Refund policy

Last updated: December 5, 2025

At Dry Care Incontinence, we are committed to providing you with high-quality products and a transparent shopping experience. Due to the hygienic nature of incontinence and medical products, we follow strict return guidelines to comply with health and safety regulations.

Return Eligibility

Return Authorization: All returns require a Return Merchandise Authorization (RMA) number, which you can obtain by contacting us. This process is for logistical purposes only, ensuring the correct return address is provided and your refund is processed quickly. A valid return request made within the 14-day window will not be refused authorization.

To be eligible for a return:

  • Items must be in original, unused condition.

  • Packaging must be unopened, unmarked, and in a re-sellable condition.

  • Returns must be requested within 14 days of delivery.

Special-order items (non-stock items ordered specifically for you) cannot be returned under any circumstances.

Refunds

Once your return is approved and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, a refund will be issued to your original payment method within 14 days.
Change of Mind Returns: Due to health and safety regulations, we generally do not accept returns for "change of mind" on hygiene-sensitive products once the packaging has been opened.

Non-Returnable Items

  • Opened packages

  • Used items

  • Damaged items not caused by shipping

  • Clearance or final sale items

  • Special-order items

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Contact us within 7 days of delivery.

  • Provide photos of the damage or incorrect item and your order number.

  • We will assist with a replacement or a full refund, including any shipping costs, where appropriate.

How to Request a Return

Please contact us at:

Email: admin@drycareincontinence.com.au
Phone: 0431 702 010

A team member will guide you through the return approval process.