Refund policy

At Optimal Recovery Agency, your wellbeing, dignity, and trust matter deeply to us. This policy outlines how returns, refunds, and cancellations are handled across our products and services.


1. Physical Products (Recovery Items)

Eligibility for Returns

We accept returns on eligible recovery products if:

  • The item is unused, unopened, and in original condition

  • The return request is made within 14 days of delivery

  • Proof of purchase is provided

For hygiene and safety reasons, we cannot accept returns on:

  • Items that have been opened or used

  • Products that come into direct contact with the body

  • Medical-grade or personal care items

  • Items marked as final sale

If you are unsure whether an item is eligible, please contact us before returning.


Faulty or Damaged Items

If your item arrives faulty or damaged:

  • Please contact us within 7 days of delivery

  • Include clear photos and a description of the issue

We will arrange a replacement or refund where appropriate.


Return Shipping

  • Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect

  • We recommend using tracked postage, as ORA is not responsible for lost return parcels


Refund Processing

  • Approved refunds will be issued to the original payment method

  • Refunds are processed within 5–10 business days after the return is received and assessed


2. Clothing & Apparel

Returns & Exchanges

We accept returns or exchanges on clothing if:

  • Items are unworn, unwashed, and in original condition with tags attached

  • Requests are made within 14 days of delivery

We do not accept returns on:

  • Worn or washed garments

  • Sale or clearance items (unless faulty)

Exchanges are subject to stock availability.


3. Consulting & Support Services

Due to the personalised and time-sensitive nature of our services, the following applies:

Consultations

  • Consultation bookings may be rescheduled with at least 24 hours’ notice

  • Missed appointments or cancellations within 24 hours are non-refundable

  • Once a consultation has taken place, it is non-refundable

Service Packages

  • Deposits or payments for service packages are non-refundable once services have commenced

  • If a service cannot proceed due to unforeseen circumstances, ORA will assess the situation on a case-by-case basis with fairness and care


4. Change of Mind

We do not offer refunds for change of mind on:

  • Consulting services

  • Used or opened recovery products

  • Final sale items


5. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.


6. How to Request a Return or Refund

Please contact us at:

📧 info@optimalrecoveryagency.com
Include:

  • Your order number

  • Reason for return

  • Photos (if applicable)

Our team will respond within 2 business days.


7. Our Commitment

ORA exists to support you with care and integrity. If something doesn’t feel right, please reach out,  we are always willing to have a compassionate conversation and find the best possible resolution.