Refund policy
Return and Refund Policy
Last Updated: May 2024
Thank you for your purchase from SupaMedPro. We are committed to providing high-quality pharmaceutical products. Due to the sensitive nature of our products and the regulatory requirements, our return and refund policy is as follows:
1. Eligibility for Returns and Refunds
1.1 Return Eligibility:
§ Products must be unopened, unused, and in the original packaging.
§ Returns must be initiated within 7 days of receipt of the product.
§ Products must have been stored and handled according to the storage conditions specified on the product label.
1.2 Non-Returnable Items:
§ Products that have been opened or used.
§ Products that have been mishandled, stored incorrectly, or exposed to unsuitable conditions.
§ Any product not in its original condition, damaged, or missing parts for reasons not due to our error.
2. Cold Chain Products Specifics
2.1 Temperature-Sensitive Products:
§ Due to the nature of cold chain products, we cannot accept returns of temperature-sensitive products unless they arrive damaged or defective.
§ Upon receipt, the customer must immediately inspect the product and notify us within 24 hours if there are any issues.
2.2 Proof of Storage Compliance
§ Returns for cold chain products must include proof that the product has been stored according to the required conditions from receipt to the return shipment.
3. Return Process
3.1 Initiating a Return:
§ Contact our Customer Service team at enquiries@supamed.com.au or 1300 186 653 within the eligible return period.
§ Provide your order number, reason for return, and any supporting documentation or photos of the product.
3.2 Return Authorisation
§ Our Customer Service team will review your request and, if approved, provide you with a Return Merchandise Authorisation (RMA) number and return instructions.
§ Returns without an RMA number will not be accepted.
3.3 Shipping
§ Customers are responsible for return shipping costs unless the product is defective or incorrect.
§ Use a reliable shipping service with tracking capabilities. We are not responsible for returns lost in transit.
4. Refund Process
4.1 Inspection and Approval:
§ Once we receive the returned product, it will be inspected to ensure it meets our return eligibility criteria.
§ If approved, a refund will be processed to the original method of payment within 7-10 business days.
4.2 Partial Refunds
§ Partial refunds may be granted for items not in their original condition, damaged, or missing parts for reasons not due to our error.
4.3 Non-Refundable Items
§ Shipping costs are non-refundable.
§ Any discounts or promotional items are non-refundable.
5. Damaged or Defective Products
5.1 Reporting:
§ If you receive a damaged or defective product, contact our Customer Service team immediately, within 24 hours of receipt.
§ Provide your order number, photos of the damage, and a detailed description of the issue.
5.2 Resolution:
We will review your claim and, if approved, arrange for a replacement or issue a refund.
6. Contact Information
For any questions or concerns about our return and refund policy, please contact us at:
P: 1300 186 653