Refund policy

Last updated: 4 October 2026

At Almost Strong Pty Ltd, we want you to feel confident in every purchase. This policy explains how refunds, returns and cancellations work for our physiotherapy services and for products bought through our online store.

Nothing in this policy limits your rights under the Australian Consumer Law. Those rights apply on top of everything below.

1. Services (Physiotherapy and Programs)

Cancellations and rescheduling

  • Cancel or reschedule with at least 24 hours' notice and there is no charge. If you've prepaid, you can choose a refund or a credit.
  • Cancellations with less than 24 hours' notice may be charged up to 100% of the session fee.
  • Missed appointments without notice may be charged the full session fee and are not refundable.
  • This applies to all our services, including consultations, home visits, telehealth appointments, exercise classes and class passes.

Refunds for services

  • Completed services are not usually refunded, except where the Australian Consumer Law requires it.
  • If we need to cancel or reschedule your booking, you'll receive a full refund or credit, whichever you prefer.

2. Online Store Products

Faulty, damaged or incorrect items

If your item arrives damaged, develops a fault, isn't as described, or isn't what you ordered, we'll put it right.

  • Email support@almoststrong.com.au with your order number and clear photos of the problem. Please get in touch as soon as you notice it.
  • For most problems, we'll send you a replacement at no cost. If the problem is a major one, you can choose a replacement or a full refund.
  • We cover return postage. If we need the item back, we'll send you a prepaid return label or reimburse your postage. In some cases, photos are enough and you won't need to send anything back.
  • The item doesn't need to be unused or in its original packaging.
  • These rights apply to sale and clearance items too.
  • If you choose a refund for a faulty or incorrect item, we'll refund the full amount you paid, including the original shipping charge.

Change of mind returns

We also accept change of mind returns within 30 days of delivery. This is our own voluntary policy and goes beyond what the law requires.

To be eligible:

  • The item must be unused, in its original condition, with all original packaging.
  • Items marked final sale or clearance can't be returned for a change of mind.
  • Please include your proof of purchase.

For change of mind returns:

  • Return postage is at your cost. We recommend a tracked service, as we can't take responsibility for parcels lost on the way back to us.
  • The original shipping charge isn't refundable.
  • No restocking fee applies.
  • We'll refund the price you paid for the item, or swap it for another product if you prefer.

3. How to Start a Return

Email support@almoststrong.com.au with:

  • Your name and order number
  • Whether the item is faulty, damaged, incorrect, or a change of mind
  • Photos of the item, if it's faulty or damaged

We'll reply within 2 to 5 business days with next steps. Please don't send anything back until you've heard from us, so we can give you the correct return address.

4. How Refunds Are Paid

  • Approved refunds go back to your original payment method within 5 to 10 business days. Your bank may take a few extra days to show it.
  • If you used a discount code, we refund the amount you actually paid.

5. Your Rights Under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

For more information, visit www.accc.gov.au.

6. Contact Us

Orders, returns and refunds: support@almoststrong.com.au
Physiotherapy and clinical enquiries: physio@almoststrong.com.au