Refund Policy

Haines Medical Australia


 Subject to the terms and conditions outlined below, Haines Medical Australia (hereby referred to as HMA) will accept the return of goods or an exchange for replacement goods in circumstances where:

    • the goods were defective or delivered in error by HMA and the customer has notified HMA within thirty (30) days of delivery or discovery of a defect in the goods;
    • the goods were delivered by HMA as ordered by the customer and the customer has notified HMA 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 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.
  1. All returns of goods requested from HMA must have a Goods Return Authorisation (GRA) number, obtained from HMA’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.
  2. All costs applicable to a return of goods ordered in error are the responsibility of the customer. HMA 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.
  3. 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 remaining expiry dating of six (6) months or more unless otherwise agreed with a HMA representative;
    • a clear reason for return of the goods must be provided;
    • goods for return must be shipped to Haines Medical Australia, 26 Heath Street, Lonsdale, South Australia 5163.

Unless the goods were defective at the time of supply or damaged in transit, HMA reserves the right to reject any goods which do not comply with the above listed requirements.

  1. Where goods are claimed to be defective, goods should be isolated and HMA’s Business Support Department advised of the alleged defect. The goods will be evaluated and if deemed defective, a credit will be issued.
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