We are dedicated to retailing excellence. Customer satisfaction is a key component of our mission, as shown by our Returns Policy. The Medgear Care return policy applies to all purchases made online at medgearcare.com.au
All returns require a Returns Authorisation Form to be completed and returned with the goods. This allows for an accurate and speedy process of your return.
Cancelling a purchase
If your order has not yet been picked and shipped, you can cancel it by contacting us (online) and giving evidence of purchase and identity. We will return your payment in accordance with our Returns Policy if you cancel your order.
If we are unable to prevent the purchase from being sent at the time of cancellation, you will be required to return the products to get a refund in line with our Returns Policy and;
In the event that your order is cancelled, we reserve the right to impose an administration fee to cover our reasonable costs.
Returns/ Warranty/ Faulty Items
Please refer to the brochure for information on the product’s warranty period. If your items arrive with any of the following faults, we will gladly replace them, subject to stock availability.
If we do not have a replacement item, we will issue a complete refund if you notify us within 14 calendar days of receiving the item.
- The product is already dead when it arrives.
- You received an incorrect item.
If any of the above apply, please contact us within 14 calendar days of the item’s delivery to arrange for a replacement.
Under no circumstances may configure-to-order, personalized, or other customized products be returned for a refund or exchanged unless they are Dead on Arrival.
Within 14 calendar days of delivery, products must be returned to us.
All products must be repackaged in their original packing, including any accessories, manuals, documentation, and registration that came with the product; please make sure the item is well packaged. We recommend that you register the returned parcel at your own expense for your own protection.
Our service department will inspect all returned items before replacing them. If no problem is identified, the client will be responsible for the return.
In accordance with the Competition and Consumer Act 2010 (the “Act”), we will issue refunds if the goods you purchased:
- Aren’t of good enough quality to be sold;
- Are unsuitable for their intended use;
- Are not the same as the sample.
If any of the above situations arise, please contact us within 14 calendar days of the item’s delivery. The following information is required for refunds:
- Provide the original order confirmation email to you as proof of purchase.
- All original packaging and instructions are included with the goods shown on the confirmation (including any Bonus Offers)
- Suitable identification to prove your identity as the original purchaser; and details of the product’s defect or issue, as well as proof that the fault or issue was not caused by you. A shop credit will be granted for any refunds made through Medgear Care for an online web sale.
- All essential paperwork (tax invoice, web order ID, appropriate ID, and the product /s in question) must be presented by the customer
PayPal – In accordance with PayPal’s payment terms and conditions for refunds and returns, any full or partial refund, including but not limited to multiple orders and pickup reimbursement, will be subject to a 25% restocking fee.
Unwanted Goods – Each and every sale is final. If you purchase an item and later decide you don’t need it, we may, at our discretion, issue a refund less a 25% restocking fee on the item’s cost. The cost of postage is not refundable. All original packaging and accessories must be returned, and the item must be unused and in “as new” and “sealed” (unopened) condition. The Buyer will be responsible for the cost of returning the products.
Please contact us with specifics of the problem if you have a warranty issue after the first receipt; many of these can be readily resolved through a conversation without the need to return the goods.
To assist with any technical concerns and to reduce returns, telephone support is available. All items returned during this time will be at the expense of the client; return postal costs will be disclosed at the time the return is authorized.
Subject to the Act non-returnable Items include, but are not limited to:
- Hygiene based products
- Changed your mind or found the product cheaper elsewhere
- Ordered the wrong product
- Where the unique product serial number has been obscured, defaced, removed or does not match records of stock carried at Medgear Care
- Items that are missing accessories, such as remote controls, cords, and cables
- Gift cards
- Pre-paid cards such as music, photo, video, or phone cards
- Digital content
- Consumable items (such as batteries)
- Items that are severely damaged or abused
- Etched or otherwise personalised items
- Opened computer software, movies, music and video games
Hygiene based products – Important: We are unable to accept returns or refunds on any of the following items, including but not limited to products, due to Health and Hygiene laws: Daily living aids that may come into contact with the mouth or body, cushions and covers, slings, mattresses and mattress overlays, toilet seat raisers, hip protectors, skin limb guards, jewellery, and stockings are all examples of the bathroom, shower, and toilet aids.
We cannot accept exchanges or refunds for the protection of our consumers due to health problems that using, testing, or trying the product may create. When you buy from us, you can be assured that the items you receive are brand new, hygienic, and safe.
We do not accept returns in general due to the nature of our products and the quality control systems we use unless expressly mentioned in the relevant Item Description.
If a Product is damaged upon delivery, you should refuse to accept it and tell Us as soon as possible.
If you discover damage to a Product after it has been delivered, please tell Us right away, and We will arrange for its return in accordance with these terms and conditions.
Where the Products have been supplied to you, you will be responsible for any transport or installation expenses unless the product is proven to be faulty or damaged.
To receive a complete refund, you must also return any Bonus Offers that came with your initial purchase in “as new” condition with all original packing and manuals.
If the Bonus Offer is a Non-Returnable Item, the Bonus Offer’s value will be deducted from the purchase price of the item being returned, and the difference will be repaid to you.
We do everything we can to make the ordering process go as smoothly as possible. While most items are sent within one business day, certain orders may take up to ten business days to process on rare occasions (such as when the product is out of stock).
Most of our products are shipped to consumers utilizing domestic postal services such as Australia Post, TNT, TOLL IPEC, Courier Please, Allied Express, and Star Track for your convenience. Once we have given your package to the carrier, it is up to the carrier to deliver it to you within the time frame they have promised.
Meanwhile, our shipping department will keep an eye on the shipment until it arrives. In the odd event that something goes wrong during transit, we will assist you in tracking your shipment and ensuring that it is delivered to you in a timely manner.
Courier Claims, Lost Packages, and Missing Products – Within 5 calendar days of delivery, shipping defects and/or shortages must be reported to the carrier and our organization. After this time, claims cannot be filed. Until the courier has concluded their inquiry, no products will be sent or replaced.
Please keep in mind that things that have been claimed by the courier will not be refunded. The products will be RESHIPPED rather than reimbursed after the investigation is done. For finished claims, we do not issue checks or reimbursements. If the claim is approved, the merchandise will be reshipped to the credit card’s approved address. Please double-check that you have acquired the proper package insurance. We will not be held liable for claims that are underinsured.
Products that are missing must be reported within two days of delivery. After this period, products will not be replaced. We may request that you e-mail us images of the packing and products as they were delivered. If the products were missed, it may take 3-5 days for you to acquire a tracking number after we receive these photos.
If you realize that your shipment has not been delivered to you, it is your responsibility to notify one of our staff so that a package trace can be initiated. If you see that your parcel has been delivered and signed for but you were not the recipient, it is your responsibility to notify a representative within two days of delivery so that we can begin a claim. Please note that until the carrier completes their inquiry, no merchandise will be sent or replaced.
The customer is responsible for shipping charges if something is returned to our warehouse, either because the customer refused the delivery or because it was returned. The package will be returned to the sender if it is undeliverable due to an erroneous address, customer not being home, or other reasons. Shipping expenses will not be returned and depending on the policies of this site, your product may be subject to refund and restocking fees.
Return And Refund – Customers must agree to all our Terms and conditions before making a purchase on our site. Please read the terms and conditions before ordering since we cannot be held liable for consumers who do not read the terms and conditions before purchasing.
You will be charged an unrecoverable merchant fee if you cancel an order before it has been dispatched. This is usually a 5% non-refundable credit card fee. This may vary depending on the customer’s initial order. These merchant fees are not returned to us by the credit card processor as a result of your cancellation, and we will not be liable for them if you change your mind.
If there is a problem with your order and we have sought to contact you but have received no answer after 3 business days, your order will be refunded according to our refund procedures, which are available on this site. We are not liable if consumers provide an erroneous email address at the time of purchase, or if our emails end up in your trash or spam folder.
After 14 calendar days from the DELIVERY DATE, no returns will be accepted.
All returns or exchanges are subject to a minimum 25% restocking fee.
Prior to shipment, all refunds will be subject to a 5% payment gateway processing and service fee.
All purchases are final and non-refundable. We do not provide repair services. Only defective parts will be replaced. The reason for this is that we are only authorized to provide “NEW” retail products to our consumers under the law, and we are not allowed to hold any opened item stock. Please be aware that charge backs on items that are not returned to our warehouse will not be accepted.
Without a VALID return authorisation number (RAN) number on the shipping label, no returned product will be accepted. The Customer should be prepared to provide the following information in order to get an RAN number:
Returned Merchandise For Repair – On products or accessories returned for warranty repair, a labour charge of 1% (of the purchase price) will be imposed, as well as a return shipping charge.
Customers are fully responsible for return shipments. If the item was returned to MedgearCare.com.au and was damaged during shipping, it is not covered by the MedgearCare.com.au warranty. However, for a price, we continue to provide top-notch support for any such equipment.
Shipping and insurance to our warehouse are the responsibility of the customer. We are not liable for returned items that are lost in transit. Make that you have sufficient insurance coverage.
RAN numbers are only valid for 14 (fourteen) days from the date of issuing.
Any RAN Merchandise cannot be guaranteed to arrive on a given date. Within 5 to 14 working days after receiving the unit, we will endeavour to dispatch RAN Merchandise from Mail-In Service.
If no communication with the client can be made within 5 days of receipt, the repaired merchandise will be considered abandoned. At that point, we shall be the owners of the abandoned merchandise.
The repaired item should not be returned with any accessories. Accessories that are not returned with the repaired merchandise are not covered by our warranty.
We do not perform warranty work; instead, the MANUFACTURER and/or their representative do.
Merchandise For Refund – All returned items for a refund must be in brand new condition, in their original packaging, and contain all manufacturer-supplied accessories.
All clearance and end-of-line merchandise is sold as is. There are no refunds or exchanges available.
All returned merchandise is subject to a minimum restocking fee of 25%.
If any accessories are missing, the credit amount will be decreased by the cost of replacing those items.
If the manufacturer issued warranty cards, they must be left blank.
No part of the original item packaging may be defaced or altered. Damaged client returns will not be refunded.
In addition to the restocking fee, if a product is purchased in new condition and returned in a condition that prevents it from being resold as new (damaged, scratched, missing or damaged packaging, and/or missing parts), a 50 per cent refurbishment fee plus the cost of replacement parts will be applied.
A restocking fee, as well as a freight charge for replacement shipment, will be charged on merchandise returned as defective but whose defect cannot be proved.
Merchandise that was originally shipped in a ‘double-boxed condition must be returned to us in the same condition.
The cost of shipping is non-refundable.
Shipping and insurance to our warehouse are the responsibility of the buyer. We are not liable for returned items that are lost in transit.
Within 14 days after receipt, credits will be applied to the appropriate account.
Any freight damaged products must be notified to the carrier within 5 days of receipt. We are not liable for any packages that are misplaced. Because your package is covered by the carrier, we will file a claim form within 5 days.
Depending on the carrier, carrier excess might cost anywhere from $100 to $250. If the carrier rules in your favour, they will issue a check to replace the missing items and reship the package. We do not offer refund checks in the event that a product is missing. Should the carrier rule in your favour, we will replace the product.
Due to return shipping charges, customers will get less than full compensation for any merchandise returned to sender as refused or undeliverable (other than freight damaged goods). No returns will be accepted if the customer fails to contact us within 14 calendar days of the item's delivery to arrange for a replacement or refund. This policy applies after 14 days from the delivery date.
Warrantable items, or those protected by a manufacturer’s warranty, are handled by the manufacturer, and customers must contact the relevant manufacturer directly and follow their appropriate Return Policies and Instructions.
Packaging The Item –
- If at all possible, reuse the original box and packaging materials.
- If the original packing isn’t available, use a sturdy box to safeguard the item. USE THE GOODS PACKAGE AS A RETURN PACKAGE. Please note that damaged original boxes will not be accepted under any circumstances.
- Incorporate a copy of your invoice or receipt into the packaging.
Shipping The Item
- You are responsible for the cost of shipping the unit to us as well as the cost of delivering it back to you.
- We strongly advise you to insure your shipment, since we cannot be held liable for any damage or loss until it arrives at our facility.
- If you do not utilize a traceable delivery method, we are not responsible for any loss or damage.
Please contact us if you have any queries regarding this or other company policies.