Returns Policy

RETURNS POLICY 

This Returns Policy (Policy) sets out what rights you have when purchasing our goods and/or services. This Policy form part of and is in addition to any terms and conditions between us and you.   

In this Policy: 

We, us or our means Digital Brand Builders Pty Ltd (ABN 54 164 689 294). 

You or your means you, the purchaser of our products or services. 

Australian Consumer Law Warranties  

Nothing in this Policy attempts to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Consumer Law, a guide to which you can access here (Consumer Law Rights). In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer Law are expressly excluded where permitted, except to the extent such warranties and conditions are fully expressed in the Policy. 

Where you return goods to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the goods to us. 

Where your claim is a valid claim under the Australian Consumer Law, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant goods. Please contact us for further information. 

Returns Process for claims under the Australian Consumer Law 

To return your goods:  

  • contact us at any of the following to discuss the reason for your return within 30 days of the date you received your order: 
  • pack the goods in their original condition and packaging (including instruction manuals, spare parts, price tags and any accessories) or as otherwise instructed by us (for example, attaching any claim number if you are returning a defective good); and 
  • return the goods to the following address: 

Aged Care & Medical  

46/107 Wells Road  

Chelsea Heights 

 VIC 3196, Australia. 

We will notify you by email once we have received the returned goods and inspect the goods.  

If the returned goods are found to be defective, we will exchange the goods, provide you with a repair or replacement parts or provide you with a refund. If you are provided a refund, we will refund you through your original method of payment.  

If the returned goods are found not to be defective, or if the defect is due to normal wear and tear, misuse or failure to follow instructions, we will return the goods to you. You will be responsible for any return costs.  

Please note, items are not considered defective if they are damaged by any: 

  1. act or omission, accident, or negligence by you or any third party not engaged by us;   
  1. failure on your part to follow any instructions or guidelines (including any manual) provided by us or the manufacturer in relation to your goods or properly maintain your goods in accordance with any of our instructions or guidelines; 
  1. use of your goods otherwise than for any application or use specified by us or the manufacturer; 
  1. continued use of your goods (where such use is not reasonable) after any defect in your goods becomes apparent or would have become apparent to a reasonably prudent person; 
  1. incorporation or installation of fixtures, appliances or other items into your goods; 
  1. failure by you to notify us of any defect in your goods within a reasonable period of time after you become aware of or ought to have reasonably become aware of the relevant defect; 
  1. reasonable wear and tear of your goods; 
  1. act of God or force majeure event (including but not limited to war, riot, invasion, act of terrorism, contamination, earthquake, flood, fire, or other natural disaster, or any other event or circumstance beyond our or the manufacturer's reasonable control); and/or 
  1. installation, repair, replacement, maintenance, altering, overhauling or otherwise compromise of the goods by you or any person other than us or the manufacturer. 

Change of Mind  

Subject to your Consumer Law Rights, we do not offer refunds for change of mind where you have: 

  1. changed your mind and no longer want the goods; 
  1. ordered the wrong goods; or 
  1. purchased a goods despite being aware of a fault (for example, if the fault was written on the goods’ tag, or for online purchases, indicated in any photos or descriptions of the goods online). 

Requests to exchange or return goods for a change of mind will be assessed on a case-by-case basis and each returned good may be subject to a 20% restocking fee and an administrative fee.  

Subject to your Consumer Law Rights, Aged Care & Medical will not accept any request for exchanges or returns for change of mind for the following items: 

  1. any goods prescribed to you by an allied health profession, such as an Occupational Therapist, and which has been approved by either yourself or a funding body; 
  1. all bathroom, shower and toilet aids and equipment, including urinals, shower stools and bed pans; 
  1. daily living aids that may encounter the mouth or body (for example, kitchen, grooming, bathroom aids); 
  1. cushions, mattresses and covers; 
  1. slings and crutches;  
  1. mattresses and mattress overlays; and/or 
  1. continence & consumable aids (including health drinks, masks, wipes & continence pads). 

Returns Process and Shipping Costs 

We may accept requests, on a case-by-case basis, for an exchange of goods for change of mind. To request an exchange of goods for a change of mind: 

  • contact us at any of the following: 

We may then request that you send the goods to be exchanged back to us for inspection. To do so: 

  • pack the goods in their original condition and packaging (including instruction manuals, spare parts, price tags and any accessories) or as otherwise instructed by us (for example, attaching any claim number if you are returning a defective good); and 
  • return the goods to the following address: 

Aged Care & Medical  

46/107 Wells Road  

Chelsea Heights 

 VIC 3196, Australia. 

We will notify you by or phone once we have received the returned goods and inspect the goods.  

We do not offer refunds on the cost of postage to you. We will also not cover the cost of return delivery to us for a change of mind return or re-delivery of the goods. You must cover these yourself. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance as risk in the goods remains with you until the goods have been delivered to us. 

In the case where we agree to exchange your goods, the goods available for you to exchange your order for are subject to stock availability and we do not provide any guarantee as to the availability of any goods for exchange. 

Price Matching 

We will not offer to price match any goods after those goods have been paid for by you. 

Amendments 

We may, at any time and at our discretion, vary this Policy by publishing the amended Policy on our website. We recommend you check our website regularly to ensure you are aware of our current Policy. 

For any questions or notices, please contact us at: 

DIGITAL BRAND BUILDERS PTY LTD (ABN 54 164 689 294) 

Email: contact@agedcareandmedical.com.au 

Last updated: 28 February 2024 

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