Refund and Returns Policy

Warranty and Refund Policy

 

Coastcare Medical Equipment; Warranty and Refund Policy 2023 
 
Our company strives to provide our customers with the best quality medical equipment for hire and sales. However, we understand that sometimes the equipment may not meet your expectations or may not be suitable for your needs. Therefore, we offer a refund and warranty policy to ensure customer satisfaction. Our Refund and warranty policy meets the requirements as set out by the Australian Competition and Consumer Commission – Click here to view the ACCC guidelines 

Change of Mind Refund:   To qualify for a refund, you must return the goods within seven (7) business days of the purchase date and provide proof of purchase to one of our stores. Coastcare will only accept “Change of Mind” within (7) business days of the date of purchase, where the item is returned in full packaging. The item must be returned in the same condition that it was purchased in and in their original undamaged packaging with all product tags still intact.

Please note that certain medical rehabilitation equipment products which are used in a way or environment that would create OH&S and hygiene risks are not refundable. This includes any products that may have been soiled or exposed to biological contamination. This also includes but is not limited to goods; such as shower stools/chairs, over toilet aids, crutches, bath boards, shower/transporter commodes, commodes, toilet seat raisers, air mattresses, foam mattress, overlays and compression hosiery etc., cannot be returned if they have been used by the consumer, unless a product fault is present and/or identified.

Custom Orders: A Custom Order is defined as a product which is specifically made for you OR a product which is ordered in from our supplier on your behalf. Products that have been purchased-in specifically for the Customer or user and would not normally be held in stock by Coastcare as part of Coastcare’s range may not be returned unless upon request Coastcare’s supplier accepts the return from Coastcare. Coastcare will endeavour to procure such acceptance within a reasonable time. If you have purchased a custom item such as a recliner this will not be refunded under our “Change of Mind policy” as this item has been specifically manufactured to meet an individual’s requirements. The best advise we can give is before finalising your selection, please feel free to ask our Sales Team further questions about the fabric and finishes, or for additional photographs to ensure your selections are perfect for your home. We will of course honour returns due to faults. 

For purchases prescribed by an Occupational Therapist and where an order has been approved by a funding body – Coastcare will not refund this item as part of our “Change of mind policy.”

Additionally, the following items cannot be returned unless their product packaging remains sealed and un-tampered: underpants, Hipsavers, Kylies (including chair pads), transfer belts, body assist support range, cam walkers, pro-cast and post-op shoes, pillows and cushions (including Silicore cushions), urinals and bed pans, bath mats, sheepskin range, Silicore heel booties, TENS machine electrodes, TENS machines, Nebulisers, mattress overlays, Gelbo and Dermasaver range, bedding, tubular padding, air mattresses, foam mattresses, and safety matting. 

  • We offer exchanges (subject to stock availability) or refunds (subject to the Restocking Fee described below) of products for change of mind where we determine (at our absolute discretion): 

  • The products are in their original condition and have not been used, worn, damaged, tampered with, washed, altered, connected, installed or attempted to be connected or installed;

  • The products are not sale items, special buy products or gift vouchers;

     

  • The products are not made-to-order products including scripted equipment (examples: scripted wheelchairs, scripted commodes) or made-to-measure equipment such as bespoke recline chairs. 

Provided the requirements set out above are met, where you have chosen a refund, we may, at our discretion, charge a 30% restocking fee. In other words, you will be refunded for 70% of the cost of the product.  You may also incur additional administration charges.

We will not cover the costs of delivery or re-delivery for a change of mind return. You must cover these yourself.  If your purchase included free delivery, the original outbound delivery cost will be deducted from your refund.

Inspection of Goods: All items must be thoroughly inspected on delivery and any damages must be reported & photographed as soon as receiving & an email sent to purchase@coastcaremed.com.au. We will not be responsible for any damages unless we are notified within a 48-hour time frame. 

 

 

Warranty: 

A warranty period is specific to each product and its parts as determined by the manufacturer. 

If you have a minor problem with the item you purchased, Coastcare reserves the right to offer repair to fix the problem initially. The cost of the repair is covered by Coastcare. If we are unable to fix the item, then we will offer a refund or replacement of the product. 

Where an item is deemed unsafe, very different from its description, can’t be used for its normal purpose. Coastcare will offer to repair, refund or replace with similar/same product. 

Additional Information as quoted from the ACCC: 

Occasions when consumers aren’t entitled to a repair, replacement or refund – As quoted from the ACCC go to the following website for more information:  https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel#toc-basic-rights-when-buying-a-product-or-service- 

 

Consumers are not entitled to a repair, replacement or refund under the consumer guarantees if: 

  • they got what they asked for but simply changed their mind, found the product cheaper somewhere else, or decided they didn’t like the purchase or had no use for it. However, if a business has a ‘change of mind’ policy, they must follow it. 

  • the problem with the product was caused by the consumer misusing it 

  • they knew of or were made aware of the problem with the product before they bought it (but they may be entitled to a repair, replacement or refund for a different problem with the product that wasn’t made clear to them before they bought it) 

  • asked for a service to be done in a certain way against the advice of the business 

  • the problem with a service was caused by the actions of someone other than the business. 

 

Items too heavy or difficult to bring into store 

Where the item is deemed too heavy or oversized for the customer to return to store themselves (examples include hospital beds, recliners, hoists, and larger scooters/powerchairs). Coastcare will liaise with the customer to arrange a courier or technician to retrieve or visit to assess the item in situ, whichever is the most appropriate and cost effective course of action. As every situation is unique we will work with the customer to make sure the repair experience runs as smoothly as possible. 

Coastcare is responsible for covering the costs associated with returning large/heavy items that have been assessed for repair. If the business deems that the product returned does not in fact have a problem, Coastcare is entitled, according to the ACCC, to charge the consumer for the cost of collection and inspection of that item and return of item to customer. 

Interstate: 

If the item is located interstate then we will work with one of our associated counterparts to arrange a third party repairer to visit and repair the item on our behalf. Again if deemed a warranty then all the associated costs fall to Coastcare responsibility. 

 

Warranty Process:  

To initiate the warranty process, you need to follow these steps 
 
– Contact our customer service team and explain the reason for the warranty or replacement request. 
– Our team will evaluate your request and inform you of the “eligibility” status.  
– If your request is “eligible”, we will provide you with the details of the closest branch that you can return the item to. If the item was purchased online or you are in a remote location the item can also be posted to us. 
– Once we receive the product, we will inspect it and process the refund within 10 business days. 

– If we receive the item and determine that the fault lies with Coastcare or one of our manufacturers, we will refund you the relevant costs, this includes any postage or freight fees incurred.  

For more information regarding repairs and warranties – please refer to the repair policy on our website. 

If you have any further questions about Coastcare’s refund policy, please contact us at contactus@coastcaremed.com.au 

 

Coastcare Medical Equipment: Repairs Policy 2023.

At Coastcare Medical, we endeavour to provide our customers with the highest quality products and services. We understand that equipment repairs can be costly and time-consuming, which is why we have developed a comprehensive repairs policy to ensure that our customers are fully informed and satisfied with our repair services.

 

Call-out fees – Servicing and Maintenance Repairs For all repair services, a call-out fee will apply. This fee covers the cost of our technician’s travel time to your location. The call-out fee will be determined based on the distance travelled to your location and the complexity of the repair required. The call out fee must be paid by the customer prior to the technician’s visit. Call out fees start from $75.00.

 

NOTE – Call out fee includes the first 15 minutes of technician time onsite. Minor issues like brake adjustments etc may be able to be completed.

(please note that where a repair is deemed a warranty then all technician expenses, will be refunded in full to the customer)

We offer a range of repair services for both hire and sales items, including preventative maintenance, servicing, and test and tag. Our technicians are highly trained and experienced in repairing a wide range of medical equipment, including but not limited to: Scooters, recliners, hoists and hospital beds.

We understand that equipment downtime can be detrimental to a person’s mobility and care, which is why we strive to provide fast and efficient repair services. Our technicians will diagnose the issue and provide a detailed quote for the repair costs. We will always provide with a quote on how much the repair will cost prior to work being completed. Once approved in writing, we will complete the repair as quickly as possible to minimize your equipment downtime.