Cancellation policy

Purchase Options Cancellation Policy
(Aligned with Australian Consumer Protection Laws)

1. Introduction
This Cancellation Policy applies to all purchase options made through our services and complies with Australian Consumer Law (ACL), as outlined in the Competition and Consumer Act 2010. We are committed to providing our customers with clear and fair options for cancellation, return, and refund, in line with their rights under Australian law.

2. Consumer Rights
Under Australian Consumer Law, consumers are entitled to a range of protections when purchasing goods or services. These rights cannot be excluded or limited. They include, but are not limited to:

  • Consumer Guarantees: Goods and services must meet certain guarantees, including being of acceptable quality, fit for purpose, and as described.
  • Right to a Refund, Repair, or Replacement: If a product is faulty or doesn’t meet the guarantees, consumers are entitled to a remedy.
  • Cooling-Off Periods: Certain types of contracts, such as door-to-door sales or telemarketing, may offer a cooling-off period where consumers can cancel the purchase within a set time frame (usually 10 business days).

3. General Cancellation Terms

  • Cooling-Off Period: Where applicable, you may cancel your purchase within [insert number of days, e.g., 10] business days from the date of purchase. To cancel during this period, you must notify us in writing (email or letter) and provide proof of purchase.
  • Non-Refundable Items: Certain products or services, such as digital downloads, customised items, or perishable goods, may not be eligible for cancellation under the ACL, unless they are faulty or misdescribed. Please refer to the specific terms for these categories.

4. Faulty or Misdescribed Products
If the product is faulty, damaged, or does not meet the description at the time of purchase, you have the right to request a remedy, which may include a refund, replacement, or repair. If you receive a faulty or misdescribed item, you can cancel your purchase, and we will arrange for a full refund or replacement.

  • To request a remedy, please contact us within [insert number of days] days of receiving the item.
  • You may be required to return the item to us in its original condition, including all packaging, tags, and accessories.

5. Cancellation for Change of Mind
We are not obligated under the ACL to accept cancellations for change of mind, except where the product is faulty, not as described, or where you are entitled to a remedy due to the breach of consumer guarantees.

However, in some cases, we may offer a goodwill refund or store credit at our discretion, subject to the following conditions:

  • The product must be unused and in its original, unopened packaging.
  • You must contact us within [insert number of days] days of receiving the product.
  • You may be required to pay the cost of return shipping.

6. Process for Cancelling Your Purchase
To cancel a purchase under this policy:

  1. Notify Us: Contact our customer service team via [email/contact form] to inform us of your intention to cancel. Provide your order number, details of the item, and reason for cancellation.
  2. Return the Item (if applicable): For certain cancellations, you may be required to return the item in original condition. Please ensure it is packaged securely to prevent damage during transit.
  3. Refund Processing: Once we receive the returned item, we will process your refund within [insert number of days] days, using the original payment method unless otherwise agreed.

7. Exemptions and Limitations
This policy does not apply to:

  • Products or services that have been consumed or used (e.g., digital content, opened software, perishable goods).
  • Specially ordered or personalised items that cannot be resold.
  • Products or services that are exempt from returns or cancellations under the law.

8. Contact Us
If you have any questions about your rights under this Cancellation Policy or Australian Consumer Law, or if you wish to initiate a cancellation, please contact us at:

ODL Sleep Services Pty Ltd 
0280904358
info@aerhealthcare.com.au

9. Policy Updates
We may update this Cancellation Policy from time to time to reflect changes in our business practices or Australian Consumer Law. Please review this policy regularly to stay informed about your rights.

By making a purchase, you acknowledge that you have read and understood this cancellation policy and your rights under Australian Consumer Law.