Rapid Medical Supplies · Customer support
Warranty portal
Having a problem with your product? Start here so our technical team can understand what’s happening and help with the next steps.
Start a new warranty caseComplete our warranty form to give the team the details they need to assess your product.Opens our existing warranty form on Jotform.
Need help with the form? Call 1300 758 613 or email our team.
A few details help us get started
The form asks for your order number, serial number, contact details and supporting evidence. A clear description helps the team understand the issue and can reduce follow-up questions. If you can’t provide a required detail or file, contact us for help.
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Your product details
Product name, model and serial number. Include the product and model in the issue description.
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Your purchase details
Your order number and any proof of purchase, along with when you purchased and received the product.
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What’s happening
Describe the problem, when it started and any error messages. Include anything you’ve already tried.
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Useful photos or video
If you can safely capture them, photos or a short video can help explain the issue. Follow the instructions in the form.
Have the user manual? It may help you identify your model or understand an error message. You don’t need to troubleshoot before asking for help. If you need the correct manual, our team can help you find it.
From your form to the next steps
Your case may follow some or all of these steps, depending on the product and the issue. The team will assess what’s appropriate for your situation.
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We receive your form
Your completed form gives the team your contact details, purchase information and a description of the problem.
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Technical review
We aim to review the information within one to two business days and identify the next steps.
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More detail, if needed
We may contact you for additional information, photos or other details to help assess the issue.
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Discuss the next steps
The team may contact you for further troubleshooting or discuss arrangements for an assessment.
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Inspection and a suitable remedy
If an inspection is needed, we’ll discuss the arrangements. A repair, replacement or refund may be appropriate, depending on the issue and your rights.
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Explain the outcome
We’ll explain the outcome and any remaining steps before closing your warranty case.
Warranty questions
How long will my warranty case take?
We aim to review your completed warranty form within one to two business days. This timeframe is for the initial technical review.
The time needed for further assessment, inspection and any repair will depend on your product and the issue. Contact the team if you need to discuss the timing for your case.
What if I can’t complete the form?
Please call 1300 758 613 or email hello@rapidmedicalsupplies.com.au. If the form asks for information or a file you can’t provide, or you need assistance using it, contact us for help getting started.
Do I need to troubleshoot before contacting you?
No. If you have the user manual, it may help you identify the product or describe an error message. Include anything you’ve already tried in the form, but you don’t need to perform troubleshooting before seeking help.
Only take photos or video if it is safe to do so. Contact the team if you need help finding the correct manual.
Should I send my product back straight away?
Please contact our team to discuss the next steps and any return arrangements before sending a product to us. The team can explain whether an inspection is needed and how to proceed.
Will my product be repaired, replaced or refunded?
The appropriate remedy depends on the problem and your rights under Australian Consumer Law. Depending on the circumstances, this may be a repair, replacement or refund.
Our warranty process does not limit your consumer guarantee rights. Read the ACCC guidance on repairs, replacements and refunds for more information.
I’ve already submitted a form. How do I follow up?
If you already have an email conversation with our team about this issue, reply to that conversation. Otherwise, call 1300 758 613 or email hello@rapidmedicalsupplies.com.au with your name and order details so the team can help find your submission.
We’re here to help
Need a hand getting started?
The form is the best place to start a new warranty case. If you need assistance, or want to follow up on an existing case, contact our team.
Your rights under Australian Consumer Law apply in addition to any product warranty. Using this portal does not limit those rights.