Returns & Refund Policy
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not amount to a major failure.
This policy operates in addition to, and does not limit, your rights under the ACL.
30-Day Change of Mind Returns
In addition to your statutory rights, THYSOL offers a 30-day return policy for change-of-mind purchases.
To be eligible for a change-of-mind return:
- The item must be unused
- The item must be in the same condition as received
- The original packaging must be intact and resalable
Opened or partially used rolls of kinesiology tape, and products that have been applied to the skin, cannot be returned for hygiene and medical safety reasons unless deemed faulty under Australian Consumer Law.
Books may be returned provided they are unused and in resalable condition.
For change-of-mind returns or orders not collected from the post office, original shipping costs are non-refundable. The customer is responsible for all return shipping costs and must ensure the item is securely packaged and returned safely to our warehouse. We recommend using a trackable shipping service.
Medical Devices & Skin Reactions
Our kinesiology tapes are registered medical devices manufactured in accordance with applicable Medical Device Regulations. When used as directed, they meet required safety and quality standards.
Skin irritation may occasionally occur due to individual skin sensitivity. This does not automatically indicate that the product is faulty.
In the event of a reported skin reaction, we will first request that a patch test be performed on a separate area of skin without tension. As part of our regulatory obligations, we are required to complete a formal complaint and incident assessment form. This allows us to assess application method, duration of wear, skin preparation and other relevant factors.
We are unable to immediately issue a refund based solely on a reported skin irritation without completing this assessment process. If the product is determined to be faulty under the ACL, a remedy will be provided in accordance with your statutory rights.
Faulty Products
If a product is defective, not as described, unsafe, or fails to meet consumer guarantees under the ACL, you are entitled to a remedy.
Where a major failure is established, you may choose a refund or replacement. In such cases, any original shipping costs paid will also be refunded, and reasonable return shipping costs will be reimbursed.
Where a minor failure is established, we may choose to repair or replace the product within a reasonable timeframe.
How to Request a Return
Please email [email protected] before sending any items back. Returns must be authorised prior to shipment.
We require proof of purchase and, where applicable, the LOT or Batch number from the packaging.
Please do not send products directly back to the manufacturer.
Refund Processing
Once your return has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed via direct bank transfer within approximately 10 working days.
Original shipping costs are refunded only where required under Australian Consumer Law.
Return Address
THYSOL Australia
C/o Zebra Lymphatic
1 Seib Road
Eumundi QLD 4562
Australia