Returns & Refund Policy

At Rapid Medical Supplies, we want you to feel confident about your purchase. If there is a problem with your order, please contact hello@rapidmedicalsupplies.com.au with your order number and details so we can help.

Faulty, damaged or incorrectly supplied products

Our products come with consumer guarantees under Australian Consumer Law that cannot be excluded by this policy.

If your product is faulty, damaged, incorrectly supplied or does not match its description, please contact hello@rapidmedicalsupplies.com.au with your order number and details of the issue.

We may reasonably assess the product before providing a remedy. Depending on the circumstances, this may involve requesting relevant information, troubleshooting or arranging an inspection. We will explain the next steps and provide any repair, replacement, refund or other remedy you are entitled to under Australian Consumer Law.

Your consumer guarantee rights are not limited to 30 days or the manufacturer’s warranty period.

No restocking or administration fee applies to a refund required under Australian Consumer Law. Original packaging is not required for a consumer guarantee claim.

Please contact us before arranging return freight so we can explain the appropriate process. We will arrange collection or reimburse reasonable return transport costs where required under Australian Consumer Law.

Change-of-mind returns

We do not ordinarily offer returns or exchanges simply because you have changed your mind, selected the wrong item, no longer require the product or found it cheaper elsewhere.

Please check the product’s description, dimensions and suitability before purchasing, and contact our team if you need further product information.

This does not affect your rights where a product fails to meet a consumer guarantee, any applicable return or trial offer, or an arrangement we have already agreed with you.

Our separate 30-Day Price Protection applies where our own advertised website price drops within the eligible period. Details are available on our guarantee page.

Health, hygiene and product condition

The medical nature of our products means that health, hygiene, safety and the condition of the item are relevant when considering a discretionary return.

Some products may be unsuitable for a discretionary return once opened or used. We will explain any applicable restrictions when reviewing your request.

These considerations do not remove your rights to a remedy 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 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 proposed refund amount, the treatment of any original delivery charge, and any return freight arrangements or charges in writing before you decide whether to proceed. We will not charge separately for the same freight cost already recovered through the fee.

How to request a compassionate return

Please email hello@rapidmedicalsupplies.com.au with:

• Your order number.

• A brief explanation of the circumstances.

• Details of the product’s condition and whether it has been used.

• Whether you have the packaging and accessories supplied with it.

Please contact us before sending an item back. We will confirm whether the return is approved and provide the return instructions and agreed conditions.

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.