Refund policy

Willuna Support Services- WillunaShop

Stronger Together – Empowering Independence through Connection, Choice and Voice.   

Returns & Refunds Policy  

Effective Date: 1 October 2026 

Willuna Support Services 
 ABN: 55 650 990 560 
 Address: 2 Anson Avenue, Evans Head NSW 2473 
 Phone: 0428 690 724 
 Email: support@willuna.com 

Our Commitment 

At Willuna Support Services, we are committed to providing quality disability support equipment and natural therapy products that support independence, wellbeing, and your everyday living. We want you to be satisfied with your purchase and have a clear understanding of our shipping, returns, and refund processes. 

 

21-Day Money Back Guarantee 

We offer a 21-Day Money Back Guarantee for products that: 

  • Arrive damaged or defective 

  • Are not the size ordered 

  • Are incorrectly supplied by us 

To be eligible, you must: 

  • Contact us within 21 days of receiving your order 

  • Provide your order number 

  • Provide photographs of the product where applicable 

  • Return the item if requested by our team 

All refund and return enquiries must be directed to: 

📧 support@willuna.com 

Damaged or Faulty Products 

If your product arrives damaged or develops a fault that is covered by Australian Consumer Law, please email support@willuna.com within 21 days of delivery. 

Please include: 

  • Your full name 

  • Order number 

  • Product name 

  • Description of the issue 

  • Clear photographs showing the damage or fault 

Upon assessment, we may provide: 

  • A replacement product 

  • A repair (where appropriate) 

  • A full refund 

  • Store credit 

Incorrect Size Supplied 

If the size you receive differs from the size ordered, please contact us within 21 days of receiving your order. 

Once verified, we will offer one of the following: 

  • Exchange for the correct size 

  • Replacement product 

  • Refund 

Where we have supplied the incorrect size, return postage costs may be covered by Willuna Support Services. 

Change of Mind Returns 

We do not accept returns, exchanges, or refunds for change of mind. 

This includes situations where: 

  • You no longer want the item 

  • You ordered the wrong product 

  • You found the item elsewhere 

  • The item does not meet personal preference or expectations 

  • You purchased the item accidentally 

Please choose carefully before placing your order. 

Non-Returnable Items 

For health, hygiene, and safety reasons, the following products may not be returned unless faulty, damaged, or incorrectly supplied: 

  • Opened personal care products 

  • Natural therapy products that have been opened or used 

  • Consumable products 

  • Custom-made or special-order products 

  • Clearance or sale items 

Return Requirements 

Where a return is approved, products must: 

  • Be returned within the timeframe advised by our team 

  • Include original packaging where possible 

  • Include any accessories, manuals, or components supplied with the product 

  • Be securely packaged to prevent damage during transit 

Returns sent without prior approval may not be accepted. 

Refund Timeframes 

Once your returned item has been received and inspected, we will notify you of the outcome. 

Approved refunds will be processed to the original payment method used at checkout. 

Please allow reasonable processing time for your financial institution to complete the transaction. 

Australian Consumer Law 

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. 

You may be entitled to a refund, repair, or replacement if a product: 

  • Has a major fault 

  • Is not of acceptable quality 

  • Is significantly different from its description 

  • Is not fit for its intended purpose 

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. 

How to Request a Return or Refund 

Please email: 

support@willuna.com 

Include: 

  • Full name 

  • Order number 

  • Product purchased 

  • Reason for the request 

  • Supporting photographs (if applicable) 

We aim to respond to all enquiries as quickly as possible and will provide instructions for the next steps. 

Contact Us 

Willuna Support Services 
 2 Anson Avenue 
 Evans Head NSW 2473 

📞 0428 690 724 
 📧 support@willuna.com 

Stronger Together – Empowering Independence through Connection, Choice and Voice