Returns, Refunds & Exchanges
The Fitball Shop and AOK Health Pty Ltd Policy
**Please Note: All balls are tested for correct inflation before being shipped. Any balls that have been opened or inflated cannot be exchanged.
We operate a no-nonsense returns policy for our products; with the exception of non-returnable goods. If, for any reason, you find our products unsatisfactory please contact our friendly team and we will arrange to solve the problem:
Contact The Fitball Shop
AOK Health Customer Service
Phone: 1300 790 900
All returns or exchanges must be accompanied by a RA (Return Authorization) number issued by the AOK Health Customer Service Team, and will only be issued for customers who purchased the product directly from AOK Health in Australia. No product will be accepted without a RA number. Goods are to be returned to us at your expense within 14 days of an RA (Return Authorization) number being issued to you. If you misplace this RA number, then simply contact us and we can retrieve or re-issue your RA number. All goods must be returned in as new condition (not used, inflated, etc) with original labels, packaging and any accessories (such as charts, DVDs, pumps), manuals, documentation and registration that were included in the delivery of the product.
Change of Mind
We do not issue refunds if you simply change your mind or make a wrong colour or size selection. We are happy to exchange or issue a credit to you, with the exception of DVDs and books. Please note, original shipping costs are non-refundable for Change of Mind. If you have made a mistake with your selection or wish to exchange due to a change of mind, please contact our friendly Customer Service Team on 1300 790 900 or email to firstname.lastname@example.org. Freight costs are to be paid for by you to return the items. Registered Post or Courier is advisable to ensure that the items are signed for on delivery at the AOK Health Warehouse, and COD is not accepted.
Most of the products sold by AOK Health are of a type that can be damaged by the user through inappropriate use or for the item’s use in a commercial environment. Our warranty covers the fair and reasonable use of products during that period. Every item sold by AOK Health is free of manufacturing faults and AOK Health deems that all products are in good working condition before dispatch and pride ourselves on our Quality Assurance policy. If the damage or fault is deemed to be caused by the manufacturing process, you will be offered a replacement product or any other product to the same value, including free delivery. Please remember that abuse or misuse of a product may void your product warranty. Should you consider a product to be faulty, please contact our friendly Customer Service Team on 1300 790 900 or email to email@example.com.
Cancellations and Order Changes
To avoid confusion please confirm any order changes, delivery changes or order cancellations as soon as possible via email: firstname.lastname@example.org or phone toll-free: 1300 790 900. If the order has not been shipped there will be no charge to cancel or change your order.
You have a 48 hour window after delivery to notify us of damaged goods. Unfortunately we cannot accept any claims relating to deliveries that have exceeded more than 48 hours since receipt. Please advise us immediately upon receipt of damaged goods. We will repair or replace any item (including non-returnable items that are delivered to you in a damaged condition) providing you report this within 48 hours of receiving delivery of your order. Please contact our friendly Customer Service Team on 1300 790 900 or email to email@example.com.
If AOK Health has made a mistake with your order, we will pay for the correct item to be re-dispatched. Please contact our friendly Customer Service Team on 1300 790 900 or email to firstname.lastname@example.org.
Please note that items such as exercise mats, boxing gloves or mitts, and shoes cannot be returned after use due to hygiene reasons. Likewise second hand / products that have been used, cannot be returned due to hygiene reasons.
With the exception of shipping errors, AOK Health does not issue refunds or credits for return shipping charges until the product has been returned and assessed. However, any reasonable costs (deemed to be Australia Post Base Parcel rate plus Registered Post Cost) incurred to return items to us for assessment will be refunded to you should the goods be found to be faulty. Should you wish to return a product with no fault, the product is returned to AOK Health at your expense, and COD is not accepted.
You can choose between a refund, exchange or credit where goods are faulty, wrongly described or different from a sample shown on the website, or do not do what they are supposed to do. We do not issue refunds if the products were damaged in your care, or for change of mind. The NSW Fair Trading 1987 protects consumers and provides for an equitable, competitive, informed and safe marketplace. AOK Health makes every effort to comply with the terms and spirit of this and other relevant acts relating to Fair Trading.