Returns, Refunds & Warranty Policy
We are committed to supplying products that are safe, compliant and fit for their intended purpose. This policy outlines our approach to returns, refunds, replacements, repairs and warranty claims for products supplied in Australia.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL) or other applicable legislation.
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 and compensation for any other reasonably foreseeable loss or damage.
You are also 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.
Change-of-Mind Returns
We do not generally accept returns where you have changed your mind, ordered the incorrect product or no longer require the product.
At our discretion, we may approve a return where the product is unused, unopened, undamaged, in its original packaging and suitable for return to saleable inventory.
All discretionary returns require prior written approval. Return freight and reasonable restocking or administration costs may apply where permitted by law.
Sterile & Single-Use Products
For safety, infection-control and regulatory reasons, opened or used sterile and single-use products cannot be returned to saleable inventory.
Unless otherwise required by law, returns will generally not be accepted for products that:
have been opened or used;
have damaged or compromised sterile packaging;
have been improperly stored or handled;
have been modified or damaged through misuse; or
have passed their expiry date.
This does not affect your rights where a product is faulty, defective or otherwise fails to meet an applicable consumer guarantee.
Incorrect, Damaged or Faulty Products
Please contact us as soon as reasonably practicable if:
you receive an incorrect product;
your order is damaged during delivery; or
you believe a product is faulty, defective or not operating as intended.
We may request photographs, video, proof of purchase, serial or batch numbers and other information reasonably required to assess the issue.
Where appropriate, a product may need to be returned for inspection, testing or manufacturer assessment before a remedy is provided.
Where we have supplied the incorrect product or the product is confirmed to be defective, we will provide the appropriate remedy in accordance with applicable law. This may include repair, replacement, refund or reimbursement of reasonable return freight.
Warranties & Equipment
Any manufacturer or supplier warranty provided with a product is in addition to your rights under the Australian Consumer Law.
Warranty claims for reusable equipment may require the equipment to be returned for technical assessment.
Warranty coverage may be subject to the product being used, stored and maintained in accordance with the manufacturer's instructions and not being modified or repaired by an unauthorised person.
These conditions do not limit any rights you may have under the Australian Consumer Law.
Returns Process
Please contact us before returning any product.
When requesting a return, refund or warranty assessment, please provide where applicable:
your name and contact details;
invoice or order number;
product details;
serial, lot or batch number;
a description of the issue; and
photographs or other supporting information.
We will provide return instructions where a return is required. Products should not be returned without prior authorisation unless otherwise directed by us.
Refunds
Where a refund is approved, the applicable purchase amount will generally be refunded using the original payment method unless otherwise agreed.
Where the Australian Consumer Law provides you with the right to choose a refund, replacement or other remedy, this policy does not restrict that choice.
Product Safety & Quality Issues
Any suspected product defect, malfunction, sterility issue, adverse event or other safety concern should be reported to us promptly.
Products associated with a safety or quality investigation may be assessed through our applicable complaint-handling, quality and regulatory processes.
Contact Us
For returns, refunds, warranty claims or product-related concerns, please contact us using the contact details provided on this website.