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Return and Refund

Change of Mind Return

To provide our customers with the best shopping experiences, MedCart and its sellers will allow Change of Mind returns if the following conditions are met:

  1. Return requested within 14 days of receiving order
  2. The item is unopened, unworn or unused with all original and sealed packaging, and tags are still attached
  3. The product has not been used or damaged in any way
  4. The item is not subject to the exclusions below:
    • Cosmetics & Beauty products (If hygiene seal is broken)
    • Clinical PPE & Disposable Apparel
    • Pharmaceutical/Health products (ie.Prescription, Vitamins and Supplements)
    • Perishable Goods & Food items (ie. Confectionery, protein powders & drinks)
    • Baby/Infant Formula
    • Fragrances
    • Personal Care Items
    • Pierced jewellery
    • Mattresses, pillows, mattress and pillow protectors
    • Gift cards, phone recharge or third party gift cards
    • Adult toys/sexual health products
    • Assembled furniture
    • Personalized/Made to order Goods
    • Earphones/Headphones (if package has been opened)
    • Large/Bulky Appliances
    • Any merchandise where the GST has been claimed under the Tourist Refund Scheme, unless proof of repayment of the GST upon return to Australia is provided

Return postage costs will have to be paid by the customer and any postage paid will not be refunded for change of mind returns, whether return approved or not. A credit or exchange will be offered for change of mind returns to the value of the original order.

If you are unable to provide satisfactory proof of purchase, MedCart reserves the right to reject a change of mind return.

MedCart reserves the right to charge a restocking fee for Change of Mind returns. If you return a product that we determine to have been opened or used since its purchase, no exchange or refund will be granted.

If you would like to request a Change of Mind Return, please contact MedCart Customer service to get instructions.

Before returning any product from MedCart, see the MedCart Returns Policy for more information.

Faulty Returns

If you receive a faulty item or if there are any issues with your order, please contact our Customer Support Team to request a return of faulty goods. MedCart Customer service will ask you for evidence of the fault and for your proof of purchase. MedCart Customer Service will investigate the issue with the Seller and advise you on next steps.

Next steps may require you to provide further video or photo evidence to have your faulty return approved. It may also require you to send the products for physical inspection of the fault. If your product requires physical inspection, MedCart support team will provide you information on how and where to return your goods for inspection.

The seller will provide a pre-paid return label for return of faulty goods, upon approval of return based on photo or video evidence.

If the seller requires a physical inspection, and the seller deems there is no fault with the item (for example, where the seller believes the goods have been misused, or there was a failure to use in accordance with manufacturer's instructions, used it in an abnormal way or there has been a failure to take reasonable care), the seller will reject your claim and return your goods to you.

You must cover the cost of return shipping in order to receive goods that the seller has rejected on inspection. MedCart will provide you with instructions on how to make this payment.

Due to hygienic and safety reasons, returns of certain faulty goods are not necessary. However, remedies for faulty goods are still available in these cases.

Please see the following list of products not requiring physical returns (Video & Photo Evidence required):

  • Cosmetics & Beauty products (If hygiene seal is broken)
  • Clinical PPE & Disposable Apparel
  • Pharmaceutical/Health products (ie.Prescription, Vitamins and Supplements)(if seal is broken)
  • Perishable Goods & Food items (ie. Confectionery, protein powders & drinks)(if seal is broken)
  • Baby/Infant Formula (if seal is broken)
  • Pierced jewellery
  • Mattresses, pillows, mattress and pillow protectors
  • Adult toys/sexual health products
  • Personalized/Made to order Goods
  • Earphones/Headphones (if package has been opened)

Refunds

We aim to process refunds and replacements within 28 days of receipt by us of the original product; however, depending on your item and the number of returns in our system, this may take longer.

Typically, the refund will be processed following the refund approval and either:

  • The return item is sent with tracking provided to the seller or MedCart.
  • If no tracking provided, then return item is received by seller or MedCart.

There are some instances where MedCart would step in and process a refund before the return process is completed. If you have any further questions, please contact the MedCart Customer Support Team.

Refunds will be issued using the original payment method used for purchase.

Large and Bulky Items Return

If and when the item is too large or heavy to go through the standard post, you can make a special arrangement via the customer service team.

MedCart sells a wide range of products both big and small. Some products cannot be transported via regular post and require special courier services. These products are labelled as big & bulky on the product page, and to return them, you will need to make special arrangements by contacting MedCart’s customer service team.

Please Note: We do not accept returns for 'Change of Mind' for our Big & Bulky items.

Warranty

Warranty periods as stated on our website are based on the manufacturers’ warranty periods, terms, and conditions. Terms of conditions differ per product and per manufacturer. Please see the manufacturer's website, or contact our customer service team.

All warranty claims should be made through MedCart unless otherwise stated on the product warranty supplied with the product.

Glassware and Breakage Policy

This policy provides a clear and fair process for handling cases of breakages during shipment, ensuring customer satisfaction and maintaining good relationships with our seller partners.

  1. Reporting Breakages
    • Customers must report any breakages within 24-48 hours of receiving the shipment.
    • Reports should be made through MedCart's customer service portal, including details of the breakage, order number, and photos of the damaged items and packaging.
  2. Documentation and Verification
    • Upon receiving a breakage report, customer service will acknowledge receipt within 24 hours.
    • Customers are required to provide the following:
      • Photos showing the damaged items.
      • Photos of the packaging, including any visible damage.
      • Order number and description of the damaged items.
      • Proof of purchase including the tracking #.
    • MedCart reserves the right to request additional information or evidence if needed.
    • MedCart will escalate the issue to the respective seller.
  3. Assessment and Resolution
    • Sellers are given 24-48 business hours to assess the breakage claim.
    • If the claim is verified:
      • For small quantity orders: Customers will receive account credit for the damaged items.
      • For bulk orders: Customers will receive account credit based on the extent of the damage, to be determined on a case-by-case basis.
    • If the claim is not verified, Sellers will provide a detailed explanation to the customer.
  4. Seller Partner Involvement
    • MedCart will communicate with the seller partner involved to inform them of the breakage report and the outcome of the assessment.
    • Seller partners are expected to cooperate with MedCart in resolving breakage claims and may be required to provide account credit as per their agreement with MedCart.
  5. Preventive Measures
    • MedCart will work with seller partners to ensure adequate packaging standards to minimize the risk of breakages.
    • Regular reviews and updates of packaging guidelines will be conducted to enhance protection for fragile items.
  6. Shipping Carrier Responsibility
    • Sellers will collaborate with shipping carriers to ensure proper handling of fragile items.
    • In cases where breakages are due to carrier mishandling, Sellers will file claims with the carrier and inform the customer of the status.

Customer Responsibilities

  • Customers should inspect their shipments upon delivery and report any issues promptly within 24-48 business hours.
  • Customers should retain the original packaging until the breakage claim is resolved.

Seller Partner Responsibilities

  • Ensure all items are adequately packaged to withstand shipment.
  • Respond within 24-48 business hours to any inquiries from MedCart regarding breakage claims.
  • Provide account credit as agreed upon in their partnership agreement with MedCart.

MedCart Responsibilities

  • Provide a clear and accessible reporting process for customers.
  • Conduct timely assessments and resolutions of breakage claims.
  • Maintain open communication with both customers and seller partners.
  • Continuously improve packaging and shipping practices to reduce breakages.

Review and Updates

This policy will be reviewed annually and updated as necessary to ensure effectiveness and compliance with industry standards.

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