FREQUENTLY ASKED QUESTIONS
DISCLAIMER
The content is presented in summary form only and intended to provide broad consumer understanding and knowledge of health care topics. Do not use this information to diagnose or treat a health problem or disease without consulting a qualified health care provider. Please consult your health care provider if you have any questions or concerns.
The information on this website is provided by Bad Backs. While we try to keep the information as accurate as possible, we disclaim any implied warranty or representation about its accuracy or completeness, or appropriateness for a particular purpose. You assume full responsibility for using the information at this site and you understand and agree that Bad Backs, its affiliates and/or any hyper-linked websites are neither responsible nor liable for any claim, loss or damage resulting from its use.
Information on the website may be changed or updated without notice. Bad Backs may also make changes in products and/or services described in this information at any time without notice.
HOW TO BUY
Unsure How to Buy Online? In 10 easy steps, learn how easy it is to buy online with Bad Backs:
1. From the home page, select the category, then click on the product you want to buy.
2. On the Product page, in the Options box (top right) select your colour/size and quantity, then click ‘Add to Shopping Bag’ button.
3. Click the blue ‘View my Bag’ button to see your itemized order information/shopping bag is displayed.
4. Select your country and region. The total cost of the product(s) and shipping costs will be displayed.
5. Now the click ‘Proceed with Order’ green button.
6. Select ‘I am a new customer’ and type in your email address in the field.
7. Then fill out your details including a new account password, shipping and delivery address information.
8. (If you are paying by fax, mail or telephone please skip to step 11. Click “Proceed to check out” and then on the next page enter your credit card details where applicable.
9. Click ‘Process my Order’ and your card will be charged for the goods.
10. You will then receive a confirmation email and you can then log in with the account details you created in the first transaction to check when your order is shipped. OR
11. Don’t want to pay online? You can pay for your order by selecting one of the following options and then PRESS the finalise button. This will give you the option to print your order. You can then complete your payment by:
- Cheque Payment or Australia Post Money Order (Australian customers only)
- Telephone (Australian customers phone our free call sales line 1800 615 666. International customers, please phone +61 3 9020 2095)
Any questions or if you require further help, please don’t hesitate to contact our friendly customer service team on 1800 615 666 (free call within Australia) or via email at support@badbacks.com.au.
PAYMENT OPTIONS
Bad Backs' payment options include Credit Card, Direct Debit and more. There are 5 easy ways to purchase from badbacks.com.au:
1. Credit Card: Online
This is the simplest and most convenient way of shopping. Just fill in your details and we'll bill the purchase to your account. We accept Visa and MasterCard. Our online payment system is highly secure as all your credit card details are encrypted. For more detail on our state of the art security, click here.
2. Pay by Phone: Call 1800 615 666 (Mon-Fri, 9am-5.30pm AEST)
Call us on our Freecall Sales Number 1800 615 666 (within Australia) or +61 3 9020 2095 (for our International customers), and Bad Backs friendly Customer Service staff will process your credit card payment over the phone. Visa and Mastercard or AMEX credit card payments accepted. Please note: AMEX transactions may incur a surcharge in-store.
Print your Payment Invoice, complete the credit card payment details and fax to Bad Backs on +61 3 9020 2092.
4. Pay by Cheque or Money Order:
Post to:
Bad Backs
31 Decor Drive
Hallam, VIC 3803
Print your Payment Invoice and mail to the address above with your cheque payment or money order (made payable to "Bad Backs").
Please note that orders paid by cheque must be cleared before we can despach your purchase.
5. Pay via PayPal
Simple and easy, select 'Pay with PayPal' when placing an order with us. You will be taken to the PayPal website to securely login & complete your transaction.
6. ZipMoney - Interest Free
Please note, zip money is only available on selected products. We are looking to expand our interest free options going forward. For more information please click here.
Bad Backs has teamed up with zipMoney to give you the opportunity to pay for your purchase with flexible monthly payment plans.
zipMoney is a safe, simple and convenient way to pay for your treatment over time. It provides you with the flexibility to buy today and pay later on an interest-free payment plan. For more information please click here.
PRICING
Fair pricing policies for all Bad Backs customers - regardless of location or quantities.
All prices and charges are shown in Australian dollars (AUD).
All prices and charges are inclusive of the Goods and Services Tax (GST) for those products and services that attract GST. Some health related services and products are deemed exempt from GST due to current Australian Government legislation.
Please note:
Across Australia, Bad Backs retail stores' product range and prices may vary. We suggest phoning our Customer Service Team at your nearest Bad Backs Store for further information.
For customers with both international billing and delivery details, the GST, when applied to certain products, will be deducted at the end of your shopping cart processing.
Import duties may apply with some items to international destinations and will be payable by the receiver.
PRIVATE HEALTH FUNDS
When shopping at the Bad Backs Stores you may be eligible for a rebate from your Private Health Fund on selected ‘back care’ items.
We have secured provider numbers from a number of Australian Private Health Funds (although some Funds only require a Tax Invoice receipt) for a range of product categories, which may include therapeutic products from the Federal Government’s Guide to Health Aids.
• Manually & electronically operated adjustable beds
• Pressure management mattresses and overlays
• Back rests & leg rests
• Various wedges
• Posture support seating
• Upper and lower limb braces
• Hand splints
• Orthotics
• Special cushions designed for people with illness/disability
PLEASE NOTE: Private Health Funds rebate criteria varies. Some require in-store only purchases, while others accept online ones. We recommend contacting your Fund - prior to purchase - to clarify if you’re eligible for a rebate and the amount you can expect to receive back.
RETURNS AND EXCHANGES
We conduct our business according to the Australian Consumer Law (ACL), which acknowledges your rights and entitlements as a customer See below for popular questions about our returns process and policy.
- How do I return my purchase?
See our Returns Policy to find out how to return your purchase. Please note that some items may be final sale and are non-returnable, we will always let you know if this is the case.
- How long do I have to return my purchase?
You have 30 days from your original purchase date to return your item(s) back to us.
- How long does it take for me to receive a refund?
We'll email you updates throughout the returns process but just in case, here's how it works.
Returns take 2-7 business days to reach our warehouse. Once received, your return will be processed within 1-3 business days. For refunds, please note that your financial institution can take an extra 3-5 business days to clear the funds back into your account.
- How will I be refunded?
You will be refunded the same way you paid. If you paid via:
- Credit card or PayPal: Your refund will be credited into the same account your payment came from.
- Bad Backs Gift Card: The refund amount will be reissued as a new voucher code via email.
- Part credit card, part voucher (including Gift Cards): The amount you paid by credit card will be credited back into the same account and we will reissue you with a new voucher code. Please note that courtesy and promotional vouchers are non-refundable.
- What if I have changed my mind about an item?
When you shop at Bad Backs we endeavour to provide products that will meet your needs. We ask that you read all the relevant product information provided, and choose carefully, as we cannot provide a refund if you simply change your mind or make a wrong selection. If you have any questions, please call us on FreeCall 1800 615 666 (within Australia only).
In the event you are not satisfied with an item that you have purchased, you may return the item within 30 days of delivery for a full refund of the purchase price, (less freight charges if applicable) or a product exchange, with the exceptions noted below. The item must be returned in ‘like new’ condition, with all paperwork, packaging, parts, and accessories to ensure full credit.
For more information, see our Returns Policy.
- Do you exchange if I need a different size?
Yes, you can exchange for a different size of the same item. Contact our Customer Service team to help resolve the problem as fast as possible. Once your item is received back, we will process your return within 1-3 business days. It’s a good idea to enclose a Australia Post Pre-Paid return post bag for your exchange, alternatively we can ship the item back to you via our shipping carrier(s) at a cost to you.
- What if my item is faulty?
We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us here.
- What if the item I received is not what I ordered?
If you received an item different to the one you ordered, please contact our Customer Service team who will help resolve the problem as soon as possible. Contact us here.
- What if I don't have the original delivery packaging?
If you are missing the original delivery box or satchel, we may deduct a 20% restocking fee from your credit. If this is the case, please use a similar sized cardboard box or plastic delivery satchel. Please keep in mind that you are responsible for safely packing your return so we receive the items in their original condition.
At our discretion, if your returned item(s) are received in an unsellable condition we may decline your request for refund.
- Can I return sale items?
Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns. For information on how to return items, see our Return Policy.
- Are there any items excluded from BAD BACKS return policy?
Due to shipping and delivery cost considerations, mattresses/foundations, adjustable bed frames and electric (adjustable) bases, massage chairs, office chairs, indoor or outdoor zero gravity recliners, desks, and workstations are non-returnable and other items indicated on the product pages as non returnable.
Bedding:
Due to health code limiting the resale of bedding items, if the following products have been opened, then they are not returnable: pillows, body pillows, leg & bed wedges, mattress overlays/toppers, pillow covers and mattress covers.
Personal Items:
If the following personal accessory products that make direct contact with skin have been opened, then they are not returnable: neck and travel supports, back & joint supports, hand held massager's, seat cushions, hot/cold packs and foot health products (excluding Orthaheel products).
Discontinued / Clearance Items:
Discontinued or clearance Items are considered final sale and are non returnable. Please do not ship these items back to Bad Backs, as we cannot issue a credit to your account.
SECURE SHOPPING
How secure is online shopping? Bad Backs uses the highest industry-standard security on all transactions.
We want you to shop with confidence on our web site. That is why we have taken every possible measure to ensure that your confidential details are protected. The security practices employed by Bad Backs are "state of the art" and designed to offer you the highest possible level of security.
When placing your order with us, we use superior Secure Sockets Layer (SSL) encryption technology to accept all your payment details, including your name, credit card number and expiry date. Because we use SSL, placing an order online at our Web site is just as safe as giving your credit card number over the phone.
The Bad Backs website is secured with the GeoTrust True BusinessID® with EV SSL certificate. The True BusinessID® + EV comes with the highest levels of security and authentication, up to 256 Bit encryption and the GeoTrust® Smart Seal to maximize internet security coverage.
When you submit your order, your payment details are separated from your order and passed directly to your financial institution via our SecurePay Payment Gateway. The SecurePay Payment Gateway - An Australia Post business, fortified with dual firewalls, enciphers and transports your payment details, preventing anyone other than Bad Backs and your bank viewing your details.
Once your bank receives your payment details, the SecurePay Payment Gateway simply receives an instant response "transaction approved or transaction declined", as is the case with EFTPOS transactions. Our final receipt page will display this response from the bank.
If you have any concerns about the security of our website, please click here to contact us and we will address the issue immediately.
SUPPLY OF PRODUCT
We may occasionally be out of stock of the product you ordered. If this happens we'll contact you without delay. Please ensure that you include your email address and daytime phone number.
If we're unable to fulfill the order, we'll discuss an alternate product or happily offer a refund.
WARRANTY INFORMATION
When you shop at Bad Backs we endeavour to provide products that will meet your needs. We ask that you read all the relevant product information & warranty conditions provided.
All goods sold in Australia 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 for 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.
There are nine consumer guarantees that apply to goods you purchase:
- Acceptable quality
- Fit for a particular purpose
- Match description
- Match the sample or demonstration model
- Express warranties will be honoured
- Spare parts and repair facilities will be available for a reasonable time after purchase
- Title to the goods
- Undisturbed possession of the goods
- No undisclosed securities on the goods
Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.
There may be circumstances where you are not entitled to a remedy.
Product specific warranty information can be found directly from the product page, alternatively you may like to contact us for more information.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.
For further information about refunds and returns, please see Refund, Return and Repair Policy.
