Returns & Exchanges Policy
At The OT Supplier, we want you to feel confident and supported in every purchase. If for any reason you’re not completely satisfied with your order, we’re here to help.
If you’re working with an Occupational Therapist, we encourage you to consult them before making a purchase. Their expertise can ensure your selected items are the right fit for your specific requirements and therapeutic goals.
Returns
We accept returns on unused, unopened items in their original packaging within 14 days of delivery.
To be eligible for a return:
- The item must be unused, unopened, and in resalable condition
- It must be returned within 14 days of the delivery date
- You must provide proof of purchase (order confirmation or receipt)
Customers are responsible for return postage costs unless the item is faulty or was sent in error.
We recommend using a tracked postal service, as we cannot be held responsible for items lost in transit.
To initiate a return, please contact us at support@theotsupplier.com.au with your order number and reason for return.
Once we receive and inspect your returned item, we’ll notify you of the outcome. If approved, a refund will be processed to your original payment method. Please allow up to 5 business days for the refund to appear on your account.
Exchanges
If you’ve received the wrong item or a product is faulty or damaged on arrival, we’ll happily exchange it or offer a refund.
Please contact us within 7 days of receiving your order with:
- Your order number
- A clear photo of the item (if damaged or incorrect)
- A brief explanation of the issue
We’ll assess your request and arrange an exchange or refund as quickly as possible. In these cases, we will cover the cost of return shipping or provide a prepaid return label.
Product warrenty
At The OT Supplier, we aim to provide the best products and customer service. As a reseller, we rely on the warranty terms set by the product manufacturers. If a manufacturer warranty is available, this will be provided directly to you upon order. No additional warranty is provide for repairs, or refunds beyond what the manufacturers offers.
Non-returnable items
For hygiene and safety reasons, we cannot accept returns on:
- Chewable products
- Oral motor tools
- Any product which has been opened or used
Refunds
Once we receive and inspect your returned item, we’ll notify you of the outcome. If approved, a refund will be processed to your original payment method. Please allow up to 5 business days for the refund to appear on your account.
If you have any questions about your return or need support, don’t hesitate to contact us at support@theotsupplier.com.au – we’re here to help.
