Returns & Refunds
At UREKU, we want you to feel confident when ordering from us. If there is an issue with your order, please contact us and we will do our best to assist.
Change of Mind
Due to the personal and hygienic nature of continence-care products, we generally cannot accept returns for change of mind once a product package has been opened, used or has had its hygiene seal removed.
Unopened and unused products may be eligible for return where permitted, provided they are in their original condition and packaging.
Please contact UREKU before returning any item.
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, defective or different from what you ordered, please contact us as soon as possible.
We may ask you to provide:
- Your order number
- A description of the issue
- Photographs of the product or packaging where relevant
Depending on the circumstances, we may arrange a replacement, refund or other appropriate remedy.
Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Returns Process
Before returning any product, please contact UREKU so we can provide return instructions.
Unauthorised returns may delay processing.
Where a return is approved, products should be securely packaged to prevent damage during transport.
Return Shipping
Where a product is confirmed to be faulty, damaged or incorrectly supplied, UREKU will provide an appropriate remedy in accordance with Australian Consumer Law.
For approved change-of-mind returns, the customer may be responsible for return shipping costs.
Refund Processing
Approved refunds will generally be issued to the original payment method.
Please allow several business days for your bank or payment provider to process the refund after it has been issued.
Contact UREKU
For returns, refunds or product concerns, please contact:
UREKU
Email: support@ureku.com.au