If something is wrong with your purchase

This policy applies to purchases made directly through thrivehealthband.com.

Your Thrive Band and connected services come with consumer guarantees under Australian Consumer Law. Nothing in this policy limits or excludes those rights.

If there is a problem with your purchase

Returns follow Australian Consumer Law for problems with your purchase — for example if your Band arrives damaged, is faulty, or does not match its description. This is not a change-of-mind return.

If your Band arrives damaged, is faulty, does not match its description or otherwise fails to meet a consumer guarantee, please contact Thrive with:

• Your order number or another valid proof of purchase.
• A description of the problem.
• Photographs or video, where helpful.

We will help troubleshoot the issue and explain the next steps. We may need to assess your Band before confirming the appropriate remedy.

Repairs, replacements and refunds

If your Band has a major failure, you are entitled to choose a refund or replacement. You can also choose to keep it and claim compensation for the reduction in its value.

For a minor failure, we will provide a free remedy within a reasonable time. If we cannot resolve the problem within a reasonable time, you may be entitled to further remedies under Australian Consumer Law.

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

Thrive Plans and connected services

Consumer guarantees also apply to your Thrive Plan and connected services.

For a major service failure, you can cancel the affected service contract and receive a refund for the unused portion, or keep the contract and seek a price reduction reflecting the failure. For a minor failure, we will remedy the problem within a reasonable time.

Where you purchased a Band and Plan package, we will assess your rights in relation to both the device and the associated services.

When to contact us

Please contact us as soon as you become aware of a problem. Consumer guarantee claims are not subject to a blanket 30-day return window or limited to the manufacturer’s warranty period. Your rights depend on the circumstances, including the nature of the product, its price and how long it could reasonably be expected to last.

Returning your Band

Contact us for the return address and instructions. You will need proof of purchase, but you do not need the original packaging. Please package your Band securely and retain your postage receipt and tracking details.

If the battery is swollen, leaking or damaged, do not post the Band. Contact us for safe return instructions.

Return postage and assessment costs

Where a product fault is confirmed, Thrive will cover reasonable return postage costs, including reimbursing reasonable costs you have already paid. We will also cover delivery of a repaired or replacement Band.

If an assessment finds no product problem, any proposed inspection or transport charges will have been explained and reasonably estimated before you send the Band. We will not apply undisclosed assessment charges.

Refund processing

Where you are entitled to a refund, we will return it to your original payment method unless we agree otherwise. We will confirm when the refund has been issued; your payment provider may take additional time to process it.

For a product refund under a consumer guarantee, we will not deduct an amount for the use you have had of the product.

Purchases from another retailer

If you purchased Thrive through another retailer, contact that retailer to arrange a remedy. You can also contact Thrive for product support. This does not limit any rights you may have against the manufacturer under Australian Consumer Law.