Trugrade Medical Supplies Business Portal

Trugrade Medical Supplies Returns, Refund & Credit Policy

1. Request for Credit and Product Returns (Stocked Items)

This section applies to standard, stocked items returned due to incorrect size, suitability, or change of mind.

• Eligibility Period: We offer a full refund or credit for products purchased within the previous 3 months (90 days).
• Condition: Products must be returned in a new, resaleable, unopened, and unused condition.
• Packaging: The product packaging must be in good, undamaged condition and returned in its original packaging.
• Proof of Purchase: Customers must be able to provide proof of purchase (receipt/invoice).
• Restocking Fee: No restocking fee will be charged for returns that meet the above criteria.
• Return Shipping Costs: Return shipping and associated costs are the purchaser's responsibility. Collections can be organised in some circumstances by Trugrade Medical Supplies at an extra charge to the customer. The cost of collection will be provided to the customer for confirmation prior to arranging collection. 
• Inspection Period: All returns are subject to a physical inspection upon arrival to verify the condition and may take 3-5 business days to process the refund after inspection.
• Refund Value: The amount credited for a return or refund will strictly match the price paid by the customer for the product at the time of purchase, including any discounts or promotional pricing applied, and will not be adjusted to reflect the full retail price or any differing price that may be applicable on the date of return.
• Refund Method: Refunds will be processed to the original debit or credit card used for the purchase. No refunds will be paid in cash. Where payment has been made via NDIS or Aged Care account, a credit will be applied to the account for use against future purchases. 

2. Non-Returnable Items and Special Orders

The following items are not eligible for return, refund, or store credit, except where the item is faulty or the return is due to an error by Trugrade Medical Supplies.

• Special Orders/Non-Stock Items: No returns or refunds accepted for special order items, non-stock items, or customised orders.
• Products where original sealed packaging has been opened.
• Hygiene/Storage Exclusion: Due to personal hygiene considerations or inability to ascertain customer storage conditions, there are no returns accepted on:
  • Compression garments (including stockings and compression wear).
  • Nutritional products.
  • Equipment (such as Stethoscopes, BP monitors, etc.).
  • Underwear
  • Braces & supports.
  • Pillows & cushions.
  • Any other products which are not supplied in sealed packaging which make it unable to be determined if the product has been used or tried on by the purchaser.
  • Any product that at date of return has less than 90 days to expiry or best before date.
• Clearance/Sale Items: Items purchased on clearance or final sale are not eligible for return or refund due to change of mind.

3. Damage, Incorrect Delivery, and Cancellation

3.1. Notice of Damage, Wrong Delivery or Non Delivery

• Reporting Time: Products which have been delivered damaged, or where there is a short delivery, incorrect item supplied, or a discrepancy between products received and the products invoiced, should be advised by the next business day preferably with a photo highlighting the issue.
• Claim Acceptance: Any claims made outside this period may not be accepted.
• Customer Responsibility: The customer must retain all original packaging and documentation for any damaged or incorrect delivery claims.

3.2. Order Cancellation

• Unprocessed Orders: To cancel an order that has not been processed, please contact Trugrade Medical Supplies as soon as possible.
• Processed Orders: If an order has been processed and delivered, Section 1 of this policy applies.

3.3. Refused Deliveries

• Refusal Fee: We reserve the right to add an additional delivery charge on all consignments which are refused without justification.