Refund policy

We want you to be happy with your order. You have 30 days from the date you receive your items to start a return.

How to start a return

Email us at info@firstaiddistributions.com.au or call 03 5443 2239 before sending anything back. We will confirm your return and give you the details you need. Items sent without prior return authorisation cannot be accepted.

Approved returns go to: First Aid Distributions, 205 Murphy Street, East Bendigo VIC 3550.

Return shipping is at your own cost, and we recommend a tracked service so your parcel can be followed.

If you are local, you can also return items in person at our East Bendigo store, Monday to Friday 9am to 5pm AEST, for an immediate refund or exchange.

Return conditions

To be accepted, items must be unopened, unused, in their original packaging with tags intact, and sent with your receipt or proof of purchase, unless the item is faulty. These conditions apply to change-of-mind returns and do not affect your consumer guarantees.

Worn medical and personal items

For hygiene reasons, compression stockings and similar worn or intimate medical items cannot be returned or refunded once they have been worn or used. Unworn items in sealed original packaging can be returned within the 30-day window. This applies to change-of-mind returns, unless the item is faulty, and does not affect your consumer guarantees.

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If anything is damaged, faulty, or not what you ordered, contact us straight away at info@firstaiddistributions.com.au so we can sort it out for you.

Recalls and safety alerts

If a product you bought from us is recalled or subject to a safety alert, please stop using it straight away and contact us at info@firstaiddistributions.com.au or on 03 5443 2239. Recall returns are handled separately from the process above: the 30-day window and the unopened and unused conditions do not apply. We will arrange the return, refund or replacement of a recalled item at no cost to you. Where the recall is run by the product's manufacturer or sponsor, we will pass on their instructions and arrange the remedy they have set, at no cost to you. This does not limit any remedy you have against us under the Australian Consumer Law.

Items we cannot accept for change-of-mind returns

This does not affect your consumer guarantees. If an item is faulty, see the section above.

For health and safety reasons, some items cannot be returned for change of mind, unless the item is faulty. This does not affect your consumer guarantees. These items are:

• Perishable goods
• Opened personal care items
• Custom or personalised products
• Hazardous materials, and flammable liquids or gases
• Sale items and gift cards
• Recalls and safety alerts are handled under the recall section and are not limited by this list.

If you are not sure whether your item qualifies, get in touch before you return it.

Exchanges

The quickest way to get the item you want is to return the original for a refund once it is accepted, then place a new order for the replacement.

Refunds

Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are processed back to your original payment method within 30 days. Your bank or card provider may take a little longer to post the funds.

If 30 days have passed since we approved your refund and you have not received it, email us at info@firstaiddistributions.com.au and we will chase it up.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. These rights apply even to sale items, and these rights apply regardless of any time limit or condition stated above.