Shipping policy

Willuna Support Services- WillunaShop 

Shipping, Returns & Refunds Policy 

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 

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

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. 

Shipping Policy 

Processing Orders 

Orders are generally processed within 1-3 business days of receiving payment confirmation. 

Orders placed on weekends or public holidays will be processed on the next business day. 

While we aim to dispatch all orders promptly, delays may occasionally occur due to stock availability, supplier delays, weather conditions, or carrier issues beyond our control. 

Shipping Locations 

We currently ship throughout Australia. 

If you require international shipping, please contact us prior to placing your order at: 

support@willuna.com 

Shipping Costs 

Shipping costs are calculated at checkout and are based on: 

  • Product dimensions and weight 

  • Delivery location 

  • Selected shipping method 

Any applicable shipping fees will be displayed before purchase. 

Delivery Timeframes 

Delivery estimates are provided by the shipping carrier and are indicative only. 

Willuna Support Services is not responsible for delays caused by: 

  • Courier providers 

  • Natural disasters 

  • Public holidays 

  • Extreme weather events 

  • Incorrect shipping information provided by the customer 

Tracking Information 

Where available, tracking information will be provided via email once your order has been dispatched. 

 

Returns & Refunds Policy 

21-Day Money Back Guarantee 

We offer a 21-Day Money Back Guarantee on eligible products where: 

  • The product arrives damaged; or 

  • The incorrect size was supplied. 

To be eligible for a refund, replacement, or exchange: 

  • You must contact us within 21 days of receiving the product. 

  • The product must be unused where reasonably possible. 

  • The product must be returned in its original packaging where available. 

  • Photographic evidence may be required before approval. 

All enquiries must be sent to: 

support@willuna.com 

 

Damaged Products 

If your item arrives damaged: 

  1. Contact us within 21 days of receiving the product. 

  1. Email support@willuna.com with:  

  1. Your order number 

  1. A description of the damage 

  1. Clear photographs of the damaged item and packaging 

Once assessed, we may offer: 

  • A replacement product 

  • A refund 

  • Store credit 

The outcome will be determined at our discretion in accordance with Australian Consumer Law. 

 

Incorrect Size Supplied 

If you receive a product in a size different from what was ordered: 

  1. Contact support@willuna.com within 21 days. 

  1. Provide:  

  1. Your order number 

  1. Details of the size ordered 

  1. Photographs showing the size received 

Once approved, we will arrange an exchange, replacement, or refund. 

 

Change of Mind Returns 

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

Please choose carefully before purchasing. 

This includes circumstances where: 

  • You decide you no longer want the product 

  • You ordered the wrong product 

  • You found the product elsewhere 

  • The product does not meet personal preferences after purchase 

 

Non-Returnable Items 

For health, hygiene, and participant safety reasons, some items may not be eligible for return unless faulty or supplied incorrectly. 

These may include: 

  • Personal care products 

  • Opened consumables 

  • Natural therapy products that have been opened or used 

  • Custom-made or special-order products 

  • Clearance or final sale items 

 

Australian Consumer Law 

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

You are entitled to a replacement, repair, or refund for products that: 

  • Have a major fault 

  • Are not of acceptable quality 

  • Differ significantly from their description 

  • Are not fit for their intended purpose 

Where required by law, Willuna Support Services will meet its obligations under the Australian Consumer Law. 

 

Return Shipping Costs 

Where a return is approved due to: 

  • Damage during delivery; or 

  • An incorrect size supplied by us, 

reasonable return postage costs may be reimbursed or a prepaid return label may be provided. 

For any return that does not meet our return criteria, the customer may be responsible for all shipping costs. 

 

How to Lodge a Return Request 

Please email: 

support@willuna.com 

with the following information: 

  • Full name 

  • Order number 

  • Product name 

  • Reason for return 

  • Photographs (if applicable) 

Our team will review your request and provide further instructions.