Returns & warranty policy

Returns

For hygiene and safety reasons, we can only accept returns of devices that are unopened, unused and in their original sealed packaging. Devices that have been opened cannot be returned, as they come into contact with the skin.

How to request a return

Please contact support@hyalabody.com before sending an item back. Include your order number, the product name and the reason for your return. We will provide return instructions once we have reviewed your request.

Please do not send a product back without contacting us first. We are unable to accept opened devices for a change-of-mind return.

Refunds

Once an eligible returned item has been received and inspected, we will let you know the outcome. Approved refunds are returned to the original payment method. Shipping charges are not refundable unless required by law.

12-month warranty

Our products are covered by a 12-month warranty from the date of purchase. If you believe your product has a fault, contact support@hyalabody.com with your order number, a description of the issue, and clear photos or video where helpful. We will assess the claim and, where appropriate, arrange a repair, replacement or refund.

The warranty does not cover damage caused by misuse, accidents, unauthorised repairs, failure to follow product instructions, or normal wear and tear.

Your consumer rights

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under that law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.