Last updated: 20 January 2026
Under the Australian Consumer Law (ACL), you have consumer guarantee rights that cannot be excluded, restricted, or modified. If a product has a major failure, you can choose a refund or replacement. If a product has a minor failure, we can choose to repair the product within a reasonable time. You are also entitled to compensation for any drop in value caused by the problem with the product. This policy operates in addition to, and does not limit, your statutory rights.
In addition to your statutory rights, we offer a 30-day satisfaction guarantee on all massage chairs. If you are not completely satisfied with your purchase, you may return the product within 30 days of delivery for a full refund or exchange. To be eligible for a change-of-mind return, the product must be in its original condition, unused or minimally used, with all original packaging, accessories, manuals, and tags. The product must not show signs of damage, wear, or modification.
To initiate a return, please follow these steps:
Please do not return any product without first obtaining a Return Authorisation Number. Unauthorised returns may not be accepted.
| Return Reason | Shipping Cost |
|---|---|
| Faulty or defective product | Covered by Outback Elite (free) |
| Wrong product delivered | Covered by Outback Elite (free) |
| Damaged during delivery | Covered by Outback Elite (free) |
| Change of mind | Customer's responsibility |
For massage chairs returned due to change of mind, a pickup fee may apply depending on your location. This fee will be communicated before the return is processed.
Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5–10 business days and credited to your original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account. If you paid by bank transfer, the refund will be transferred to the same bank account.
If you wish to exchange a product for a different model or colour, please contact our customer service team. Exchanges are subject to product availability. If the replacement product is of a higher value, you will be required to pay the difference. If it is of a lower value, we will refund the difference.
If you receive a faulty or defective product, please contact us immediately. Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund depending on the nature and severity of the fault. For major failures, you can choose between a refund or replacement. For minor failures, we may choose to repair the product within a reasonable timeframe. We will cover all costs associated with returning faulty products, including pickup and shipping.
The following items cannot be returned for change-of-mind reasons: products that have been used extensively beyond reasonable trial, products that have been modified or altered, products without original packaging and accessories, gift cards and promotional vouchers, and products purchased as clearance or final sale (unless faulty). This does not affect your rights under the Australian Consumer Law for faulty products.
For any returns or refund enquiries, please contact us:
Email: [email protected]
Phone: (02) 8000 1234
Address: Unit 5, 22 Oswald St, Campsie NSW 2194