Adjustable Waterbase Water Neck Pain Reduction Standard Pillow 51 x 71 cm by Mediflow

Delivery & Dispatch

• Order Confirmation: Manchester House will acknowledge your order and full payment via email. Delivery services are performed on our behalf by one of our trusted courier partners
• Dispatch Timeline: Most orders are dispatched within 1 to 2 business days of receiving cleared payment. You can also check the estimated dispatch time for individual items on the product page, cart page or checkout page
• Out-of-Stock Items: If an item is temporarily out of stock, we will email you with an expected dispatch date. For multiple-item orders with missing stock, we will hold the entire shipment until all items are available, unless you explicitly request delivery in instalments.
• Tracking: Once dispatched, we will email you a tracking number so you can monitor your shipment via the carrier's tracking system.

Delivery Terms & Delivery Addresses

• Estimated Delivery: All stated delivery windows are approximate. We do not guarantee exact arrival dates.
• Address Accuracy: Products will be delivered to the exact address provided at checkout. We cannot redirect parcels once they leave our warehouse.
• Return to Sender (RTS) Fees: If a parcel is returned to us due to an incorrect/incomplete address or a failure to collect it on time, the customer will be charged the carrier's RTS penalty fee plus the secondary postage cost required to re-ship the order.
• Authorised Receivers: Anyone at your nominated delivery address who signs for or accepts the goods is presumed authorized to do so. To nominate a specific recipient, please contact us before making payment.

International Shipping

• Duties & Taxes: Orders shipped outside of Australia may incur import duties, taxes, and customs clearance charges upon arrival. These are the sole responsibility of the customer. Please check with your local customs office for current rates.
• Customs Inspections: International shipments may be subject to cross-border inspections by customs authorities.

⚖️ Australian Consumer Law & Consumer Guarantees

Under the Australian Consumer Law (ACL), you are entitled to a refund, replacement, or store credit if a product has a major problem. A major problem occurs when the item is:

• Faulty, defective, damaged, or unsafe.
• Significantly different from the sample or product description.
• Not fit for its intended purpose.

If the problem is minor, we will repair the item within a reasonable timeframe. If we cannot do so, you can choose a refund or replacement. For more information, please visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au.

🛑 Strict Hygiene Exclusions (Change of Mind)

Due to Australian health and hygiene regulations, we cannot accept change-of-mind returns or exchanges on the following items once delivered:

• Pillows and Pillow Protectors
• Quilts, Duvets, and Doonas
• Underlays, Underblankets, and Bed/Mattress Toppers
• Mattress Protectors

These items cannot be returned or exchanged for change of mind, even if they are completely unused and unopened. Please choose carefully before purchasing.

🔄 Change of Mind Returns Policy

For all other eligible products, we offer returns or exchanges under the following strict conditions:

• Timeframe: Requests must be made within 14 days of receiving your delivery.
• Condition: Items must be completely unused, unwashed, and in their original packaging (including all internal cardboard folds and inserts).
• For full details, please refer to our main Terms & Conditions page.

📦 How to Request a Return or Exchange

Do not send items back without contacting us first. You must obtain a Return Authorisation (RA) Number by following these steps:

1. Email Us: Send an email to info@manchesterhouse.com.au with the subject line "RETURNS REQUEST" or "EXCHANGE REQUEST".
2. Include Your Details: In the email, provide your name, user ID, contact details, delivery address, original order number, product details (including item numbers), date of purchase, and the reason for the return.
3. Wait for Instructions: Our team will provide your RA Number and step-by-step return instructions.

⚠️ Faulty or Incorrectly Shipped Items

If we have made an error or a product arrives faulty, you have 14 days from the dispatch date to claim a replacement, exchange, or refund. Our customer service team will arrange for replacement stock to be sent out to you as quickly as possible. Once your return is received at our warehouse, our team will process it promptly.