Refund & Returns Policy

At Elora Medical Supplies, customer satisfaction is important to us. We comply with the Australian Consumer Law (ACL), which provides consumers with guarantees that cannot be excluded.

Change of Mind Returns

If you change your mind, you may request a return within 14 days of receiving your order, provided that:

the item is unused and unopened;
it remains in its original packaging;
it is in resalable condition; and
proof of purchase is provided.

Customers are responsible for return postage costs for change-of-mind returns. Original shipping charges are non-refundable.

Products That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns of:

Opened or used medical products
Continence products
Nutritional products and enteral feeding products
Personal care products
Compression garments
Custom-made or specially ordered products
Any item where return is restricted for health or safety reasons

This does not affect your rights under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incorrect or does not meet consumer guarantees, please contact us as soon as possible.

Depending on the circumstances, we will arrange an appropriate remedy, which may include:

replacement;
repair;
refund; or
exchange,

in accordance with Australian Consumer Law. Please provide your order number, photographs (where applicable) and a description of the issue to help us resolve your request promptly.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

If the failure is minor, we may choose to repair or replace the product within a reasonable time.

Contact Us

To request a return or discuss a warranty claim, please contact our Customer Support Team before returning any products.