If you change your mind about a purchase or make an incorrect choice, we will provide you with a store credit for unopened products within 14 days of delivery. This excludes all delivery costs.
If the Product is damaged or Dead on Arrival, Dead Soon After Arrival or a Later Defect Product, we have indicated below what you should do and how Zone Medical will respond to the problem.
Zone Medical will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.
For further assistance with product returns, please Contact Us
Statutory Conditions and Warranties
Statutory conditions and warranties apply. Nothing in these Terms and Conditions excludes the application of those statutory conditions and warranties.
For more information about your rights as a consumer, see the ACCC website at www.accc.gov.au or download a free copy of the Warranties and Refunds Guide at http://www.accc.gov.au/content/index.phtml/itemId/322947.
Dead On Arrival Products - "DOA"
A Zone Medical Product is considered DOA if it shows symptoms of a failure, or is discovered to be broken or defective when first taken from its packaging.
A Zone Medical Customer Service Representative will provisionally determine whether the Product is DOA. Where a Product is provisionally determined as DOA we will arrange to provide a full refund or a replacement product, depending on your choice.
Where Zone Medical has provisionally determined that a Product is DOA, return shipping will be arranged at the expense of Zone Medical.
If the Product is deemed by Customer Service NOT to be DOA, and is not covered by a warranty, Zone Medical may refuse to replace the Product or give you a refund for the Product.
When a Product is replaced, your replacement Product becomes your property and the returned DOA Product becomes our property. Replacement Products are provided with the same warranty as the returned Product.
When a refund is given, the returned DOA Product becomes our property.
Dead Soon After Arrival Products - "DSAA"
If you find a defect in a Product within a reasonable time after delivery and before you have used it a lot (14 days as a rule of thumb) you should notify Zone Medical and your claim will be treated in the same way as a DOA product (see "Dead On Arrival Products").
Later Defect Products - "LD"
If the Product is not DOA or DSAA and you find that the Product has a defect or a problem within a reasonable time during which it should not have that defect or problem, it is a LD Product.
A reasonable time is the amount of time that is reasonable to expect, given the cost and quality of the item and the amount and type of usage.
Zone Medical passes on any manufactures warranty, usually a standard 1 year warranty on most products. Zone Medical realises that there may be exceptions and understands that a product must be of reasonable quality and fit for purpose. If a customer believes that their Zone Medical product has not given them the value expected within the year after purchase, please contact us for assistance. Zone Medical will then determine whether to organise a repair, make a refund or provide a replacement.
We encourage the notification of claims within 30 days.
Where claims are made more than 30 days after delivery, we will need full details about the way the LD Product has been used and it may be necessary for us to make further inquiries.
When a claim for a LD is made, a Zone Medical Customer Service Representative will provisionally determine whether the Product is LD. Where a Product is provisionally determined as LD we will arrange to organise a repair, provide a replacement product or a refund.
If the Product is deemed by Customer Service NOT to be LD, and is not covered by a warranty, Zone Medical may refuse to replace the Product or give you a refund for the Product.
Where a refund is given for a LD product, it may be given as a Refund Credit to Your Account.
The delivery time for replacing the Product will be the same as stated for the original Product.
Replacement Products are provided with the same warranty as the returned Product.
Return Authorisation Number - A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds.
Where Customer Service has provisionally determined that a Product is DOA, DSAA or LD, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to Zone Medical within 30 calendar days of the issuance of the RA. Where possible, all Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.
Organising the Return of DOA Products
DOA, DSAA and LD Products must be returned whenever we agree to provide you with a refund or replace the Product.
Where you received a DOA, DSAA or LD Product by courier, Customer Service will email you a PDF voucher containing an RA which you must affix to the product. Zone Medical will pay for returned DOA or DSAA items automatically if you notify us of your claim within 30 days of delivery.
When a Replacement Product is arranged:
- A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned DOA, DSAA or LD Product.
- The delivery time for the replacement Product will be the same as stated for the original DOA, DSAA or LD Product.
- Replacement Products are provided with the same warranty as the DOA, DSAA or LD Product from the date the original product was first installed or delivered, whichever is later.
Delivery time generally takes up to 10 working days from the date of order. From time to time there may be delays due to excessive demand or other issues outside of our control, Zone Medical will endeavour to keep you informed of any delays and updated ETA.
The estimated delivery times are in business days (Monday through Friday) excluding Public holidays.
Although every effort is made to ship your Order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control. If your Product has not arrived after the estimated delivery time, please contact us here.
We encourage you to visit the Customer Dashboard section on our website to view the delivery status of your Products.
Unless otherwise agreed by us, we will deliver your Products to the address indicated on your Order Confirmation. Where delivery is by our courier service and no-one is available to take delivery, they will leave a card requesting you to telephone them to arrange a suitable time and date for delivery.
We will use our reasonable efforts to deliver your Products to you within the estimated delivery time indicated on your Order Confirmation; however, we do not guarantee that we will deliver within this time frame.