Refund Policy.

(Last updated: 19 August 2025)

At Jaquet Health & Safety, we are committed to delivering high-quality services and products. Our refund and returns policy complies with the Australian Consumer Law (ACL) as enforced by the Australian Competition and Consumer Commission (ACCC).

Under the ACL, you are entitled to a repair, replacement, or refund if a product or service you purchase from us:

  • Is faulty, damaged, or not as described;

  • Does not meet the specifications we provided; or

  • Is not fit for the agreed purpose.

This policy explains how refunds and returns apply to our services, universal products, and custom products.

1. Services

  • Refunds are not available for change of mind once a physiotherapy, occupational health, or consulting service has been delivered.

  • Where there is a major service failure (as defined under ACL), you are entitled to cancel the service and receive a refund or seek compensation.

  • Appointment cancellations made with less than 24 hours’ notice may incur a cancellation fee.

2. Universal Products

  • Universal products (e.g. ready-fit earplugs) may be returned within 14 days of delivery, provided they are:

    • Unused and in new condition, and

    • In their original, unopened packaging.

  • For hygiene reasons, opened or worn universal products cannot be refunded unless they are faulty.

  • If a universal product is faulty, damaged, or not as described, we will provide a repair, replacement, or refund in line with ACL.

3. Custom-Made Products

  • Custom-made hearing protection is manufactured by Pacific Ears Australia / ACS Custom.

  • These products are non-refundable for change of mind or where incorrect specifications were provided at the time of order.

  • All warranty claims (e.g. defective materials, manufacturing faults, component failure) are covered under the manufacturer’s warranty, which typically ranges from 1–4 years depending on the product.

  • Fit adjustments and alterations:

    • Must be requested within 30 days of delivery;

    • The first alteration is free of charge under the manufacturer’s policy.

  • Jaquet Health & Safety will assist you with warranty claims, but ultimate responsibility for manufacturing defects rests with the manufacturer.

4. How to Request a Refund or Warranty Claim

If you believe your product or service is eligible for a refund, replacement, or repair:

  1. Contact us promptly at admin@jaquethealth.com.au.

  2. Provide proof of purchase and details of the issue.

  3. We will assess your request in line with ACL and, if applicable, coordinate with Pacific Ears for warranty support.

Where a product is repaired or replaced under warranty, shipping costs are covered by the manufacturer. For returns due to change of mind (where eligible), return shipping costs are the responsibility of the customer.

5. Australian Consumer Law Statement

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law. These rights cannot be waived or limited.

Contact Us

For refund or warranty enquiries, please contact:

Jaquet Health & Safety
admin@jaquethealth.com.au