Returns & Refunds

This Returns & Refunds Policy is offered by RhinoGear Pty Ltd (ABN 62 677 005 793), Office 311/34–36 Glenferrie Drive, Robina QLD 4226, Australia, and applies to all orders placed on rhinogear.com.au. For any questions, contact Support@rhinogear.com.au.

At a glance

• Return window: 30 days from delivery for faulty, damaged, or incorrect items.
• Change of mind (after dispatch): Not accepted — hygiene product (skin / airway contact).
• Cancel before dispatch: Full refund — email us before your order ships.
• Return shipping cost: Free — RhinoGear pays return postage for faulty, damaged, or incorrect items.
• Restocking fee: None.
• Refund method: Original payment method (card, PayPal, Apple Pay, etc.).
• Refund timeframe: Processed within 3 business days of receiving the return; funds typically appear in your account within a further 5–10 business days depending on your bank.
• Statutory rights: Australian Consumer Law guarantees apply in full and are not limited by this policy.

1. Change-of-mind returns

Because RhinoGear products are personal-use hygiene items (nasal strips and mouth tape) that come into direct contact with skin and the airway, we cannot accept change-of-mind returns once an order has been shipped. Please choose carefully and contact us before ordering if you have any questions about sizing, fit, or suitability.

2. Cancelling an order before dispatch

If you change your mind before your order has been dispatched, email Support@rhinogear.com.au with your order number and we will cancel and refund you in full to your original payment method. Most orders ship within one business day, so please contact us as soon as possible.

3. Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, you are entitled to a free replacement or a full refund (including original shipping where applicable). You have 30 days from the delivery date to notify us. We pay for return postage in these cases.

To be eligible, items should be in their original packaging where possible, and you should provide proof of purchase (your order number or order confirmation email).

4. How to start a return or refund request

1. Email Support@rhinogear.com.au within 30 days of delivery with your order number, a brief description of the issue, and (where possible) a photo of the product or packaging.
2. Our team will reply within 1 business day with next steps — usually a prepaid Australia Post return label or, for minor issues, a replacement sent without requiring the original back.
3. Once the return is received and inspected (typically within 3 business days of arrival), we will email you to confirm the outcome.
4. Approved refunds are issued to your original payment method. Please allow a further 5–10 business days for the funds to appear, depending on your bank or card issuer.

5. Return address

Do not send items back without contacting us first — unauthorised returns may not be processed. Once approved, returns should be sent to:

RhinoGear Returns
Office 311 / 34–36 Glenferrie Drive
Robina QLD 4226
Australia

6. Subscriptions

You can pause, skip, or cancel an active RhinoGear subscription at any time from the Manage Subscription page or by emailing us. Cancellations made before the next billing date stop all future charges. Orders that have already been billed and dispatched are subject to the rest of this policy.

7. Late or missing refunds

If you have not received an approved refund after 10 business days, first check with your bank or card issuer (refunds can take additional time to post). If it still has not appeared, contact Support@rhinogear.com.au and we will investigate immediately.

8. Your rights under Australian Consumer Law

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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those statutory rights.

9. Contact

RhinoGear Pty Ltd (ABN 62 677 005 793)
Email: Support@rhinogear.com.au
Address: Office 311 / 34–36 Glenferrie Drive, Robina QLD 4226, Australia
Support hours: Monday – Friday, 9:00 am – 5:00 pm AEST (excluding Australian public holidays). We respond to all enquiries within 1 business day.