Returns and Refunds

We want you to shop with confidence. This policy explains how returns, refunds and warranties work at Cardio Online, and how your rights under the Australian Consumer Law (ACL) apply.

 

Risk-Free 30-Day Returns

If a product page displays a “Free 30 Day Returns” badge and you meet the criteria below, your return is truly risk-free.

To be eligible for a risk-free return, you must:

• Request a return within 30 days of your order being placed by emailing us at info@cardioonline.com.au with your Order Number in the email subject line.

• Item must be in original packaging, unused, unassembled, and in brand new condition

• We will cover the return shipping fees however you will need to print and attach the return shipping label to the item 

• Your refund will be processed within two business days of the item being received at our warehouse.

Items NOT Eligible for Our Risk-Free 30-Day Return Include:

• Used, opened, & assembled items

• Items not in original packaging

• Items returned more than 30 days after order placement

• Clearance, custom-made, or made-to-order products (including custom upholstery)

• Items marked non-returnable or final sale

• Items returned without prior Return Approval

 

30-Day General Return Policy

Most products are covered under our 30-day return policy.

To be eligible for return:

• Request a return within 30 days of delivery

• Item must be in original packaging, unused, unassembled, and in brand new condition

• The customer will assume all cost involved to ship the product back. 

Items NOT Eligible for our General 30-DayReturn Include:

• Used, opened, & assembled items

• Items not in original packaging

• Items returned more than 30 days after delivery

• Clearance, custom-made, or made-to-order products (including custom upholstery)

• Items marked non-returnable or final sale

• Items returned without prior Return Approval

 

Damaged on Arrival, Missing or Incorrect Item

Please inspect your order on delivery and contact us within 48 hours with photos if an item arrives damaged or incorrect.

If there's damage or missing parcels, note it when signing the Proof of Delivery (for freight deliveries) or report it to us within seven days.

Take photos and videos, then send them to info@cardioonline.com.au

We will arrange a solution quickly and cover all reasonable return shipping costs, if required, however in most cases, replacement parts will be sent out to replace those that have been damaged.

 

Faulty Products and Your ACL Rights

Your rights under the Australian Consumer Law come first. If a product has a fault or does not meet consumer guarantees, you are entitled to a remedy.

For a major failure, you may choose a refund or replacement. For a non-major failure, we will repair, replace or refund within a reasonable time. We cover reasonable return shipping for ACL claims.

What is a “major failure” under the ACL

For example, where goods are unsafe, significantly different from their description or sample, substantially unfit for their common or specified purpose and cannot be fixed within a reasonable time, or a reasonable consumer would not have purchased them had they known about the problem.

Nothing in this policy limits your rights under the ACL.

 

Manufacturer Warranties and Our Role

If your item is defective after assembly or initial use, your purchase is protected under the manufacturer’s warranty. We'll help you get the necessary support for parts, labour, or replacement if needed.

All products we sell include a manufacturer warranty provided by the brand or distributor. Cardio Online facilitates these warranties by liaising with the supplier and, where relevant, organising assessment or repair through an authorised service agent.

Manufacturer warranties are in addition to your ACL rights, not a replacement for them. You are not required to deal directly with a manufacturer to obtain an ACL remedy.

Assessment Process

To determine the appropriate remedy, we may request photos or video, perform initial troubleshooting, and, if needed, refer on to our suppliers technical team for further assessment. If required, an inspection by an authorised technician or the supplier’s service centre may be arranged. We aim to update you within 2-3 business days of receiving the required information. 

 

Shipping and Service Logistics for ACL and Warranty Claims

• We cover reasonable transport costs for approved ACL remedies and manufacturer warranty claims.
• For bulky items, we may organise a technician visit, collection, or parts dispatch as the most efficient fix.
• Where you choose a change-of-mind return, the applicable Risk-Free or Standard rules above apply.

 

Return Process

To start a return, email info@cardioonline.com.au with:

• Order Number

• Reason for Return

If your return is approved under our risk-free returnspolicy:

1. We’ll provide a return shipping label

2. You are responsible for securely packaging the item for shipment, attaching the shipping label and making it ready for collection from the front door or garage

3. Once the item is received and inspected, your refund will be issued to the original payment method.
   

If your return is approved under our general returns policy:

1. We’ll provide a return shipping quote (paid by customer).

2. You’ll receive a return shipping label.

3. You are responsible for securely packaging the item for shipment, attaching the shipping label and making it ready for collection from the front door or garage

4. Once the item is received and inspected, your refund will be issued to the original payment method, minus the cost of return shipping

 

Need Help?

Email info@cardioonline.com.au or call 03 7047 9313.