FAQs
General FAQs
We source our products from reputable manufacturers and suppliers known for their high-quality medical equipment, clothing, accessories, and supplies.
Yes, all our products are designed and manufactured to adhere to stringent industry standards and regulations. This commitment to compliance ensures that our products meet the highest levels of safety and effectiveness, providing you with peace of mind when using them.
Specifically, our products conform to several reputable industry standards in Australia, including:
- AS/NZS ISO 9001: This standard outlines the requirements for a quality management system. It ensures that our manufacturing processes are consistently monitored and improved to deliver high-quality products.
- AS/NZS 3551:2012: This standard pertains to the management of medical devices within healthcare facilities. It helps guarantee that our medical products meet the necessary criteria for safe usage in healthcare settings.
- AS/NZS 4187:2014: This standard focuses on the sterilization of healthcare products. It ensures that our sterilization processes comply with the strict guidelines necessary for maintaining product safety.
- Therapeutic Goods Administration (TGA): Our medical products are registered with the TGA, Australia’s regulatory authority for therapeutic goods. This registration demonstrates our commitment to complying with Australian regulations for medical devices and pharmaceuticals.
- Australian Consumer Law (ACL): We adhere to the ACL, which sets out consumer rights and business responsibilities. It guarantees that our products are fit for their intended purpose and meet consumer expectations.
By conforming to these reputable standards and regulations, we prioritize the safety and satisfaction of our customers. We continuously monitor and update our processes to stay in line with any changes in the industry standards, ensuring that our products remain safe, effective, and compliant with Australian regulations.
Your well-being is our top priority, and our dedication to compliance underscores our commitment to delivering quality products that meet or exceed industry standards in Australia.
We accept a variety of payment methods, including credit/debit cards and online payment platforms. You can find the complete list during the checkout process.
Many of our products are suitable for both home and professional use. Product descriptions provide information on intended use.
Yes, our customer support team is available to assist you in selecting the most appropriate products based on your needs and requirements.
Yes, we provide educational resources and guides to help you make informed decisions and care for your purchased products.
We value your feedback! You can leave reviews on our product pages or contact our customer support team to share your thoughts and suggestions.
Yes, we provide instructions and support for product assembly and installation. Please contact our customer support team for assistance.
We use eco-friendly packaging materials that are recyclable and designed to minimize environmental impact. We are committed to reducing our carbon footprint.
While we don’t offer a direct phone line, you can reach us via email or our support platform. These channels are designed to handle queries efficiently, ensuring timely and accurate responses to your concerns.
Returns and Refund Policy
If you encounter any issues, please contact our customer support team, and we will promptly assist you in resolving the matter.
You can cancel your order by contacting us online and providing proof of purchase and identity. We will process your refund according to our Refund Policy.
If your order has been shipped at the time of cancellation, you will need to return the products to receive a refund, following our Refund Policy. Additional administration fees may apply.
Yes, we reserve the right to charge an administration fee to cover reasonable costs related to the canceled order.
Our Australian Health Care Refund Policy adheres to the Competition and Consumer Act 2010. If the goods you’ve purchased do not meet the criteria of merchantable quality, fitness for their intended purpose, or match the sample, you may be eligible for a refund.
When returning goods, please provide proof of purchase (original order confirmation), the complete goods with original packaging and manuals, suitable identification, and a clear description of the fault or issue with the product.
No, consumable items that are used up or worn out over a short period are non-returnable.
Severely damaged or abused items that are beyond use or show signs of severe misuse are non-returnable.
Items that lack essential accessories, such as remote controls, cords, or cables, are non-returnable.
Products that you’ve decided against or found at a lower price elsewhere are non-returnable.
If you ordered the wrong product, it is considered non-returnable.
Terms and Conditions Policy
If a product is mispriced due to a typographical error or incorrect pricing from suppliers, we reserve the right to decline or cancel orders for that product, even after an order is confirmed or your credit card is charged.
No, orders cannot be modified or cancelled once submitted. However, you can return products according to our Returns Policy.
No, each order is treated separately and will incur its own delivery fee.
Once you submit your order, you’ll receive an order number. Keep this number safe as you’ll need it for any communication with our Customer Service Centre regarding your order.
If your order is rejected, you will be notified via email within five business days. Australian Health Care is not responsible for any loss or inconvenience caused by the rejection of an order.
If your order is rejected and payment has been processed, we will refund the money you paid for that order and aim to process the refund within five business days. However, the time it takes to receive your refund depends on your financial institution, and we are not liable for any delays.
If we face difficulties contacting you using the details you provided and we’ve made reasonable attempts, your order will be rejected.
Policy Statement
Your information is collected when you place or pre-order goods or services from us.
Your details, like your name and address, may be shared with companies assisting in our service delivery. If legally required, we might also disclose information to government bodies. We ensure these entities uphold your privacy.
Our privacy policies are regularly reviewed to match customer expectations and legal changes. We maintain strict security protocols to prevent unauthorised access or misuse of your data.
We may collect technical details like your IP address, operating system, browser type, and referral site address to enhance user experience and support our operations.
We use the information to improve our offerings, send promotional emails, and conduct market research via email, phone, or mail. This helps us tailor our website to your preferences.
Shipping Policy
No, we only offer shipping and service within Australia. We do not ship products internationally.
Delivery times may vary depending on your location and the products ordered. We provide estimated delivery times during the checkout process.
Most orders are shipped within one day. However, it may take up to 10 business days for out-of-stock items.
We primarily use domestic postal services like Australia Post, TNT, TOLL IPEC, Courier Please, Allied Express, and Star Track.
Report any shipping damages or shortages to both the carrier and Australian Health Care within 5 calendar days of delivery.
Courier claims require an investigation by the courier. No refunds are provided for products claimed through couriers; instead, products will be reshipped.
Missing items must be reported within 2 days of delivery for replacement.
Inform Australian Health Care to initiate a trace if your package hasn’t been delivered.
Yes, customers bear shipping costs for returned packages, and undeliverable packages may incur restocking fees.
All sales are final, and returns due to a change of mind are not accepted.
Cancellation before shipping incurs a non-refundable credit card fee of 5%.
If we can’t reach you for 3 business days, a refund will be processed according to our refund policies.
Returns must be made within 5 days of delivery, incurring a minimum restocking fee of 25%. Pre-shipping refunds face a 5% fee. Products must be in “as new” condition.
Yes, a valid Return Authorisation Number (RMA) is required for all returns.
Unfortunately, our office is not set up for local pick-up or in-store purchases, as we operate exclusively through online shipping via our website.
Warranty Statement
For warranty concerns, contact us with detailed information. Returns during the warranty period will be at the customer’s expense.
Many of our products come with manufacturer warranties. Details of warranty coverage are provided in the product descriptions.
