Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@oneuprehab.co.nz. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@oneuprehab.co.nz.
Damaged or Incorrect Merchandise
We will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. No product will be accepted or replacements issued without prior approval to return such merchandise. Filing of claims will be our responsibility.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Delivery/Delivery Charges
Freight charges will apply on web orders where applicable. The charge will depend on product size, weight and destination. Please ask for confirmation of delivery charges when placing order. OneUp Rehab Solutions aims to deliver all orders as quickly as possible, but as OneUp Rehab Solutions uses third party freight companies we cannot guarantee delivery times. Please contact the customer service team for an approximate delivery date. Alternatively, if you have an urgent delivery requirement please advise the customer service team to advise options and costs.
