Cancellation, Return & Exchange Policy
Modified: 15 August 2023
HAINES MEDICAL AUSTRALIA PTY LTD ABN 12 109 867 058 including any of its subsidiary companies (“Haines Medical”) will process the cancellation of an order or the return or exchange of purchased goods subject to the terms and conditions below.
1. CANCELLATION OF ORDERS
Haines Medical, at its discretion, provides for cancellation of orders of goods that have not been 1) custom-made, 2) specially ordered from a supplier due to high value and/or volume, or 3) shipped at the time the cancellation was requested, as outlined below:
An order placed for a custom-made product cannot be cancelled once production of the item commences. If cancelled, the full value of the order will remain payable by the purchaser.
An order for stock not on hand due to high value and/or volume cannot be cancelled once the stock procurement process has started. If cancelled, the full value of the order will remain payable by the purchaser.
Any order that has already been collected by our logistics partner for shipping can no longer be cancelled. If cancelled, the full value of the order will remain payable by the purchaser.
An order that does not meet the criteria of sections 1.1, 1.2 or 1.3 may be cancelled at Haines Medical's discretion with no further amount payable by the purchaser.
2. RETURN & EXCHANGE OF PURCHASED GOODS
Subject to the terms and conditions outlined below, Haines Medical will accept the return of goods or exchange for replacement goods in circumstances where:
The goods were defective or delivered in error by Haines Medical and the customer has notified Haines Medical within thirty (30) days of delivery or discovery of a defect in the goods;
The goods were delivered by Haines Medical as ordered by the customer and the customer has notified Haines Medical of an ordering error or ‘change of mind’ within fourteen (14) days of delivery of the goods;
The goods were damaged in transit. Please note that where damage is evident, it is to be noted on the customer’s copy of the delivery documentation and countersigned by the delivery driver;
The goods are not custom-made. Goods ordered to meet customer specific requirements or quantities will not be accepted for return unless they were defective at the time of supply;
The goods are not PVC mattress covers. Due to the nature of the product and precise measuring required, returns and exchanges will not be issued unless defective at the time of supply.
3. REQUIREMENTS OF RETURNED GOODS
All returned goods must comply with the following conditions:
Goods must be in their original undamaged packaging, unopened, unmarked, unlabelled to a specific order and otherwise in saleable condition and in their original packaging units of authorised quantities and batch numbers. The goods are required to be returned in a clean, decontaminated and, wherever possible, sterile condition in accordance with AS/NZS4187: “Reprocessing of reusable medical devices in health service organisations”;
Goods must have a remaining expiry date of six (6) months or more unless otherwise agreed with a Haines Medical representative;
A clear reason for return of the goods must be provided;
All returns of goods requested from Haines Medical must have a Goods Return Authorisation (GRA) number, obtained from Haines Medical's Business Support Department by telephone or email. The issuing of a GRA number is not an indication that the returned goods will be accepted or a credit will be issued. Goods are to be returned within ten (10) business days of GRA number issue date.
Goods for return must be shipped to Haines Medical Australia, 26 Heath Street, Lonsdale, South Australia 5160.
Unless the goods were defective at the time of supply or damaged in transit, Haines Medical reserves the right to reject any goods which do not comply with the above listed requirements.
4. COSTS ASSOCIATED WITH GOODS ORDERED IN ERROR
All costs applicable to a return of goods ordered in error are the responsibility of the customer. Haines Medical reserves the right to deduct from any credit the full amount of any freight or shipping charges included in the original invoice or incurred upon a dispatch of replacement goods.
5. DEFECTIVE OR FAULTY GOODS
Where goods are claimed to be defective or faulty, goods should be isolated and Haines Medical's Business Support Department advised of the alleged defect via office(at)hainesmedical.com.au. The goods will be evaluated and if deemed defective, a credit will be issued.