Returns policy

Shop with Confidence – Our Returns Policy

At Australian Health Care, we are committed to excellence in our services, and ensuring customer satisfaction is at the heart of our approach, as reflected in our Returns Policy. This policy applies to all purchases made online at AustralianHealthCare.com.au.

Cancelling an Order:

• You may cancel an order if it hasn’t yet been picked and posted by contacting us online and providing proof of purchase and identity.
• Upon cancelling the order, we will process your refund following our Refund Policy.
• If we are unable to stop the shipment of the order at the time of cancellation, you will need to return the products to receive a refund, adhering to our Refund Policy.
• We reserve the right to charge an administration fee to cover our reasonable costs related to the cancelled order.

Return to Sender:

IMPORTANT: If the carrier attempts delivery or contact without success due to an incomplete address (including business name) as determined by the carrier, an RTS fee of $15+gst will be imposed by the carrier.

Additionally, a reshipping and redelivery fee will apply. Alternatively, you can opt for a refund, minus a 25% restocking fee and the carrier’s RTS fee applied against the product’s value.

Faulty Items/Warranty/Returns:

• Warranty duration is indicated in the product’s advertisement.
• If you receive items with specific faults, we will offer replacement items based on stock availability. If a replacement is not available, a full refund will be provided if you contact us within 10 calendar days of receiving the item.
• Faults include:
  • Product is Dead on Arrival.
  • An incorrect item was shipped.
• Contact us within 10 calendar days of delivery to arrange for faulty items to be replaced.
• Customised products cannot be returned or exchanged unless the product is Dead on Arrival.
• Products must be returned within 10 calendar days of delivery.
• Ensure products are returned in the original packaging, including any accessories, manuals, documentation, and registration. We recommend securely repackaging items and registering the returned parcel at your expense.
• Our service department will inspect all returned goods. If no fault is detected, the return will be at the customer’s expense.

Australian Health Care Refund Policy

We are committed to providing refunds in accordance with the Competition and Consumer Act 2010 (the “Act”). Specifically, if the goods you’ve purchased:

• Are not of merchantable quality.
• Are not fit for their intended purpose.
• Do not match the sample.

If any of the above points A-C occurs, you should return the goods within a reasonable timeframe, ideally within 10 calendar days, and provide us with the following:

• Proof of purchase by presenting the original order confirmation sent to your email.
• The goods mentioned in the confirmation, complete with all original packaging and manuals (including any Bonus Offers).
• Suitable identification to confirm you as the original purchaser.
• A clear description of the fault or issue with the product, ensuring to specify that the fault or issue wasn’t caused by you.

For all refunds processed by Australian Health Care for online web sales, a store credit will be issued.

To initiate a refund, customers must come prepared with all essential documentation (tax invoice, web order ID, suitable ID, and the product/s in question).

Please note: All sales are final, and we do not offer returns for change of mind.

PayPal Transactions:

In accordance with PayPal’s terms and conditions regarding refunds and returns, please be aware that a 25% re-stocking fee is applicable in the event of a refund. This fee applies to both full and partial refunds, including cases such as double orders and pickup reimbursement.

Non-Returnable Items Policy:

In compliance with the Competition and Consumer Act 2010, there are certain items that cannot be returned. These non-returnable items include, but are not limited to:

• Gift Cards: Once purchased, gift cards cannot be returned.
• Pre-paid Cards: This category includes cards such as music, photo, video, or phone cards.
• Digital Content: After purchase, digital content cannot be returned.
• Consumable Items: Items that are used up or worn out over a short period, such as batteries.
• Severely Damaged or Abused Items: Products that are damaged beyond use or show signs of severe misuse.
• Items with Tampered Serial Numbers: Products where the unique serial number has been obscured, defaced, removed, or doesn’t match our records.
• Incomplete Products: Items that lack essential accessories, such as remote controls, cords, or cables.
• Personalised Items: Products that have been customised or personalised in any manner.
• Opened Software and Entertainment Products: This includes opened computer software, movies, music, and video games.
• Hygiene Products: Items related to personal hygiene.
• Change of Mind: Products that you’ve decided against or found at a lower price elsewhere.
• Incorrectly Ordered Products: If you ordered the wrong product.

Please ensure you inspect your products thoroughly upon receipt to avoid any inconveniences.

Returns and Exchange Policy – Protection and Assurance for Our Customers:

For the safety and well-being of our customers, we cannot accept exchanges or returns for health-related concerns when using, testing, or trying a product. At Australian Health Care, you can confidently purchase products that are new, hygienic, and safe.

Our Return Stance:

Given the nature and quality of our products, returns are generally not accepted unless otherwise specified in the relevant product description.

Damaged Upon Delivery:

If a product is damaged upon delivery, we recommend refusing the receipt of that product and promptly notifying us. In case you discover damage after delivery, please notify Australian Health Care immediately, and we will facilitate the return based on these terms and conditions.

Liabilities and Charges:

Customers are responsible for any costs associated with delivery or installation unless the product is deemed faulty or damaged. Furthermore, all bonus offers provided with your original purchase must be returned in “as new” condition, complete with all original packaging and manuals, to qualify for a full refund.

Non-Returnable Bonus Offers:

If a bonus offer is non-returnable, its value will be deducted from the purchase price of the item being returned, and the remaining amount will be refunded.

Sales Finality:

Please note that all sales are final, and we do not accommodate returns based on a change of mind.

Ordering and Shipping – Processing Times:

We are committed to processing orders swiftly. While most orders are shipped within one day, there may be rare instances where it takes up to 10 business days, especially for out-of-stock items.

Shipping Partners:

For your convenience, we primarily use domestic postal services such as Australia Post, TNT, TOLL IPEC, Courier Please, Allied Express, and Star Track for shipping. Once your package is handed over to the carrier, they are responsible for its timely delivery. However, our shipping team will closely monitor the shipment’s progress. In case of any transit issues, rest assured that we will assist in tracking your package and ensuring its timely delivery.

Shipping, Claims, and Responsibilities

1. Lost Packages and Courier Claims:

• Reporting Damages/Shortages: Any shipping damages or shortages must be reported promptly to both the carrier and Australian Health Care within 5 calendar days of delivery. Claims cannot be initiated beyond this timeframe.
• Courier Investigation: Replacements or claims will not be processed until the courier concludes their investigation. Please note that there are no refunds for products claimed through couriers. Upon a successful claim, products will be reshipped, not refunded. Cash reimbursements or checks for completed claims are not provided.
• Address for Reshipment: Reshipped items will be sent to the authorised address of the credit card used for the purchase.
• Insurance Responsibility: It’s essential to ensure your package has adequate insurance coverage. Australian Health Care is not responsible for under-insured claims.

2. Missing Products:

• Reporting Missing Items: If any products are missing from your order, it’s crucial to report this within 2 days of delivery. Products won’t be replaced after this period.
• Verification Process: In some cases, we might request photographs of the received package and the products as they were delivered. Upon receiving these images, it might take 3-5 days to provide a tracking number if it’s determined that some products were omitted.

3. Package Delivery Issues:

• Undelivered Packages: If you notice your package hasn’t been delivered, inform an Australian Health Care representative to initiate a trace.
• Package Signed by Someone Else: If the tracking indicates that your package was delivered and signed for, but you did not receive it, you must notify a representative within 2 days of the reported delivery. An investigation will be initiated, and products won’t be reshipped or replaced until this is concluded.

4. Returns and Undeliverable Packages:

• Customer’s Responsibility for Shipping Costs: If a package is returned to our warehouse due to refusal or for a return, the customer will bear the shipping costs.
• Undeliverable Packages: Packages that are undeliverable due to incorrect addresses, recipient unavailability, or other reasons will be “returned to sender.” Shipping costs are non-refundable, and returned packages might incur refund and restocking fees as per Australian Health Care’s policies.

Return, Exchange, and Refund Policies

1. Terms of Purchase:

• Acknowledgment: Customers must acknowledge and accept all terms and conditions before purchasing from Australian Health Care. It is essential to review these terms and conditions, as Australian Health Care cannot be held accountable for customers failing to do so before purchase.
• Final Sales: All sales are final; returns due to a change of mind are not available.

2. Cancellation and Associated Fees:

• Order Cancellation: If an order is canceled before shipping, customers will be liable for an unrecoverable merchant fee. Typically, this constitutes a non-refundable credit card fee of 5%, though the amount may vary based on the order specifics.
• Merchant Fees: Please note that merchant fees, not refunded by the credit card processor upon cancellation, won’t be borne by Australian Health Care.

3. Communication & Refunds:

• Communication Issues: If there’s an order issue and we cannot reach you for 3 or more business days, we will process a refund following our posted refund policies. We are not liable for customers providing incorrect email addresses or not receiving our messages due to spam filters.

4. Return Guidelines:

• Return Window: Products must be returned within 5 calendar days from the date of delivery.
• Restocking Fee: All returns or exchanges will incur a minimum restocking fee of 25%.
• Pre-shipping Refunds: Refunds processed before shipping will face a 5% payment gateway processing & service fee.
• Product Condition: All products are non-refundable. Defective parts will be replaced, not repaired. Due to retail laws, only “NEW” products are offered to customers. Returns must be unopened, unused, and in “as new” condition with all original packaging and accessories. Return postage costs are borne by the buyer.
• Charge-backs: Charge-backs on items not returned to our warehouse won’t be tolerated.

5. Warranty and Returns:

• Warranty Issues: For post-purchase warranty concerns, contact us with detailed information. Many issues can be resolved through communication, negating the need for returns. Telephone support is available for technical issues. Any returns during the warranty period will be at the customer’s expense, and associated costs will be communicated during the return authorisation.
• Return Authorisation: No returned goods will be accepted without a valid Return Authorisation Number (RMA) on the shipping label. To obtain an RMA, customers need to provide:
  • Customer name and address
  • Product serial number
  • Description of the malfunction/defect
  • Proof of purchase date and/or receipt
  • Model specifications, color, optional accessories, etc.

6. Final Reminder:

• Sales Finality: Please remember, all sales are final, and change of mind returns are not permitted.

Returned Merchandise for Repair Policies:

1. Labor and Shipping Charges: A labor fee of 1% of the merchandise’s price, along with the cost of return shipping, will be applied to items or accessories sent back for warranty repair.

2. Liability for Return Shipments: The customer is solely responsible for return shipments. If a product returned to AustralianHealthCare.com.au is damaged during transit, it does not fall under our warranty. However, we offer premium service for such units for a fee.

3. Shipping Responsibility and Insurance: Customers are responsible for shipping and insuring the products to our warehouse. We disclaim responsibility for items lost during shipment. Ensure your item is sufficiently insured.

4. RMA Number Validity: Return Merchandise Authorisation (RMA) numbers remain valid for a maximum of 15 days from their issuance.

5. Delivery Assurance for RMA Merchandise: We do not guarantee a specific delivery date for RMA Merchandise.

6. Turnaround Time for Repairs: We aim to ship RMA Merchandise from our Mail-In Service within 5 to 10 working days after receiving the item.

7. Abandonment of Repaired Merchandise: If we are unable to establish contact with the customer within 5 days following the receipt of Repaired Merchandise, the item will be considered abandoned, and it will become our property.

8. Accessories Inclusion: Please avoid sending accessories along with the repair item. We are not responsible for any accessories that are not returned with the fixed merchandise.

9. Warranty Services: Warranty services are the responsibility of the MANUFACTURER and/or their direct representative, not us.

For hassle-free repair services, please adhere to the guidelines mentioned above and maintain open communication channels.

Merchandise For Refund:

All returned merchandise for a refund must be in perfect and new condition, in the original carton, with all manufacturer’s included accessories. Clearance and end-of-line products are final sale. No refunds or exchanges are permitted. A minimum restocking fee of 25% applies to all returned merchandise. Missing accessories will result in a reduced credit amount equal to the actual replacement cost of those items.

Warranty cards (if initially provided by the manufacturer) must be left blank. The original merchandise box must not be defaced or altered in any way. No refund will be issued for customer-damaged returns. If a product is purchased in new condition and returned in a condition that prevents it from being resold as new (damaged, scratched, with missing or damaged packaging, and/or missing parts), a 50% refurbishment fee plus the cost of replacement parts will be applied in addition to the restocking fee.

Merchandise initially returned as defective, where the defect cannot be verified, will incur a restocking fee as well as a freight charge for replacement shipment. Merchandise initially shipped ‘double-boxed’ must be returned to us in the same fashion. Shipping charges are not refundable. The purchaser is responsible for shipping/insurance to our warehouse. We are not responsible for items lost during shipping.

Credits will be posted to the appropriate account within 14 days of receipt. Any freight-damaged goods should be reported immediately within 5 days of receipt to the carrier. We are not responsible for lost packages. We will submit a claim form within 5 days, as your package is insured by the carrier. Carrier excess ranges between $100-$250 depending on the carrier. If the carrier rules in your favor, they (the carrier) will issue a check to replace the missing items, and the product will be reshipped. 

We do not issue refund checks for missing product. We will replace the merchandise should the carrier rule in your favor. Customers will receive less than full credit on any merchandise returned to sender as either refused or undeliverable (other than freight-damaged goods) due to return shipping charges. No returns are accepted beyond 10 days from the delivery date. Regarding warrantable items, those covered by a manufacturer’s warranty, claims are handled by the manufacturer, and buyers should contact the relevant manufacturer directly and follow their applicable Return Policies and Instructions.

Packaging The Item:

• Use the original box and packaging materials if available.
• If the original packaging is not available, use a box that provides proper protection. DO NOT use the goods package as a return package. Please NOTE: a damaged original box is not accepted.
• Include a copy of your invoice/receipt inside the package.

Shipping The Item:

• You are responsible for paying the shipping costs to send the unit to us and the cost of return shipping back to you.
• We recommend insuring your package, as we cannot be responsible for any damage to or loss of the unit until it arrives at our facility.
• We are not responsible for any loss or damage if you do not use a traceable shipping method.

For any questions about this or other company policies, please feel free to contact us.