Refund policy
At DefibsPlus, we are committed to providing high-quality, reliable emergency equipment and supporting our customers with products they can trust. If you need to return a product or request assistance with an order, please contact our team and we will work with you to resolve the issue.
This Returns & Refunds Policy applies to purchases made through DefibsPlus.
Returns
We accept returns for eligible products where:
- The product is unused, unopened, and in its original packaging.
- The return request is made within 14 days of receiving your order.
- The product is in a resalable condition.
- Proof of purchase is provided.
To request a return, please contact our team with your order details and reason for the return before sending any items back.
Products must not be returned without prior approval from DefibsPlus.
Non-Returnable Products
Due to the nature of emergency and medical equipment, certain products cannot be returned if they have been:
- Opened, used, activated, or removed from sealed packaging.
- Personalised, customised, or configured specifically for a customer.
- Subject to expiry, contamination risk, or safety requirements.
This may include defibrillator consumables, replacement pads, batteries, accessories, and emergency response items where packaging seals have been broken.
Faulty or Damaged Products
If your product arrives damaged, faulty, or not as described, please contact us as soon as possible.
We may request:
- Photos or details of the issue.
- Your order number.
- Information required to assess the product condition.
Where a product is confirmed to be faulty, DefibsPlus will arrange an appropriate resolution, which may include repair, replacement, or refund in accordance with Australian Consumer Law.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will:
- Be processed back to the original payment method.
- Exclude original shipping costs
- Be processed within a reasonable timeframe after approval.
Refund processing times may vary depending on your payment provider.
Warranty Claims
Products supplied by DefibsPlus may be covered by manufacturer warranties.
If you believe your product has a warranty issue, please contact us with your order details and we will assist with the next steps.
Return Shipping
Customers are responsible for ensuring returned products are packaged securely to prevent damage during transit.
DefibsPlus is not responsible for items lost or damaged during return shipping unless the issue was caused by our error.
Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Customers may be entitled to remedies where products are faulty, unsafe, significantly different from descriptions, or do not meet consumer guarantees.
Contact Us
For any returns, refunds, or product support enquiries, please contact:
DefibsPlus
Email: info@defibsplus.com.au