Return Policy
Return Policy
Returns, Exchanges and Refunds:
medi Australia Pty Ltd will provide an exchange or refund for in-stock items within 14 days of the customer receiving the order, to support customer satisfaction and ensure a positive experience if the product is returned unworn and in its original condition and packaging and you have followed the process below for requesting an exchange or refund.
You may have rights under the Australian Consumer Law (see below).
Out-of-Stock products:
Items that are out of stock (including products manufactured specifically on request) are not eligible for change-of-mind returns.
medi Australia Pty Ltd cannot accept change-of-mind returns for items that are not part of our standard stock held in our Australian warehouse.
For further information, please contact the Customer Service department on 02 9890 8696 or sales@medi.au.
How to Request a Return (Exchange or Refund)
To request a return for an exchange or refund, please follow the steps below:
1. Email Contact us at sales@medi.au within seven days of receiving your order with the reason for the return and images of any issues with the product.
2. Approval medi Australia Pty Ltd will respond to your return enquiry and provide a return for credit number to send with your parcel. (return freight is the responsibility of the sender)
3. Return Address Send the product and its original packaging with the return for credit number to the address below. (Please note we cannot accept returns without a return for credit number.)
medi Australia Pty Ltd
Locked Bag 1
PENDLE HILL NSW 2145
4. Processing Time Exchanges and refunds will be processed within 14 days of medi Australia Pty Ltd receiving the returned product. Once the product has been received and inspected by our returns department, we will advise you of the next steps regarding your return. We endeavour to review and respond as promptly as possible.
If the returned product is not accepted and you wish to have the product back the freight cost will be incurred to the sender. Alternatively, you can contact us and arrange a collection of the product from our warehouse in Pendle Hill New South Wales 2145.
Due to hygiene reasons, we cannot offer a size exchange or refund for socks, compression garments, bracing and supports that have been worn or tried on.
Australian Consumer Law (including faulty or defective products):
In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law if you are classified as a consumer. 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. .
If your products arrive with faults, please contact us immediately to request a refund or an exchange. Depending on the failure, we will either dispatch a new replacement product or refund you the price of the product.
Replaced products will be of an identical type to the product originally supplied.
Please note that normal wear and tear is not considered a fault.
Where your claim is invalid under the Australian Consumer Law, , you will be required to pay the freight and delivery costs. An estimate of these costs will be provided before the product is collected/returned.
Important Conditions:
- medi Australia Pty Ltd does not accept returns or provide exchanges/refunds for change-of-mind outside the 14-day change-of-mind period.
- If the return is due to our error (incorrect item sent or faulty item received), medi Australia Pty Ltd will cover the cost of return shipping.
