Delivery & Returns

We are open Monday to Friday so orders can only be dispatched on these days.

Standard delivery orders are sent using AusPost or Couriers Please and will typically be sent the same working day for orders placed before 12 midday. Orders placed after 12 midday on Friday will be dispatched on Monday.

Click & Collect is available from our Melbourne, VIC & Sydney, NSW Warehouse, as well as from our Noosa, QLD Shopfront. Please note that this is only available for certain items so please contact us for the availability.

Yes! We hope you are happy with your purchase. However, if you're not completely satisfied, you're welcome to return the product to us. Please adhere to the following guidelines for returns:

1. Time Frame: Returns must be made within 30 days of receiving your order.
2. Condition of Goods: The product should be returned in its original packaging and unused. Please ensure it's packed properly to avoid damage during transit.
3. Refunds: We will issue a refund for the price of the goods to the original credit or debit card used for the purchase. Please note that refunds do not include shipping costs.
4. Exclusions:
   • Bespoke items are non-returnable.
   • Some items, primarily for hygiene reasons, cannot be returned.
5. Return Process:
   • We recommend that you obtain a 'proof of postage' receipt from your Post Office, which is available free of charge.
   • Return shipping costs are your responsibility.
6. Faulty Goods: If the product is faulty, we will exchange it at our expense.
7. Your Rights: This guarantee does not affect your statutory rights. If you make a purchase online, you are entitled to a full refund if you request one in writing within 7 working days of receipt.

For any further queries or specific instructions regarding the return process, please don't hesitate to contact our customer support team.

Yes, you have the right to cancel the order up to the point at which the goods are dispatched by us. Should you cancel your order before dispatch, we will refund the full amount to the original credit/debit card within 5 working days.

To return an item, please follow these steps to ensure your return meets our policy guidelines:

1. Request a Return: Begin by requesting a return through our customer service. This can be done via email or phone.
2. Time Frame: Returns must be made within 30 days of receiving your order.
3. Condition of Goods: The product should be returned in its original packaging, unopened, and unused. Ensure it's packed properly to avoid damage during transit.
4. Choose a Return Address: Select the most appropriate return address from the options below:
   • Noosa - Showroom & Store: Kineticare, Unit 2/27 Gateway Drive, Noosaville, QLD, 4566
   • Melbourne - Fulfilment & Returns: Back Care Online, c/o Coghlan Melbourne Pty Ltd, 4 / 63-69 Pipe Road, Laverton, North VIC, 3026
   • Sydney - Fulfilment & Returns: Back Care Online, c/o Coghlan HQ Clyde, 15 Berry Street, Clyde, NSW 2142
5. Refunds: We will issue a refund for the price of the goods to the original credit or debit card used for the purchase. Refunds do not include shipping costs.
6. Exclusions:
   • Bespoke items are non-returnable.
   • Some items, mainly for hygiene reasons, cannot be returned. Check the product details for specific return information.
7. Shipping the Return:
   • Obtain a 'proof of postage' receipt from your Post Office, free of charge.
   • Return shipping costs are your responsibility.
8. Faulty Goods: If the product is faulty, we will exchange it at our expense.
9. Your Rights: This guarantee does not affect your statutory rights. Online purchases are entitled to a full refund if requested in writing within 7 working days of receipt.

Our customer service team are available to answer any of your queries between the hours of 09:00 - 17:00, Mon - Fri (excluding Public Holidays).

Yes! Many of our products carry a guarantee, our products are of a very high quality and will normally last much longer than this time period although sometimes need to be changed for hygiene reasons (pillows, for example).

We accept a variety of payment methods including credit/debit cards, PayPal, Apple Pay, Telephone Payments, BPay, Direct Bank Transfers, Payment via Invoice, Zip Pay, Afterpay and others.