Food supplement. Not a medicine. Sold by Kneesnew, Sydney, Australia.

Refund & Return Policy

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PureWell Essentials is committed to your satisfaction. This policy outlines how to request returns and refunds under Australian Consumer Law and EULA.

Return Window

You have 14 calendar days from the date of purchase (when payment is collected or order confirmed) to request a return. This aligns with Australian Consumer Law (Australian Consumer Rights) and EU Distance Selling Directive (14-day withdrawal period).

Eligible Products for Return

Unopened Products: PureWell Essentials bottles in original, unopened condition with all seals intact qualify for full refund.

Opened Products: Once opened, the product is no longer eligible for return or refund due to food safety regulations. We cannot restock opened supplements.

Damaged or Defective: If your bottle arrives damaged or is defective (manufacturing fault), we will replace it or issue a full refund regardless of whether it's been opened.

How to Request a Return

To request a return:

  1. Contact us within 14 days of purchase with your order number and reason for return
  2. Email: info@kneesnew.world or call +61 2 9123 4567
  3. We will confirm receipt and provide return shipping instructions or arrange courier pickup
  4. Return shipping may be your responsibility unless the product is defective or damaged in transit
  5. Once we receive and inspect your return, we will process the refund within 5-7 business days

Refund Process

Payment Method: Refunds are issued to the same payment method used during purchase (e.g., if you paid by card to the courier, refund will credit your bank account). Allow 5-7 business days for refunds to appear in your account after approval.

Inspection: Upon receiving your return, we inspect the product to confirm it's unopened and undamaged. If the product shows signs of being opened or used, the refund may be declined.

Partial Refunds: Restocking fees do not apply. You will receive 100% of your product price refunded, though you may bear return shipping costs (unless the return is due to our error).

Non-Returnable Items

The following are non-returnable:

  • Opened or partially used bottles
  • Products damaged by misuse or improper storage
  • Items purchased more than 14 days ago
  • Products purchased from unauthorized resellers

Damaged or Lost Packages

Damage During Delivery: If your bottle arrives damaged, photograph the damage and packaging immediately. Report to us within 48 hours with photos and your order number. We will arrange replacement or refund without requiring return of the damaged item.

Lost Packages: If your delivery doesn't arrive, contact us immediately. We will investigate tracking and either resend or issue a refund after confirming the package was not delivered to your address.

Cancellations

You may cancel your order before dispatch (usually within 1 business day of phone confirmation). Contact us immediately at info@kneesnew.world to cancel. Cancellations are processed as full refunds if no payment has been collected. If you've already paid the courier driver, we'll process a refund within 5-7 business days.

Exceptions & Special Cases

Medical Concerns: If you have a medical reaction or concern about the product, do not return it for refund alone. Consult your healthcare provider and contact us immediately. We take health concerns seriously and will work with you on resolution.

Defective Batches: If we identify a defective batch of PureWell Essentials, we will proactively contact customers and arrange returns and refunds without requiring the standard return request process.

Refund of Shipping Costs

Outbound shipping (delivery to you) is factored into our product pricing and is non-refundable. Return shipping costs are your responsibility unless the return is due to our error, product damage, or a defective item.

Your Rights Under Australian Consumer Law

You also have rights under the Australian Consumer Law (Competition and Consumer Act 2010). Our refund policy complies with these rights. You may be entitled to a refund, repair, or replacement if:

  • The product has a major failure (not fit for purpose, unsafe)
  • The product cannot be repaired within a reasonable time
  • The product has failed and it's not economical to repair

For detailed information, visit www.accc.gov.au or contact the Australian Consumer Protection Agency.

Dispute Resolution

If you have a dispute about a refund or return, we encourage you to contact us first. We aim to resolve all issues amicably. If we cannot reach agreement:

  • You may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) for privacy issues at www.oaic.gov.au
  • You may seek advice from the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au

Contact Us

Kneesnew Pty Ltd
127 Market Street, Sydney NSW 2000
ABN 12 345 678 901
Email: info@kneesnew.world
Phone: +61 2 9123 4567
Support Hours: Mon-Fri 9:00-17:00 AEST