be completed due to site conditions

- Once installation is completed, change of mind returns are not accepted

Due to the size and logistics of these products:

- Returns must be approved before shipping

- Items must be safely packaged for transport

- Freight costs are the responsibility of the customer unless the item is faulty

- Restocking fees may apply

Typical restocking fee:

- Up to 20% of the purchase price

Orders may be cancelled:

- Before dispatch - Full refund

- After dispatch - Return shipping and handling fees apply

Custom or special-order products:

- Cannot be cancelled once production or ordering has started

Approved refunds will be processed:

- To the original payment method

- Within 5–10 business days after approval

- Refund timing may vary depending on your bank or payment provider.

To request a return, please contact us with:

- Full name

- Order number

- Product details

- Description of the issue

- Photos or video if applicable

We will provide return instructions once the request is approved.

Please inspect your order immediately upon delivery.

If your item arrives damaged:

- Notify us within 48 hours

- Keep all packaging materials

- Provide photos of the damage

- Failure to report damage within this timeframe may affect your claim.

The following items cannot be returned unless faulty:

- Used products

- Installed equipment

- Hygiene or wearable items once opened

- Clearance or sale items

- Gift cards

- Custom or made-to-order products

RELEASE. Performance & Recovery

Email: hello@releaseperformancerecovery.com

Phone: 0400 523 410