30-Day Money-Back Guarantee

We want you to feel confident buying from Live n Care. If a product isn't right for you, tell us within 30 days of delivery and we'll make it right. This guarantee is offered by Live N Care Pty Ltd (ABN 19 687 146 827), trading as Live n Care. This page explains how it works. It sits alongside our Refund Policy and does not replace your rights under the Australian Consumer Law.

1. Who and what is covered

• Where you bought it: the guarantee covers orders placed directly through our online store at livencare.com.au. If you bought our products from a pharmacy or another stockist, please contact that store.
• Timeframe: 30 days from the date your order was delivered.
• Who can claim: the person who placed the order. A family member, carer or care coordinator who ordered on someone's behalf can claim for them.
• Unopened products: return any unopened product in its original packaging for a full refund or an exchange.
• Opened and not right for you: if you've opened one pack of a product and it isn't suitable, we'll refund that pack. For hygiene reasons you don't need to send the opened pack back. This applies to one opened pack per product, per customer. Any other unopened packs from the same order can be returned for a refund too.
• Wrong size: we're happy to exchange unopened packs for a different size.
• Faulty, damaged or incorrect items: we'll replace them or refund you, and we cover all costs.

2. How to make a claim

1. Email hello@livencare.com.au or call 0406 659 635 within 30 days of delivery.
2. Tell us your full name, phone number, order number and the email address used for the order, plus which product it is and what wasn't right. Your feedback helps us improve.
3. Keep your order confirmation email. We may ask for it.
4. We'll confirm your claim and, if a return is needed, send you return instructions.

We may need to check order details before approving a claim. We may decline a claim if we reasonably believe it involves misuse or fraud.

3. Refunds

• Timing: once your claim is approved (or your return arrives), we process your refund or exchange within 5–7 business days. Your bank may take a few extra days to show it.
• Method: refunds go back to the original payment method. If your order was paid for by an aged care provider or another organisation, the refund goes to whoever paid.
• Return postage: for change-of-mind returns, return postage is at your cost. For faulty, damaged or incorrect items, we cover it.

4. What isn't covered

• Used products, other than the one opened pack described above.
• Products damaged after delivery through misuse.
• Products bought from another retailer or stockist.

5. Your rights under Australian Consumer Law

Our guarantee is in addition to your rights under the Australian Consumer Law, which we always honour. 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 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.

6. Privacy

We only use the details you give us to handle your claim, in line with our Privacy Policy.

7. Changes to this guarantee

We may update this guarantee from time to time by publishing a new version on this page. Your claim will be handled under the version that applied when you placed your order.

Contact us

Live N Care Pty Ltd (trading as Live n Care)
ABN 19 687 146 827
104/17 Meredith Street, Bankstown NSW 2200
Email: hello@livencare.com.au
Phone: 0406 659 635