We deliver most non-bulky orders by express service with StarTrack or Australia Post. Delivery to metro areas is generally next business day for in-stock items; regional areas and WA may take longer. For current transit times, see the StarTrack delivery times and Australia Post delivery speeds pages.

Orders over $1,000 are always shipped with StarTrack.

Bulky items, and products not stocked in our QLD warehouse, may take 10 – 20 working days depending on availability. For bulky freight we may use another delivery provider; where we do, we will advise you and provide a quote before dispatch. Otherwise, all orders are sent with StarTrack or Australia Post only.

Same-day delivery can be arranged for in-stock items at additional cost (price on application), within a reasonable distance of our warehouse and limited metro coverage. Same-day delivery is not available to WA.

We provide delivery status updates for all orders, including the delivery courier and tracking number. You can find this information on your account page.

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. Estimated delivery times are in business days (Monday through Friday), excluding public holidays. If your Product has not arrived after the estimated delivery time, please contact us here.

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.

If you change your mind about a purchase or make an incorrect choice, we may at our discretion offer a credit or refund on unused goods returned in new condition and in their original unopened packaging. Requests must be made within seven (7) days of the date of invoice, quoting the invoice number and date, and returns require our prior written approval. A restocking fee of 30% of the invoice value applies and return freight is at your cost.

Special Order (Indent) Items - goods we do not hold in stock and procure specifically to fulfil your order - cannot be returned for change of mind. See our Terms & Conditions for details.

None of the above applies to faulty goods. 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.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or a refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in these Terms and Conditions or in this policy excludes, restricts or modifies those rights.

For more information about your rights as a consumer, see the ACCC website at accc.gov.au - consumer rights and guarantees.

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 or a consumer guarantee, 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.

If you find a defect in a Product shortly after delivery and before you have used it substantially (as a guide, within the first 14 days after delivery), you should notify Zone Medical and your claim will be treated in the same way as a DOA product (see “Dead On Arrival Products”). This period is a guide only and does not limit your rights under the Australian Consumer Law.

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 manufacturer's warranty, usually a standard 1 year warranty on most products. Your rights under the Australian Consumer Law operate alongside, and are not limited by, any manufacturer's warranty - the consumer guarantees may continue to apply after a warranty period has ended, for as long as is reasonable given the cost and quality of the Product. If you believe your Zone Medical product has not given you the value expected, please contact us for assistance.

We encourage the notification of claims within 14 days.

Where claims are made more than 14 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 the appropriate remedy under the Australian Consumer Law - a repair, replacement or refund depending on whether the failure is major.

If the Product is deemed by Customer Service NOT to be LD, and is not covered by a warranty or a consumer guarantee, Zone Medical may decline the claim.

A Return Authorisation (RA) number is required for all returns, including 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. Please do not return a Product without an RA - it ensures your return is identified and processed promptly. The Product should be returned to Zone Medical within 30 calendar days of the issuance of the RA where possible. Where possible, all Products should be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product.

This process does not limit your rights under the Australian Consumer Law.

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. Where a Product fails to meet a consumer guarantee under the Australian Consumer Law, Zone Medical will pay the cost of returning it to us.

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.