Warranty, Returns & Hygiene

At BryCare Therapeutics, we are committed to providing high-quality products that are safe, functional, and fit for purpose.

This policy outlines our warranty, returns, and hygiene conditions and operates in conjunction with your rights under the Australian Consumer Law (ACL).

1. Australian Consumer Law Notice

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

You are entitled to:

• A replacement or refund for a major failure, and

• Compensation for any other reasonably foreseeable loss or damage

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Warranty Coverage by Product Type

2.1 Non-Electronic Products (No Voluntary Warranty)

This includes:

• Non-vibrating kegel balls

• Non-vibrating dilator sets

• Manual vacuum pump devices

These products do not come with a voluntary manufacturer’s warranty.

However, they are covered under Australian Consumer Law. If a product:

• Arrives damaged, or

• Has a manufacturing defect

you may be entitled to a remedy under ACL.

2.2 Electronic & Powered Products (12-Month Warranty)

This includes:

• Rechargeable vibrating dilator sets

• Battery-operated breast pumps & massagers

• Rechargeable vacuum pump devices

These products come with a 12-month limited warranty from the date of purchase.

This warranty covers:

• Manufacturing defects

• Electrical faults

• Motor/engine failures

• Internal component failures not caused by misuse

3. What is Not Covered

This warranty does not cover:

• Physical damage (including cracks, breaks, or impact damage)

• Damage caused by misuse, improper handling, or neglect

• Normal wear and tear

• Water damage where the product is not specified as waterproof

• Damage caused by unauthorised modifications or repairs

• Incorrect storage or cleaning methods

• Use of incompatible chargers, batteries, or accessories

4. Damaged on Arrival (DOA) Claims

Customers must notify BryCare Therapeutics of any item that arrives damaged or defective within 30 days of the purchase date.

To lodge a DOA claim, customers must provide:

• Proof of purchase

• A description of the issue

• Clear photo or video evidence of the damage or fault

Failure to report damage within this 30-day period may result in the claim being declined where the condition of the product can no longer be reasonably verified as having occurred at the time of delivery.

This requirement does not limit or replace your rights under the Australian Consumer Law.

5. Product Condition – Used vs Unused

Due to the intimate nature of our products, eligibility for returns and warranty claims depends on product condition.

Unused Products

A product is considered unused if:

• It has not been inserted, worn, or used

• It remains in original condition

• Packaging (where applicable) is intact

Unused products may be eligible for replacement where a valid fault is identified.

Used Products

A product is considered used if:

• It has been opened and used for its intended purpose

• It shows signs of handling, wear, or contact with the body

Used products are generally not eligible for return due to hygiene and safety reasons.

However, if a product develops a genuine manufacturing fault, it may still be eligible for a remedy under Australian Consumer Law.

6. Evidence Required Prior to Use

Customers are strongly encouraged to inspect their product immediately upon delivery.

To be eligible for a DOA claim, customers must:

• Inspect the product before first use

• Report any issues within the required timeframe

• Provide photo or video evidence clearly showing the fault

BryCare Therapeutics reserves the right to decline DOA claims where:

• The product has been used prior to reporting the issue, and

• The reported issue cannot be reasonably verified as a manufacturing fault

This clause does not limit your rights under Australian Consumer Law.

7. Troubleshooting Requirement

Before a warranty claim is approved for electronic or powered products, customers may be required to complete basic troubleshooting steps.

This may include:

• Charging the device fully using the supplied cable

• Trying alternative power sources or batteries

• Ensuring correct assembly and operation

• Following provided instructions for use

BryCare Therapeutics reserves the right to request video evidence demonstrating the issue.

If the issue is resolved through troubleshooting, a replacement will not be provided.

8. Misuse & Incorrect Use

Warranty claims may be declined where the product has been used incorrectly or outside of its intended purpose.

Examples of misuse include (but are not limited to):

• Applying excessive force, pressure, or over-pumping

• Using products without appropriate lubrication where required

• Using the product in a manner inconsistent with instructions

• Failing to follow cleaning or care guidelines

• Using incompatible accessories, chargers, or batteries

Where misuse is identified, the warranty will be void.

This does not limit your rights under Australian Consumer Law.

9. Returns & Hygiene Policy

Due to the intimate and personal nature of our products, strict hygiene standards apply.

Change of Mind

We do not accept returns for change of mind on intimate or personal-use products.

Opened or Used Products

Products that have been opened, used, or removed from sealed packaging:

• Cannot be returned for hygiene reasons

• Cannot be resold or reused

Faulty Products

If a product is faulty:

• You may be entitled to a remedy under Australian Consumer Law

• You must provide proof of purchase and evidence of the fault

Where appropriate, BryCare may:

• Provide troubleshooting support

• Issue a replacement without requiring return (at our discretion)

Health & Safety Commitment

These policies are in place to:

• Protect customer health and safety

• Ensure all products supplied are hygienic and unused

• Maintain high quality control standards

10. Making a Warranty Claim

To lodge a claim, please contact us with:

• Your order number or proof of purchase

• A description of the issue

• Photo or video evidence

📧 Contact: support@brycare.com.au

Our team will assess your claim in accordance with this policy and Australian Consumer Law.

11. Resolution Outcomes

Depending on the issue, BryCare Therapeutics may offer:

• Replacement of the product

• Repair (where applicable)

• Store credit or refund (where required under ACL)

12. Final Notes

• This policy is in addition to your rights under Australian Consumer Law

• BryCare Therapeutics reserves the right to determine whether a fault is due to a manufacturing issue or external factors

• Warranty claims must be made within applicable timeframes