Refund Policy

We understand that sometimes a product may not be what you expected. This return policy explains how returns and refunds work for the Falls Watch. Our policy follows Australian Consumer Law and your legal consumer rights.

30-Day Return Period

Eligibility for Returns: You may return your Falls Watch within 30 days of the purchase date.
Condition of Product: The product must be returned in its original condition. Please include all packaging, accessories, and any items that came with the watch.

Refunds for Change of Mind

If you decide to return your Falls Watch because you changed your mind, you may do so within the allowed return period. A 20% restocking fee will apply. Change of mind includes situations where the product does not meet your personal expectations based on its advertised features, especially if technical support, repair, or replacement options were offered but declined. More information about consumer rights can be found on the ACCC website: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel

Restocking Fee: For returns due to change of mind, or personal reasons such as battery life not meeting expectations, a refund will be issued minus a 20% restocking fee.
Processing Refunds: Approved refunds will be processed using the same payment method that was used when the purchase was made.

Product Performance Issues

If you believe your Falls Watch is not working as described, please contact customer support for assistance. After reviewing the issue, if the product is found to have a major fault, you may choose either a replacement or a refund. If the problem is considered minor and can be repaired, the watch may be repaired instead. Please understand that some features of the Falls Watch can be affected by different conditions. These features include GPS location, battery life, health sensor readings, and the ability to make or receive calls for SOS or fall alerts. Performance may vary depending on device settings, mobile signal strength, and environmental conditions. For example, GPS and cellular signals may be weaker when the watch is used indoors or under heavy cover. Because of these factors, the Falls Watch cannot guarantee that all features will work perfectly in every situation. More information about consumer rights is available here: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought

Consumer Guarantees

General Disclaimer: Product features such as battery life, health sensors, GPS tracking, and the ability to make or receive calls for SOS or fall alerts may vary depending on settings, signal strength, and environmental conditions. Because of this, these features may not perform the same way in every situation.
Australian Consumer Law: All products come with consumer guarantees under Australian Consumer Law. These guarantees cannot be excluded. If a product has a major fault, you are entitled to a replacement or a refund. You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

Exclusions and Limitations

Wear and Tear: Normal wear and tear, misuse, accidental damage, or neglect are not covered by the return or warranty policy.
Modifications: Any changes, repairs, or modifications that are not carried out by authorised service providers may void the warranty. /li>

Customisation and Exemptions

Each Falls Watch is prepared and set up for the individual customer. This may include programming the device, registering the SIM card, setting up the data and voice plan in the customer’s name, and linking the watch number with relevant emergency or service records.

Because of this level of custom setup, the Falls Watch is considered a customised product. Under ACCC guidelines, customised products may be exempt from standard refund obligations. However, refunds may still be offered according to the terms described in this return policy.

Warranty Replacements and SIM Plan Renewal

If a Falls Watch is replaced under warranty, the replacement device will continue under the same SIM plan and subscription period as the original purchase. The SIM renewal date stays connected to the original purchase date and will not restart or extend when a replacement device is issued. It all ensures the service continues without interruption and follows the Australian Consumer Law, that considers warranty replacements as a solution for faults rather than a new purchase. If you would like to extend your SIM plan or renew your subscription earlier, please contact the support team. email: terry@fallswatch.com.au

How to Return

Contact Us:

Before sending any product back, please contact the support team for instructions on how to complete the return.

Return Shipping:

Customers are responsible for the cost of return shipping unless the product is being returned due to a confirmed fault or an error made during the order process. Other Important Information:

Processing Time: Please allow up to 14 business days for returned items to be reviewed and processed.
Legal Rights: Our return policy does not limit or remove your legal rights under Australian Consumer Law.

For more information about consumer rights, please visit the ACCC website: www.accc.gov.au