Refund policy
We have a 30-day return policy, which means you have 30 days from the day of delivery to return the goods to us. If 30 days has passed since the goods were delivered, we are unable to offer an exchange, credit or refund.
Is my order eligible for return?
To be eligible for return:
- Washable products must not show any signs of being washed, used or soiled.
- Disposable products must be returned unopened with no signs of use
- If a product was purchased as a carton, pack or bundle all items included in that carton, pack or bundle must be returned
- Returned within 30 days of delivery of the goods
If you are unsure if the order or product in question is eligible, please contact us prior to returning to confirm.
Exclusions – Products Not Eligible for Change-of-Mind Returns
The following products are not eligible for change-of-mind cancellation, return, exchange or refund:
- Custom Made, Special Order Items (SOI) & Non-Stock Products: These products are manufactured or sourced specifically at the customer's request and are considered final sale once payment has been received and purchasing/manufacturing has commenced.
- Nutritional Products: Due to health and safety requirements, nutritional products are not eligible for change-of-mind return or exchange.
- Urological Products: Catheters, leg bags, drain bags and similar urological products are not eligible for change-of-mind return or exchange due to health, hygiene and safety requirements.
These exclusions do not affect your rights under the Australian Consumer Law where, for example, a product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.
How do I return?
The buyer is responsible for paying all return shipping costs.
We recommend returning goods via a tracked service.
No customs duties, import taxes and other fees will be covered or refunded by
If your order meets the above-mentioned conditions send return the goods to the following address;
Return Address
RETURNS
Night n Day Group
42 Cawarra Road,
Caringbah NSW 2229
Assessment of Returns
We adhere to strict standards/requirements of your return and reserve the right to reject the returned goods if they have not met our eligibility criteria for return. All returns are subject to inspection.
If your return is approved: We’ll contact you to confirm how you’d like to proceed.
If your return is deemed ineligible: We will contact you to confirm if you wish the product to be returned to you or disposed of on your behalf.
Refunds
We adhere to strict standards/requirements of your return and reserve the right to reject the returned goods if they have not met our eligibility criteria for return.
If your return is approved and you have requested a refund: The refund will be processed via the original payment method. We do not offer exchanges.
Please note refunds may take several days before they appear back on to your relevant payment method.
If your return is deemed ineligible: We will contact you to confirm if you wish the product to be returned to you or disposed of on your behalf. If a return is rejected we reserve the right to dispose of the goods.
Please note that, We (Minappi pty ltd trading as Night n Day Group / IncontinenceProducts.com.au) do not cover or refund of any customs duties, import taxes and/or other fees.
Faulty Items Policy
If you believe that your product(s) is/are faulty please contact our Customer Service team so we can investigate and resolve this issue for you.
To ensure we resolve your concern as soon as possible, you will need to provide with the following information:
- Your order number.
- The name of the affected product(s).
- A photo of the fault (if possible)
Please click here to submit a Faulty Claim via our contact us form.
Select Nature of Enquiry: faulty product and please ensure to attach any relevant images.
Return to Sender
Any orders received back to Minappi Pty Ltd (or any division of) deemed as a 'return to sender' will have a return to sender fee deducted from any credit or refund per parcel returned to us.
Custom Made & Special Order Items (SOI)
When purchasing a Custom Made or Special Order Item (SOI), it is the responsibility of the customer to provide complete, correct and accurate product information, measurements, specifications and requirements prior to approving the quote or order.
Please carefully check all product details and requirements before providing approval.
Purchasing or manufacturing will only commence after the customer has approved the quote/order and payment has been received.
Due to the nature of products that are custom made or specially sourced at the customer's request, we do not accept change-of-mind cancellations, exchanges, returns or refunds once payment has been received and purchasing/manufacturing has commenced.
This does not affect any rights or remedies available under the Australian Consumer Law that cannot lawfully be excluded.
Custom Made Products Minimum Order Requirements
Most Custom Made products are subject to a minimum order quantity (MOQ) of 3 units per product.
Minimum quantities may vary depending on the product and manufacturing requirements. Any applicable MOQ will be confirmed as part of the quote/order process.
Special Order Items (SOI) Minimum Order Requirements
As of August 2026, Special Order Items are subject to a minimum order value (MOV) of $50, excluding freight charges.
As a general rule, the $50 MOV applies to each individual SOI product/SKU. Multiple quantities of the same product/SKU may be combined to reach the $50 minimum.
Different SOI products/SKUs cannot generally be combined to meet the $50 minimum, as they may need to be sourced separately or from different suppliers.
Freight charges do not contribute towards the $50 minimum order value.
If your Custom Made or Special Order Item request does not meet the standard minimum order requirements, please contact our Customer Service team. In some circumstances, we may be able to investigate available options.
Need Help?
If you require further assistance please don't hesitate to submit an enquiry via our Contact Us page.
You can do this by clicking here.
If your enquiry is urgent you can also contact us via phone
Phone: 02 9531 2011