Refund policy
TENS Hire Agreement:
1. Our TENS machines should only be used in accordance with the instructions provided in your hire
2. The success of TENS in labour is neither guaranteed nor warranted by The Birth Store as experiences may differ
3. TENS Machines must not be used by anyone fitted with a cardiac pacemaker, who has a heart disease or suffers from epilepsy. This is not a full list of contraindications, please read full contraindications on the full manual before using and if you have any concerns whatsoever consult your medical team prior to use
4. In accordance with the instructions, our TENS must not be used until the pregnancy has reached term (37 weeks onwards)
5. A fee of $150 may be charged if the machine is not returned, or not returned in working order. Dropping the machine at the post office to be scanned in will ensure your return is tracked and you'll not be held accountable for shipping issues. If you're missing some of the smaller items, we aim to be lenient and only charge for issues with the machine itself, but please try your best to keep track of all accessories
6. If a $150 fee is payable, we will contact you 3 times via email, attempt 1 phone call (should your phone number have been provided) and 1 letter by mail before we charge. If you plan to return the machine, please come back to us when we try to contact you to avoid the fee
7. The TENS machine should be returned in the express postage bag provided. If the postage return bag is lost please see the details on our TENS Hire Info FAQs
8. If the machine is not used for any reason, this is at the discretion of the customer and a refund will not be issued. Unless the request to refund the machine is made before we send it via post, please contact us ASAP if this is the case.
9. Our TENS machines are fully tested and sanitised prior to dispatch. However, the liability of The Birth Store shall not exceed the rental charge.
10. The Customer should check the contents of the hire pack upon receipt and familiarise yourself with the TENS and the instructions. The Customer must advise The Birth Store of any problems whatsoever immediately.
11. The time a machine takes for delivery is dependent on Australia Post and The Birth Store cannot guarantee a delivery date or timeframe. Refunds aren't applied for machines which do not arrive before labour commences, it is advised to hire from 35 weeks (the date of dispatch), though the customer should take their individual situation into account when determining when they may need the TENS.
12. If the customer has queries about our hire terms, it is recommended to send us an email or call before purchasing.
Returns Policy:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Please note: TENS Machine Hire is non refundable once the machine has been shipped, unless there has been an error, delay or issue with the machine on our end, which affects your ability to use the machine. Before our items have been shipped, we are happy to organise a refund, but please reach out to us ASAP to ensure we do not send the product before we receive the refund request.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, or in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us here. If your return is accepted, we’ll send you instructions on where to send your package back at your cost and your refund will be issued upon return. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions, see our contact us page for information on how to contact us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), items for hire once they've been shipped, gift cards, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
