Cancellation, Return & Exchange Policy

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' discretion with no further amount payable by the purchaser.

 The goods were defective or delivered in error by Haines and the customer has notified Haines within thirty (30) days of delivery or discovery of a defect in the goods;

The goods were delivered by Haines as ordered by the customer and the customer has notified Haines of an ordering error or ‘change of mind’ within fourteen (14) days of delivery of the goods, subject to the conditions outlined in Section 4 of this policy;

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 will not be accepted for return unless they were defective at the time of supply;

The goods are not WipeClean® Mattress Covers. Due to the nature of the product and the precise measuring required, returns and exchanges will not be issued unless defective at the time of supply.

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 representative;

A clear reason for return of the goods must be provided;

All returns of goods requested from Haines must have a Goods Return Authorisation (GRA) case number, obtained from Haines’ Customer Service 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 case number issue date. 

Goods for return must be shipped to Haines Medical Australia, 26 Heath Street, Lonsdale, South Australia 5160.