# Warranty & Repairs Policy

Last Updated: 07/01/2025

 

## 1. Our Commitment

Rapid Medical Supplies is committed to providing quality products and supporting customers in accordance with the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the ACL. 

Nothing in this policy limits, excludes, or modifies any rights or remedies available under the Australian Consumer Law.

 

## 2. Lodging a Warranty Claim

To initiate a warranty claim, customers must:

- Complete the Rapid Medical Supplies Warranty Claim Form. Click the link here > https://form.jotform.com/232597164229059

- Provide proof of purchase.

- Provide a detailed description of the issue.

- Provide photographs, videos, error codes, serial numbers, or other evidence reasonably requested by Rapid Medical Supplies.

- Cooperate with troubleshooting requests before a product is returned for assessment.

Failure to provide sufficient information may delay the assessment process.

 

## 3. Troubleshooting Requirements

Many warranty issues can be diagnosed and resolved remotely.

Before authorising a return, Rapid Medical Supplies may request:

- Photographs of the product;

- Video recordings of the fault;

- Video calls;

- Error messages or diagnostic information;

- Troubleshooting procedures to be completed.

Customers must reasonably cooperate with these requests to assist with diagnosis and resolution.

 

## 4. Warranty Assessment Process

All warranty claims are subject to assessment.

Products may be assessed by:

- Rapid Medical Supplies;

- The manufacturer;

- The supplier;

- An authorised repair agent; or

- An independent technician.

Warranty outcomes cannot be determined until an assessment has been completed.

Submission of a warranty claim does not automatically mean a warranty fault exists.

## 5. Freight & Transport

Where a product requires physical assessment, customers may be required to arrange transport of the product to Rapid Medical Supplies' Head Office in Yatala, Queensland, or another nominated assessment location.

Where a warranty fault is confirmed and Australian Consumer Law requires reimbursement of reasonable transport costs, Rapid Medical Supplies will comply with its obligations under the law.

Customers are responsible for ensuring products are packaged appropriately for transport. Damage occurring during transit due to inadequate packaging may not be covered under warranty.

## 6. No Fault Found & Non-Warranty Claims

If assessment determines that:

- No fault exists;

- The product is operating within manufacturer specifications;

- The issue results from user error;

- The issue results from misuse, neglect, accidental damage, contamination, lack of maintenance, or other non-warranty causes;

the warranty claim may be rejected.

 

In these circumstances, customers may be responsible for:

- Assessment fees;

- Freight costs;

- Cleaning costs;

- Repair costs;

- Replacement parts; and

- Administrative costs.

## 7. Assessment Fees

Where a product is returned and no warranty fault is identified, Rapid Medical Supplies reserves the right to charge an assessment fee of $180 per hour, plus any applicable freight, cleaning, repair, storage, parts, and administration charges.

Examples include, but are not limited to:

- Impact damage;

- Water damage;

- Corrosion;

- Failure to follow operating instructions;

- Failure to maintain batteries;

- Failure to clean or replace filters;

- Lack of servicing;

- Physical damage caused by the customer;

- Unauthorised modifications;

- Excessive contamination.

Customers will be advised before any chargeable repair work is undertaken.

## 8. Cleaning & Decontamination

Products returned in an excessively dirty, contaminated, unsanitary, biohazardous, smoke-damaged, pest-infested, or otherwise unsafe condition may incur cleaning, decontamination, disposal, or handling charges.

Rapid Medical Supplies reserves the right to refuse assessment until appropriate cleaning has occurred.

## 9. Consumables & Wear Items

Subject to Australian Consumer Law, warranty coverage does not generally extend to normal wear and tear items, including but not limited to:

- Filters;

- Sieve beds;

- Tubing;

- Masks;

- Cushions;

- Tyres;

- Castors;

- Upholstery;

- Hand grips;

- Footplates;

- Batteries affected by misuse or neglect;

- Cosmetic damage that does not affect functionality.

Normal wear and tear is not considered a warranty fault.

## 10. Battery Policy

Rechargeable batteries are consumable components.

Battery capacity naturally decreases over time due to age, charging cycles, environmental conditions, storage practices, and usage patterns.

Gradual reduction in battery runtime or performance resulting from normal use is not considered a manufacturing defect.

Warranty claims relating to batteries may require testing to determine battery health and usage history.

## 11. Maintenance Requirements

Customers are responsible for carrying out routine maintenance in accordance with manufacturer instructions.

Warranty coverage may be reduced or denied where a fault is caused by failure to perform recommended maintenance, including:

- Filter cleaning;

- Filter replacement;

- Battery maintenance;

- Scheduled servicing;

- Inspection requirements;

- Cleaning procedures.

## 12. Unauthorised Repairs & Modifications

Warranty coverage may be void where a product has been:

- Modified;

- Altered;

- Dismantled;

- Repaired; or

- Serviced

by any person not authorised by Rapid Medical Supplies or the manufacturer.

## 13. Loan Equipment & Temporary Replacements

Rapid Medical Supplies is not obligated to provide replacement, loan, hire, or temporary equipment while a warranty claim is being assessed, repaired, or processed.

Where available and at our sole discretion, loan or hire equipment may be offered.

Availability cannot be guaranteed.

## 14. Medical & Mobility Equipment Notice

Many products supplied by Rapid Medical Supplies are important mobility, respiratory, and healthcare aids.

Customers who rely on medical or mobility equipment should ensure they have appropriate contingency arrangements available during periods of assessment, repair, servicing, or replacement.

Rapid Medical Supplies does not provide medical monitoring, emergency medical services, or guaranteed replacement equipment during warranty periods.

Customers should consult their healthcare provider regarding appropriate backup arrangements where equipment is critical to their health or mobility.

## 15. Assessment & Repair Timeframes

Assessment and repair timeframes vary depending on:

- Product type;

- Availability of replacement parts;

- Manufacturer response times;

- Freight transit times;

- Technical complexity;

- Independent testing requirements.

Timeframes provided are estimates only and cannot be guaranteed.

## 16. Warranty Outcomes

Following assessment, Rapid Medical Supplies may:

- Repair the product;

- Replace the product;

- Supply replacement parts;

- Refer the product to the manufacturer;

- Provide another remedy required under Australian Consumer Law; or

- Reject the claim where no warranty fault exists.

The appropriate remedy will be determined based on the circumstances of the claim and applicable Australian Consumer Law obligations.

## 17. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available to consumers under the Australian Consumer Law.

Where this policy differs from obligations imposed by Australian Consumer Law, the requirements of Australian Consumer Law will prevail.