Refund policy

Returns & Refunds Policy

Last updated: 8th December 2025

Portable Innovations Pty Ltd (trading as Clesana AU) is the exclusive distributor of the Clesana brand in Australia. We take customer support seriously and have created this policy to set clear expectations for both you and us.

By purchasing from us, you agree to the terms outlined in this policy.

We Accept Returns

Yes, we accept returns and provide refunds to our customers within certain conditions to ensure fairness for everyone.

Eligibility Requirements

Time Limit

You have 30 days from the date you receive your item(s) to request a return.

Condition Requirements

To be eligible for a return, your item(s) must be:

  • In the same condition you received it
  • Unworn and unused
  • With all tags and documentation intact
  • In original undamaged packaging

Non-Returnable Items

The following items cannot be returned:

  • Custom-made products (special orders or personalized items)
  • Personal care goods (sanitary products, used toilets)
  • Perishable goods (food, flowers, plants, partially used consumables)
  • Hazardous materials, flammable liquids, gases, or damaged/used batteries
  • Clearance items or products purchased through promotions and sales

Types of Returns

Change of Mind Returns

We accept change of mind returns if:

  • Your request is received within 30 days of delivery
  • Item(s) are in original packaging, unused and in resalable condition
  • Item(s) are not custom-made products

Important: Custom-made products are non-refundable for change of mind.

Return Shipping:

  • For items valued at $500 or more, you pay for return shipping and arrange your own courier
  • For items valued at under $500, we will provide a prepaid return shipping label

Defect, Damage, or Error Returns

If your item arrives defective, damaged, or we made a mistake with your order, we will make it right.

Please inspect your order when it arrives. If there's an issue, contact us within 30 days of delivery.

Return Shipping: We will always provide a prepaid return shipping label at no cost to you.

How to Request a Return

To start a return or report an issue, contact us and provide the following information:

Required Information:

  • Full name (as listed during purchase)
  • Order number
  • Email address (as listed during purchase)
  • Phone number (as listed during purchase)
  • Reason for return
  • Evidence of damage or defect (clear photos and/or videos)
  • Proof of purchase or receipt

Contact Methods:

  • Email: info@clesana.au
  • Phone: 0452 208 145

Response Time: We will respond within 7 working days.

Return Process

  1. Contact us with the required information
  2. Wait for our approval and return instructions
  3. If approved, we'll send you a return shipping label and instructions
  4. You have 5 business days from receiving the label to ship the item back to us
  5. Send items to: 22 O'Riordan St, Alexandria NSW 2015

Important: Items sent back without requesting a return first will not be accepted.

Refund Process

Timeline

  1. Inspection: We inspect returned items within 5 business days of receiving them
  2. Notification: You'll receive an update on approval within 5 business days
  3. Refund Processing: If approved, your refund will be processed within 10 business days
  4. Bank Processing: Your bank or credit card company may take additional time to post the refund

If more than 15 business days have passed since we approved your return, please contact us.

Refund Method

Refunds are automatically processed using your original payment method (credit card, debit card, PayPal, etc.).

Refund Amount

Your refund will be based on the amount you actually paid at purchase. This may not be the full retail price if you used discount codes or promotions.

We do not charge restocking fees.

Gift Items: Any gifts, promotional items, or bundled products included with your purchase must also be returned. If not returned, their value may be deducted from your refund.

Shipping Cost Refunds

  • Defects, damage, or our error: Original shipping costs will be refunded
  • Change of mind: Original shipping costs are non-refundable

Return Shipping Costs

  • Defects, damage, or our error: We provide a prepaid label at no cost to you
  • Change of mind (items under $500): We provide a prepaid label at no cost to you
  • Change of mind (items $500 or more): You are responsible for return shipping costs, which are non-refundable

Partial Refunds

In certain situations, only partial refunds may be granted:

  • Items showing obvious signs of use beyond inspection
  • Items returned without original packaging or with damaged packaging
  • Items returned more than 30 days after delivery
  • Items missing components, accessories, or documentation

Exchanges

We do not offer direct exchanges. If you want a different item:

  1. Return your current item following the process above
  2. Once your return is accepted and refund processed
  3. Make a new purchase for the item you want

This ensures you get what you want as quickly as possible.

Contact Us

If you have questions about this Returns and Refunds Policy, please contact us:

Portable Innovations Pty Ltd T/A Clesana AU
ABN: 87 656 165 847

Email: info@clesana.au
Phone: 0452 208 145
Contact Form: Contact Us
Address: 22 O'Riordan Street, Alexandria, NSW 2015, Australia