Warranty and Returns
Missing an item from your order?
Upon receipt of your parcel, please check that the contents of the parcel matches the contents as described in the enclosed picking ticket (also detailed on the delivery note that would have been emailed to you upon dispatch). Should an item be missing from your delivery, kindly contact us within 10 days from dispatch or 7 days from receipt to resolve the matter. Should we not hear from you within 10 calendar days of dispatch, we will accept that the parcel and its contents was delivered correctly. Please note that items may sometimes be shipped separately, however, all items on a delivery note/picking ticket and shipped on the same consignment+ number/tracking number, should be delivered at the same time.
Warranty / Returns within the first 10 days.
Please refer to the online advertisement for details of the duration of the warranty on the product. Should you receive your items with the following faults we will happily offer replacement items subject to stock availability.
An incorrect item was shipped to you
If we do not have a replacement item, a refund will be given. If the above applies please contact us within 10 days of dispatch or 7 days of receipt of the item to arrange for it to be replaced. Products must be returned to us within 14 calendar days of the issuance of the RMA (Return Material Authorization).
Configured-to-order, personalised or other customised products may not be returned for refund or exchanged under any circumstances unless such product is Dead on Arrival (see the section below for more detailed information on such Dead on Arrival products). All products must be packed in the original packaging and include any accessories, manuals, documentation and registration that shipped with the product.
Product is Dead on Arrival
For DOA/Damaged Goods products a postal refund is offered to customers, but not to exceed the maximum of the amount paid at the time of placing the order, for the item to be returned to Medshop Australia.
Replacement of DOA products will be at our expense.
All returned goods will be checked by our service department prior to replacement. If no fault is found, the return will be at the customer's expense.
Warranty issues outside the first 10 days.
Warranty issues beyond the initial receipt. Please contact us with details of the problem; often these can be easily resolved through communication without the goods needing to be returned. Telephone support is provided to assist with any technical issues and to minimise on returns. All items returned during this time will be at the customer's expense, return postal costs will be advised at the time of authorization of the return. Please ensure that any warranty documents are retained at time of purchase - certain manufacturers will not cover warranties without these documents being returned to them. A number of suppliers require the warranty item/claim to be made directly to them rather than through Medshop. In these instances you will be advised by our customer service team when a claim is made, to return the item directly to the Australian distributor/manufacturer.
If you have purchased the item and decide that you do not require it, we may offer a refund less a restocking fee of 20% on the cost of the item. Postal costs are not refundable. Returned items in this category must be unused and in "as new"; and "saleable" condition with all original packaging and accessories returned. Refunds will only be paid to the credit card/paypal account that the order was originally generated against.
Postage on the returned goods will be at Buyer's expense, it is advisable to arrange for the goods to be sent registered post or with a tracking number so that missing parcels can be traced. We will not accept COD returns.
Under exceptional circumstances we reserve the right to refuse return of goods. Medshop Australia will not refund items with engraved text unless there has been an error with the engraved text on Medshop's behalf. The customer is responsible for advising the correct engraved text details, Medshop Australia will not refund items on the basis of incorrect engraving when it is the customer's error.
Unwanted goods must be returned to Medshop Australia within 10 business days of receiving goods.
Engraved or Embroidered Goods
Due to the personally customised nature of engraved or embroidered goods, we cannot accept returns on these items unless there has been a fault made on behalf of Medshop Australia.
Warranty periods as stated on the Medshop website are based on the Manufacturers warranty periods, terms and conditions. Terms of conditions differ per product and per manufacturer. Please see the manufacturer's website, or contact a Medshop member of staff for clarifications.
All warranty claims should be made through Medshop unless otherwise stated on the product warranty supplied with the product.
Medshop will in certain instances service outside the warranty period, and warranty terms, this is case dependent and is left to the discretion of Medshop.
Certain products and manufacturers require Medshop to refer all cases of warranty claims. These referrals are designed to ensure that claims are handled efficiently and by the most experienced service professionals.
Should a Medshop referral not be resolved in an acceptable manner please notify us so actions can be taken to ensure the correct levels of service are provided. Medshop prides itself on supporting customers.