Overview
Customer satisfaction is of paramount importance to us at Australian Surgical Supplies Pty Ltd.
We offer a 30-day refund and returns policy for damaged or defective products, as well as products which have not satisfied your expectations.
To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging.
To complete your return, we require evidence of a receipt, paid invoice, or proof of purchase.
For all refund and return enquiries, contact us at orders@auss.au.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This refund process may take up to two weeks.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company – it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@auss.au.
Sale items
Sale items will be refunded for the sale price which you purchased the item for – not its original (non-discounted) price.
Incorrect shipping information provided by the client
In the case that an incorrect shipping address has been provided by you during the checkout process, we will not offer a refund or free replacement of the item.
If the shipping address was an error on our part (and you did not receive your purchased product), we will replace the item for you for free and send it to you at no additional cost.
Exchanges
All items undergo a strict quality control assessment prior to shipping to customers.In the event that an item becomes damaged during the shipping process, feel free to contact us via orders@auss.au with an attached image of the damaged product and packaging as evidence. We will only replace items if they are defective, damaged, or have not satisfied your expectations.
Once evidence of the damaged goods has been provided, a company postal address will be provided for you to return the damaged item to via post, at your cost. We will then send a replacement for the damaged item (or you may exchange this for another item valued at the same price) at no further cost to you.
Shipping returns
To return your product, contact us at orders@auss.au and we will send you the postal address for our company.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refunded amount.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at orders@auss.au for questions related to refunds and returns.
Thank you for supporting our business!