Our Commitment

Supply Med wants you to be satisfied with every order. If something isn’t right, we’ll work with you to fix it. This policy outlines your options for returns, refunds, and exchanges — and sits alongside your rights under the Australian Consumer Law (ACL).

Change of Mind Returns

We accept change of mind returns within 30 days of delivery, subject to the following conditions:

  • The item is unused and in its original, undamaged packaging
  • The item is not from our excluded categories (see below)
  • You contact us before sending anything back

If your return is approved, we’ll issue a refund to your original payment method minus the cost of return shipping. Original shipping charges are non-refundable.

To start a return: Email us at [returns@supplymed.com.au] with your order number and reason for return. We’ll respond within 2 business days with return instructions.

Faulty or Defective Products

If your item arrives damaged, defective, or not fit for purpose, you are entitled to a remedy under the Australian Consumer Law regardless of our change of mind policy.

Depending on the nature of the fault, your remedy may be:

  • A replacement of the same product
  • A full refund to your original payment method
  • A store credit, if preferred

What we need from you: Contact us within 30 days of receiving the item. Include your order number, a description of the fault, and photos where possible. We’ll assess your claim and respond within 2 business days.

We cover return shipping costs for faulty or defective items.

Wrong Item Received

If we sent you the wrong product, we’ll make it right at no cost to you.

Contact us with your order number and a photo of the item received. We’ll arrange return shipping and dispatch the correct item as a priority, or issue a full refund if the correct item is unavailable.

Excluded Items

For hygiene and safety reasons, the following cannot be returned under our change of mind policy:

  • Opened continence products
  • Opened wound care or sterile products
  • Any item where the seal or packaging has been broken

These exclusions do not apply if the product is faulty or if we sent the wrong item — your ACL rights remain intact regardless.

NDIS Orders

For plan-managed orders, refunds are returned to the plan manager. For self-managed orders, refunds are returned to the original payment method — you will need to update your NDIA reimbursement claim accordingly.

If a return affects an invoice already submitted to your plan manager or the NDIA, please notify them directly.