Refund policy

Returns Policy

1. Change of Mind Returns
a. All items must be in their original, unused condition, without scratches or damage, and with all original packaging, protective materials, and tags in place.
b. Items must be returned within 14 days of receiving the order.
c. You must follow our returns process or that of the relevant seller.
d. You will be responsible for covering the cost of return shipping as well as the risk of returning products.
e. You will not receive a credit, exchange, or refund if the item is not received by the seller or us. For high-value items, please consider insuring them when returning for a change of mind.
f. Due to hygiene and safety reasons, certain products are excluded from change of mind returns. However, remedies for defective products may still apply.
g. Products excluded from change of mind returns include:

• Cosmetics and beauty products (if the hygiene seal is broken)
• Clinical PPE and disposable apparel
• Pharmaceutical and health products (e.g., prescription medication, vitamins, and supplements) (if the seal is broken)
• Perishable goods and food items (e.g., confectionery, protein powders, and drinks)
• Baby/infant formula
• Fragrances
• Personal care products
• Pierced jewellery
• Mattresses, pillows, mattress protectors, and pillow protectors
• Gift cards, phone recharges, or third-party gift cards
• Digital goods (e.g., download codes)
• Adult toys and sexual health products
• Assembled furniture
• Large or bulky appliances
• Earphones/headphones (if the package has been opened)
• Personalised or made-to-order goods
• Any merchandise where GST has been claimed under the Tourist Refund Scheme unless proof of GST repayment upon return to Australia is provided.

2. Faulty Returns
a. If you receive a faulty product, you must contact our Customer Support Team to request a return. You will need to provide proof of purchase and evidence of the fault, which will be reviewed in collaboration with the seller.
b. During the review process, you may be asked to provide additional photo or video evidence of the faulty product to gain approval for the return.
c. In some cases, you may be required to send the product back for a physical inspection. Our Customer Support Team will provide further details on how and where to return the faulty product.
d. If the return is approved, the seller will provide a pre-paid return label for the faulty product.
e. If no fault is found upon physical inspection, and it is determined that the issue was caused by misuse of the product, failure to follow the manufacturer's instructions, or a lack of reasonable care, the seller will reject your claim. The product will be returned to you.
f. If your claim is rejected, you will be responsible for covering the cost of return shipping. Our Customer Support Team will provide instructions on how to make this payment.
g. Products that do not need to be physically returned for faulty returns (photo or video evidence will still be required):

• Cosmetics and beauty products (if the hygiene seal is broken)
• Clinical PPE and disposable apparel
• Pharmaceutical and health products (e.g., prescription medication, vitamins, and
  supplements) (if the seal is broken)
• Perishable goods and food items (e.g., confectionery, protein powders, and drinks) (if the seal is broken)
• Baby/infant formula (if the seal is broken)
• Fragrances
• Personal care products
• Pierced jewellery
• Mattresses, pillows, mattress protectors, and pillow protectors
• Gift cards, phone recharges, or third-party gift cards
• Digital goods (e.g., download codes)
• Adult toys and sexual health products
• Assembled furniture
• Earphones/headphones (if the package has been opened)
• Personalised or made-to-order goods

3. Large/Bulky Item Returns
For large or bulky item returns, please contact our Customer Support Team to arrange special handling and shipping instructions.

4. Warranty
a. Warranty periods are as stated on our website and are based on the manufacturer’s terms, conditions, and durations. Warranty terms may vary depending on the product and manufacturer. For more information, please refer to the manufacturer’s website or contact our Customer Support Team.

b. All warranty claims should be made through Medilab first, unless otherwise specified in the product warranty supplied with the product.