Refund and Return Policy

Returns Policy – Adelaide Healthcare Equipment

At Adelaide Healthcare Equipment, we aim to handle returns fairly and transparently. Please read our policy carefully to ensure your return request meets our guidelines.

Assessing Returns – What You Need to Know

Before accepting a return, we will assess the condition and age of the product to determine eligibility. All return and refund requests must be initiated within 7 days of receiving your item.

To request a return assessment, goods must:

  • Include valid proof of purchase from Adelaide Healthcare Equipment

  • Be unaltered, undamaged, and complete with all original manuals, tags, labels, and accessories

In some cases, the manufacturer may need to inspect the item to confirm eligibility. We will arrange this inspection within a reasonable timeframe. Please note, acceptance of goods for return is not guaranteed during the assessment process.

Items That Cannot Be Returned

For safety and hygiene reasons, the following products are non-returnable unless they breach consumer guarantees under Australian Consumer Law:

  • Items that are soiled or biologically contaminated

  • Hygiene-related products such as:

    • Bathroom and bathing aids

    • Toileting products

    • Slings for hygiene or toileting use

    • Braces, supports, and compression garments

    • Kitchen aids, cutlery, and crockery

  • Customised or special-order items made or sourced specifically for you

Restocking Fee

A restocking fee of 20% may apply to eligible returns. This will be confirmed after assessment.

Delivery Costs

  • If the product breaches a consumer guarantee, we will cover return shipping.

  • For all other returns, shipping costs are the customer’s responsibility.

When Are Returns Accepted?

Returns are accepted if:

  • The product fails to meet consumer guarantees (e.g. not of acceptable quality)

  • The product breaches an express warranty provided by us or the original manufacturer

No Change of Mind Returns

We do not offer refunds or exchanges for:

  • Change of mind

  • Incorrect product selection

  • Finding the item cheaper elsewhere

Please choose carefully before purchasing.

Refunds and Remedies

If your return is approved, outcomes may include:

For Minor Issues (under Australian Consumer Law):

  • Repair of the item

  • Replacement with the same item

  • Refund once the issue is resolved

For Major Failures:

  • Full refund

  • Replacement with an identical or similar item (if available)

  • Compensation for loss in value if you keep the product

Refund Options

Refunds are processed using your original payment method—credit card, cheque, or EFT. Cash refunds are not available.

Additional Warranty

Adelaide Healthcare Equipment offers an express warranty in addition to your rights under Australian Consumer Law. This covers material and workmanship defects within the specified warranty period.

Your Rights Under Australian Consumer Law

All our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to:

  • A refund or replacement for major failures

  • A repair or replacement for minor faults

  • Compensation for any additional loss or damage

Learn more at www.consumerlaw.gov.au

Need Assistance?
We’re here to help.
📞 0426 006 607
📧 info@adelaidehealthcareequipment.com.au

Thank you for choosing Adelaide Healthcare Equipment – your partner in trusted assistive technology solutions.

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