30-Day Product Quality Guarantee
Our 30-Day Product Quality Guarantee is our commitment to help resolve product quality problems during the first 30 days after delivery. If your product arrives damaged, is faulty or defective, or does not work as it should, contact Rapid Medical Supplies so we can assess the issue and arrange the appropriate remedy in accordance with Australian Consumer Law.
This is a product quality guarantee, not an unrestricted 30-day trial or change-of-mind return offer. Change-of-mind requests are addressed in our Returns Policy. Our separate compassionate returns and price protection arrangements are explained below.
Your rights continue beyond 30 days
Your Australian Consumer Law rights are not limited to 30 days. They apply independently of this guarantee and any manufacturer's warranty, and continue for a reasonable period depending on the product, its price and other relevant circumstances. Please contact us if a problem arises after the first 30 days.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
How we assess and resolve a product problem
We may reasonably assess the product to understand the problem and determine the appropriate remedy. This may involve discussing the issue with you, requesting relevant information, troubleshooting where appropriate, or arranging an inspection.
Your statutory rights are not excluded simply because a product is on sale, has been opened or used, is hygiene-sensitive (including oxygen equipment), or is a custom or special-order item. This guarantee does not cover damage caused by misuse or an accident after delivery, or ordinary wear and tear; these conditions do not limit any rights you have under Australian Consumer Law, including rights relating to durability.
How to get help
Email hello@rapidmedicalsupplies.com.au or call 1300 758 613. Please provide your order number or other proof of purchase and describe the issue. Photos or a short video can help us assess it where practical.
Please contact us before sending the product back so we can provide the appropriate return or collection instructions. For a confirmed product fault, we will cover reasonable return costs as required by Australian Consumer Law. Email any relevant freight receipts to our team to request reimbursement. No restocking fee applies to a refund required under Australian Consumer Law. If assessment may involve a charge because no product fault is found, we will explain the potential costs beforehand.
Guarantee provider: Magic Web Group Pty Ltd, trading as Rapid Medical Supplies, Unit 1, 3–9 Octal Street, Yatala QLD 4207. Visits are by appointment only; please obtain return instructions before sending goods to this address.
The benefits of this guarantee are in addition to your other rights and remedies under Australian law. Read more about your rights under Australian Consumer Law.
Updated 30th September 2026
Compassionate Returns in Exceptional Circumstances
We understand that life does not always go to plan. Unexpected circumstances beyond your control can significantly change your needs and mean that a product is no longer required.
In these situations, Rapid Medical Supplies may consider a return and refund on compassionate grounds, as a discretionary exception to our usual change-of-mind returns policy. Each request is considered individually, taking into account the circumstances, the product's condition and any relevant health, hygiene and safety considerations. Approval is not automatic.
Refund amount and restocking fee
Where a compassionate return is approved under this policy, we may offer a refund of the price paid for the returned product, less a 20% restocking fee. This means the product refund will be 80% of the price actually paid for that product, after any discounts.
The restocking fee contributes towards costs associated with supplying and accepting the return of the product, including original outbound freight costs already incurred, order processing and administration, warehouse handling and labour, inspection and restocking. We will confirm the refund amount and any return freight arrangements or charges in writing before you decide whether to proceed.
How to request a compassionate return
Please email hello@rapidmedicalsupplies.com.au with your order number, a brief explanation of the circumstances, and details of the product's condition, use, packaging and accessories. Please contact us before sending an item back so we can confirm whether the return is approved and provide the appropriate return instructions.
Your consumer rights remain unchanged. This discretionary policy and its 20% restocking fee apply only where you are not otherwise entitled to a refund under Australian Consumer Law or another applicable guarantee. The fee does not apply to refunds required under Australian Consumer Law. Nothing in this section excludes, restricts or replaces your statutory rights, limits those rights to 30 days, or changes a refund or return arrangement we have already agreed with you.
30-Day Price Protection — If Our Price Drops, We Refund the Difference
Buy with confidence, knowing you're protected if our price drops after your purchase.
If you buy an item from Rapid Medical Supplies and we lower its advertised price on our website within the first 30 days after delivery, whether through a sale or a pricing change, we will refund the difference between the product price you paid and the lower price.
Keep your product and enjoy the savings. No return is required, and no restocking or administration fee applies to a price-protection refund.
How our price guarantee works
- The lower price must be offered by Rapid Medical Supplies for the same product, model, variant and package inclusions.
- We compare the amount you actually paid for the product, after discounts, with our lower advertised product price on the same GST basis. Delivery charges are separate from the product-price comparison.
- Sale prices and reductions to our regular prices are included. The price reduction must occur within 30 days after you receive the product.
- If you have already received a price adjustment, any further refund will be calculated from your adjusted product price to avoid refunding the same difference twice.
How to claim your refund
Email hello@rapidmedicalsupplies.com.au with your order number and a link or screenshot showing the lower RMS price and when it was available. We will check your order and the price reduction, confirm the difference, and refund it to your original payment method.
For example: if you paid $500 for a product and we reduce its price to $450 within 30 days of delivery, we will refund you $50.
This is a separate price protection benefit. It protects against a drop in our own advertised product price during the 30-day period. It does not promise that our price is always the lowest offered by every retailer, and does not provide an unrestricted trial or change-of-mind return right.