Terms of service

These terms set out the rules for using the First Aid Distributions website and for buying from us online. Please read them before you place an order. By using this website, browsing our products, or placing an order, you agree to these terms. If you do not agree, please do not use the site.

Who we are

This website is operated by Australian First Aid Distributions Pty Ltd (ACN 153 377 185, ABN 54 153 377 185), trading as First Aid Distributions. In these terms, "we", "us" and "our" mean First Aid Distributions, and "you" means the person using the site or placing an order.

You can reach us at:

Who can use this site

You need to be at least 18 years old and able to enter into a binding contract to buy from us. By placing an order, you confirm that you meet these conditions. If you are buying on behalf of a business or organisation, you confirm that you are authorised to do so.

Orders, acceptance and pricing

When you place an order, you are making an offer to buy the items in your cart. We accept your order when we despatch the goods to you, and that is the point at which a contract is formed. Receiving an order confirmation email does not mean we have accepted your order. If we are unable to accept your order, in whole or in part, for example if an item is out of stock, we will tell you and refund any amount you have paid for the part we cannot supply.

All prices are shown in Australian dollars and include GST. Delivery charges are shown separately at checkout before you pay.

We try to make sure every price and product detail on the site is correct, but errors can happen. If we find a genuine pricing or description error on an item you have ordered, we will contact you before despatch. You can choose to proceed at the correct price or cancel that item, and if you have already paid we will refund you in full for it.

Payment

Payments are processed securely through Shopify Payments. We do not store your full card number on our systems. Your payment details are handled by the payment provider under their own security standards.

Delivery

We despatch online orders from our Sydney fulfilment centre and offer local pickup at our East Bendigo warehouse. Delivery times, charges and options are set out in our Shipping policy.

Returns and refunds

If you need to return something, or an item arrives damaged, faulty or incorrect, our Refund policy explains how returns and refunds work and the time frames that apply. It sits alongside your rights under the Australian Consumer Law, which are set out below.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Many of the goods we sell are of a kind ordinarily acquired for personal, domestic or household use.

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that you have under the Australian Consumer Law or any other law where doing so would be unlawful.

For goods, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Our liability

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law. Where the goods we supply to you are not of a kind ordinarily acquired for personal, domestic or household use, and to the extent section 64A of the Australian Consumer Law permits, our liability for failure to comply with a consumer guarantee (other than the guarantees in sections 51, 52 and 53) is limited, at our option, to replacing the goods, supplying equivalent goods, repairing the goods, or paying the cost of any of these.

Where the Australian Consumer Law does not apply to a supply, our total liability to you in connection with these terms or the goods is limited to the amount you paid for the goods giving rise to the claim, and we are not liable for any indirect or consequential loss.

Nothing in these terms limits or excludes our liability for death or personal injury, for fraud, or for anything else that cannot be limited or excluded by law.

Product information and no clinical advice

The information on our product pages and across the site is general information only. It is not professional, medical or clinical advice and is not a substitute for advice from a qualified health professional. Always read the label and any instructions supplied with a product, and seek professional advice if you are unsure whether a product suits your needs. In an emergency, call 000.

Some of the products we sell are listed on the ARTG. We do our best to keep product details accurate, but you should rely on the manufacturer's labelling and instructions for clinical use.

Reviews and content you submit

We don't pay for reviews. Where we offer loyalty points for leaving a review, you receive the points whether the review is positive or negative, and we don't hide unfavourable reviews. We publish genuine reviews, positive or negative, and only remove a review where it is unlawful, abusive, off-topic or breaches these terms. The star rating shown reflects the reviews currently published for that product.

When you submit a review, comment, photo or other content, you grant us a worldwide, perpetual, irrevocable, non-exclusive, royalty-free, sub-licensable and transferable licence to use, reproduce, modify, adapt, publish and display that content on our website, in our marketing and advertising, and in connection with our business. You also consent to us using the content without attributing it to you and to us editing, cropping or adapting it, and you agree not to assert your moral rights against those uses. Where your review or photo could reveal a health condition, we will not use it in our advertising without first asking for your specific consent. You confirm that the content is your own, is honest, and does not break any law or any other person's rights.

If you believe a review or other content on the site is unlawful, defamatory or breaches your rights, email us at info@firstaiddistributions.com.au and we will review it and remove it where appropriate.

FAD Rewards

FAD Rewards is our free loyalty program for customers of First Aid Distributions. These terms apply to it alongside the rest of these terms. Program details that change from time to time, such as how many points you earn, the reward menu and any current bonuses, are shown on our FAD Rewards page.

Who can join. FAD Rewards is open to individuals aged 18 or over who have a First Aid Distributions customer account. Business, school, government and club accounts are not eligible. Each person can hold one membership, and points belong to the account that earned them.

Joining and email consent. Membership and our marketing emails go together. When you join, you agree to receive marketing emails from us, and that subscription is a condition of membership. We use it to tell you about your points, your rewards and our products and offers. We handle your information in line with our Privacy policy.

If you unsubscribe. You can unsubscribe from our marketing emails at any time, using the link in any email or by contacting us. If you do, your membership pauses. While it is paused you will not earn points, redeem rewards, receive tier benefits or receive FAD Rewards emails. Your points balance and tier are kept, not cancelled. If you subscribe to our emails again, your membership restarts with the balance and tier you had, less any points that expired in the meantime (see below). Unsubscribing does not affect order and delivery emails, which we send whether or not you are a member.

Earning points. You earn points on eligible purchases from our website and our East Bendigo store, at the rate shown on the FAD Rewards page for your tier. Points are earned on the amount you pay for products after any discount, not on delivery charges or GST. You may also earn bonus points, such as a birthday bonus or points for leaving a review, as shown on the FAD Rewards page. Review points are given whether your review is positive or negative. If you return goods or receive a refund, we will remove the points earned on the refunded amount.

Tiers. Every member starts as a Rewards Member. Once your lifetime spend with us reaches the threshold shown on the FAD Rewards page, you move up to Rewards Plus automatically and earn points at the Plus rate. Once reached, Rewards Plus status is kept.

Using points. You can exchange points for the rewards on the reward menu on the FAD Rewards page. When you redeem, you receive a single-use discount code linked to your account, which you apply at checkout. Reward codes expire two months after they are issued and cannot be combined with other discount codes. Some rewards have a minimum order value, which we show beside the reward on the FAD Rewards page. Product rewards are subject to stock. If a product reward is unavailable, we will offer a reward of similar value or return your points.

Referrals. Members can share a referral link. When a friend makes their first order using it, they receive a discount on that order and you receive a discount on your next order, as shown on the FAD Rewards page. Any minimum order value on a referral discount is shown on the FAD Rewards page.

Points have no cash value. Points and rewards cannot be exchanged for cash, transferred to another account or sold, and are not refundable.

Expiry. Points expire if your account has 12 months with no earning activity. This applies whether your membership is active or paused, so points can expire while your membership is paused. We aim to email you before your points expire while your membership is active.

Misuse. We may suspend a membership, cancel points or refuse a reward where we reasonably believe points were earned or used by fraud, through a mistake on our part, or in breach of these terms. Where we do, we will tell you why.

Changes to FAD Rewards. We may change the earn rates, tiers, bonuses or reward menu. We will give members at least 30 days' notice by email and on the FAD Rewards page before a change that reduces the value of points you already hold. Points you have already earned keep counting toward the rewards on offer during that notice period.

Ending FAD Rewards. We may end FAD Rewards by giving members at least 30 days' notice by email and on the FAD Rewards page. You can redeem your points during that notice period, and any points not redeemed by the end date will expire without payment. You can leave FAD Rewards at any time by contacting us. If you leave, your points are cancelled.

Your consumer rights. Nothing in the FAD Rewards terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law. That includes your rights on any goods you get as a reward.

Using the site

The content on this site, including text, images, logos, product descriptions and design, belongs to us or our suppliers and is protected by law. You may use the site for your own personal or internal business purposes, but you must not copy, republish or use our content for commercial purposes without our written permission. Use of our product descriptions, images or other content to advertise, list or sell goods, including by a reseller or competitor, is a commercial use and is not permitted.

You agree not to misuse the site, including by interfering with its operation, attempting to gain unauthorised access, introducing harmful code, or using it for any unlawful purpose.

Links to other websites

Our site may link to websites run by other people. We provide those links for convenience only. We do not control those sites and are not responsible for their content, products or privacy practices.

NDIS

First Aid Distributions is a registered NDIS provider, registered to supply assistive products for household tasks and assistive products for personal care and safety. We supply products only. We are not a clinical or therapeutic support provider and we hold no clinical or care records. We can invoice for participants whose plans are self-managed, plan-managed or NDIA-managed. Whether a particular product is a claimable support under a plan is a decision for you and your plan manager, not us, and we do not advise that a product can be claimed. We collect an NDIS participant number only to invoice through the NDIS pathway and treat it as a government identifier: we do not adopt it as our own identifier and we do not hold your NDIS plan. Registration is not endorsement; we are not endorsed by or affiliated with the National Disability Insurance Agency.

Privacy

We handle your personal information in line with our Privacy policy. For any privacy questions or requests, email privacy@firstaiddistributions.com.au.

Changes to these terms

We may update these terms from time to time. Changes to FAD Rewards are also covered by the FAD Rewards section above. The version published on this page is the one that applies to your order at the time you place it. We recommend checking this page before you buy.

Governing law

These terms are governed by the laws of Victoria, Australia, and you and we submit to the courts of that state.

Contact us

For any questions about these terms or your order, get in touch:

  • Australian First Aid Distributions Pty Ltd (ACN 153 377 185, ABN 54 153 377 185), trading as First Aid Distributions
  • 205 Murphy Street, East Bendigo VIC 3550
  • Phone: 03 5443 2239
  • Email: info@firstaiddistributions.com.au
  • Monday to Friday, 9am to 5pm AEST