TENS Pain Relief :: Terms & Conditions

Terms & Conditions


The standard manufacturers warranty varies for each product please see product information. The benefits given to you by tenspainrelief.com.au Standard Warranty are in addition to other rights and remedies you have under Australian law. The following statement only applies to Australian purchases: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure or you are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The terms and conditions below apply to all your hire and purchases from tenspainrelief.com.au. It contains important information about your legal rights and obligations, including legal limitations and exclusions that apply to you. By purchasing and/or accepting delivery of any product delivered from tenspainrelief.com.au, you (the customer) agree to be bound by the terms and conditions listed below. These terms and conditions are subject to change at any time & without prior written notice.

Purchase Products Terms & Conditions and Refund Policy

Refunds are ONLY given if your product is faulty, or damaged.

If your product is not working on arrival, damaged in transit or you have been given the wrong product, please contact TENSPainRelief.com.au immediately. The products in question must be returned to us within 14 days of purchase to obtain a refund.

If you are asked to return your products, you will need the following information, most of which will be on your invoice / receipt of order before we can accept a return:

  • Name and contact details of original purchaser
  • Invoice number or order number
  • Description of items
  • Item serial number(s)
  • Date on invoice
  • Whether the product box has been opened
  • Reason for return

You will need to package and address the product for return. Please address the product to :-

TENS Pain Relief
Lvl 1 /13 Dale St
Brookvale, NSW, 2100

We do not give refunds simply because you have changed your mind. In some cases we can exchange your TENS machine to a more suitable one, if your TENS is in "as new" condition and returned within 14 days. In this situation the original purchase price will be credited minus costs such as postage costs, electrodes (if used), and restocking fee of $25.

We will test all products returned within 7 working days of receipt. Some products may need to be returned to the manufacturer for testing, and therefore may take longer.

If you return a product because it was not working on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You may be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.

If we (or the manufacturer) determine that the product is defective, we will either replace the item or issue a credit for the original purchase price of the product and associated freight costs.

If you receive a product that is damaged in transit from us to you, you should:

  • notify TENSPainRelief.com.au immediately.
  • not unpack the item until you have spoken with a representative from TENSPainRelief.com.au

If you receive a product that is different to the one you ordered, please contact TENSPainRelief.com.au immediately and we will provide instructions about how to return the incorrect item(s). Return freight will be at the cost of tenspainrelief.com.au

If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), TENSPainRelief.com.au may accept the product back in exchange for another product as long as it is unopened, in a resalable condition and the item is return within 14 days of receipt. The customer will be required to pay the additional shipping costs and any cost difference between the returned and new items. TENSPainRelief.com.au reserves the right to charge a restocking fee of $25.

HIRE Products Terms & Conditions, Refund Policy, Precautions & Contra-indications

  • The TENS machine will only be used by the person named on the hire form.
  • The hirer will have discussed and sought approval from their medical practitioner before using the TENS machine.
  • The hirer will follow the instructions as provided and will use the machine as per instruction manual and/ or under medical guidance.
  • The success of TENS machine cannot be guaranteed.
  • Return of the TENS machine is the responsibility of the hirer. A prepaid registered post return satchel can be purchased (usually given for Labour TENS standard hire) and provided for your protection. Liability transfers from the hirer to Australia Post only when the return satchel is processed by Australia Post. Should TENSPainRelief.com.au not receive the returned TENS and Australia Post have no record of the item then the hirer shall be required to pay a replacement fee of up to the full cost of the machine.
  • Should the TENS machine be not returned, lost or stolen you will be charged a replacement fee of up to the full cost of the machine.
  • Should the TENS machine be returned damaged, contaminated with body fluids or with missing parts TENSPainRelief.com.au reserve the right to charge additional fees for cleaning, repairs or replacements.
  • Please advise the office as soon as possible if you require extra time. Additional fees of $15 - $20 per week depending on product will apply if the TENS machine is returned late.
  • TENSPainRelief.com.au and LabourTENS.com.au are not accountable for any injury or damage sustained as a result of misuse.

    Additional TRY BEFORE YOU BUY Product Terms & Conditions

  • Try before you buy options are offered for some TENS products: The TENS machine is hired for two weeks after which the hirer must inform us that they will either return the TENS machine or purchase the TENS. The weekly hire fee of $15 - $20 per week will deducted from the full purchase price. The extra postage and electrode fees are NOT deducted from the purchase price.
  • TENSpainrelief.com.au reserves the right to charge the full purchase fee on completion of the hire period. If returning the product, the hirer must provide evidence of postage and a tracking number. If evidence of postage is not received at the end of the hire period you will be liable for the full purchase price. We expect the TENS machine to be received within 5 days after hire period has ended. TENSpaireleif.com.au will contact you at the end of the hire period. In cases where the hirer is unable to be contacted, or the product is not received withing 5 days, or no evidence of postage has been received at the end of the hire period the full purchase price remaining will be deducted from the hirers credit card.
  • It is the responsibility of the hirer to return the TENS machine in its original condition and packaging.
  • No refund is given if the products are unused, unclaimed, or otherwise.
  • The TENS machine remains the property of TENSpainrelief.com.au until the full purchase fees have been paid
  • Should the TENS machine be not returned, damaged, missing parts, lost or stolen you will be charged a replacement fee of up to the full cost of the product.

Hire Cancellation & Refund Policy

  • In the event of a hire cancellation PRIOR to the TENS being dispatched you will be refunded the full amount minus an administration fee of $15.
  • In the event of a hire cancellation AFTER the TENS has been dispatched NO REFUND can be made.
  • No refund is given if the products are unused, unclaimed, or otherwise.

Precautions and Contra-indications

  • TENS machines contain electrical components and MUST NOT be used in or around water (or fluids). Remove the TENS and electrodes before entering a bath or shower.
  • SHOULD NOT be used by persons with a cardiac pacemaker.
  • Persons with heart disease or epilepsy should seek approval from their doctor before use.
  • SHOULD NOT be applied internally or used on broken or cracked skin.
  • SHOULD NOT be placed on areas of the skin where normal sensation is absent.
  • Pads SHOULD NOT be placed over the heart or chest, on the neck or head.
  • Keep out of reach of children and pets.
  • Electrical foetal monitoring may be affected by TENS use. Please turn off the TENS machine if requested by your midwife or doctor.
  • NOT to be used whilst pregnant before 35 weeks gestation without prior consultation and specific agreement from your doctor.

Additional Precautions for TSE machines

TSE machines are much stronger than TENS machines therefore the TSE electrodes must not be placed directly over, or between any metallic implants.


To the full extent permitted by law, the Standard Warranty will NOT apply:

  • If the product has not been installed, operated, maintained or used in accordance with the manufacturer's instructions or specifications provided with the product.
  • To damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, use on an incorrect voltage, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the product
  • To any failure, to the extent that the failure is not a failure of the product to perform in accordance with its specifications.


Whilst we do our utmost to provide the best service possible it is possible you may wish to raise a complaint. If it is of an urgent nature you may contact us via phone on 1300 855 902. We recommend for all complaints you send an email with the details. You may submit an email via the Contact Us page on this site