SHIPPING & RETURNS

Shipping Info

1-3 Business days for Australian wide including most country areas. 

Please note we are unable to deliver to PO Box addresses.

 

Cancelling an order

You may cancel an order if it has not yet been picked and posted by; contacting us via phone or email, presenting proof of purchase and identity. On cancelling the order, We will refund your payment in accordance with our Refund Policy.

If we cannot stop the shipment of the order at the time of cancellation, then you will be required to return the products in order to receive a refund in accordance with our Refund Policy and;

We reserve the right to charge an administration fee to cover our reasonable costs in respect of your order cancelled order.

 

Faulty Items / Warranty / Returns

Please refer to the advertisement for details of the duration of the warranty on the product. Should you receive your items with the following faults we will happily offer replacement items subject to stock availability. If we do not have a replacement item a full refund will be given subject to you contacting us within 12 calendar days of the receipt of the item.

Product is Dead on Arrival
An incorrect item was shipped to you

If the above applies please contact us within 12 calendar days of delivery of the item to arrange for it to be replaced.

Configure-to-order, personalized or other customized products may not be returned for refund or exchanged under any circumstances unless such product is Dead on Arrival (see the section below for more detailed information on such Dead on Arrival products).

Products must be returned to us within 12 calendar days of delivery.

All products must be packed in the original packaging and include any accessories, manuals, documentation and registration that shipped with the product, please ensure that you repackage the item well. For your own protection, we recommend that you register the returned parcel at your own expense.

All returned goods will be checked by our service department prior to replacement. If no fault is found return will be at the customer’s expense.

 

Refund Policy

We will provide refunds pursuant to the Competition and Consumer Act 2012 (the “Act”) namely if the goods you purchased:-

A. Are not of merchantable quality;
B. Are not fit for its purpose;
C. Do not match the sample.

You should return your goods within a reasonable time of 12 calendar days if A-C above occurs and provide Us with:

Proof of purchase by producing the original order confirmation emailed to you.

The Goods listed on the confirmation with all original packaging and manuals enclosed (including any Bonus Offers)
Suitable ID to identify you as the original purchaser; and Details of the fault or issue with the product and that the fault or issue was not caused by you. All refunds via Xpress Medical Supplies for an online web sale a store credit will be issued.

The customer must present themselves with all necessary documentation (tax invoice, web order ID, suitable ID and the product /s in question).

 

Unwanted Goods

If you have purchased the item and decide that you do not require it, we may at our discretion offer a refund less a restocking fee of 25% on the cost of the item. Postal costs are not refundable. Returned items must be unused and in “as new” and “sealed” (unopened) condition with all original packaging and accessories returned. Postage on the returned goods will be at Buyer’s expense.

For warranty issues beyond the initial receipt, please contact us with details of the problem, often these can be easily resolved through communication without the goods needing to be returned. Telephone support is provided to assist with any technical issues and minimalise on returns. All items returned during this time will be at customer’s expense, return postal costs will be advised at the time of authorization of the return.

 

Subject to the Act non-returnable Items include, but are not limited to:

1. Consumable items (such as batteries)
2. Items that are severely damaged or abused
3. Items that are missing accessories, such as remote controls, cords, and cables
4. Etched or otherwise personalised items
5. Hygiene based products
6. Changed your mind or found the product cheaper elsewhere
7. Ordered the wrong product

 

Lost Packages, Courier Claims And Missing Products

Shipping damages and/or shortages must be reported to the carrier and our company within 3 calendar days of delivery. Claims cannot be opened after this time. Products will not be shipped or replaced until the courier has completed their investigation. Please note that there are no refunds on courier claimed products. Once the investigation is completed the products will be RESHIPPED not refunded. We do not issue cheques or refunds for completed claims. The product, should the claim be granted, will be reshipped to the approved address of the credit card. Please ensure that you have purchased the appropriate insurance for your package. We are not responsible for claims that have been under insured.

Missing products must be reported within 1 days of delivery. Products will not be replaced after this time. We may require pictures of the packaging and the products as they were delivered to be emailed to us. Once we receive these pictures it may be 5-7 days before you will receive a tracking number if it is found that the products were missed.

If you notice that your package has not been delivered to you it is up to you to inform one of our representatives in order to initiate a trace on the package. If you see that your package has been delivered and signed for and you were not the one to receive it, it is up to you to inform a representative within 1 days of the delivery so that we can start a claim. Please note that the carrier will complete their investigation and products will not be shipped, or replaced until the investigation is complete.

If something be returned to our warehouse, either because a customer refuses the package, or for a return, the customer is responsible for shipping costs. If the package is undeliverable because of an incorrect address, customer not being home, or otherwise, the package will be returned to sender. Shipping costs will not be refunded, and your package may be subject to refund and restocking fees as per the policies of this site.

 

Return And Refund Policies

Customers accept all terms and conditions prior to purchasing from this site. Please read the terms and conditions prior to ordering as we will not be responsible for customers not reading the conditions before purchase.

If you cancel an order before it is shipped, you will be charged an unrecoverable merchant fee for the cancellation. Normally this is a 4% non-refundable credit card fee. This can change based on customer’s original order. These merchant fees are not refunded to our company by the credit card processor under your cancellation and we will not be responsible for these fees should you change your mind.

If there is a problem with your order and we have attempted to contact you with no response for 5 or more business days, your order will be refunded as per our refund policies posted on this site. We are not responsible for customers entering an incorrect email address at time of purchase, or if your email client routes our messages to a junk or spam folder.

No returns after 12 calendar days from DELIVERY DATE.

25% restocking fee is applicable on all returns or exchanges.

All products purchased are non-refundable. We do NOT repair. We will only replace defective parts. The reason for this is, according to law, we are allowed to only provide “NEW” retail products to our customers and we do not keep any opened item stock. Please be advised that we will not tolerate charge-backs on items that are not returned to our warehouse.

No returned merchandise will be accepted without a VALID return authorization number on the shipping label. To obtain an RMA number, the Customer should be prepared to give the following information:

1. Customer name and address
2. Serial number of the product
3. Description of the malfunction or defect, if any
4. Proof of date of purchase and/or receipt
5. Specifications concerning model number, and any options, such as color, optional accessories, etc.

 

Shipping The Item

1. You are responsible to pay for the shipping of the unit to us and the cost of return shipping back.

2. We recommend that you insure your package, as we cannot be responsible for any damage to or loss of the unit until it is received in our facility.

3. We are not responsible for any loss or damage if you do not use a traceable shipping method.
Any questions about this or other policies of the company please feel free to contact us.