Shipping & Returns Policy

Shipping Policy

Order Processing

• Orders are processed Monday to Friday (excluding public holidays).
• Standard orders are usually dispatched within 1–2 business days once payment has been received and stock confirmed.
• For specialised or custom equipment, dispatch times may vary. Our team will contact you if extended lead times apply.

Account Customers & Invoicing

• For approved account holders, orders will be processed and dispatched in line with agreed trading terms. Invoices will be issued after the order is placed and are payable within the agreed payment period. Failure to make payment within the terms may result in suspension of account privileges or delays in future deliveries.

Delivery

• We deliver Australia-wide using trusted courier partners.
• Standard delivery times are generally 1–5 business days, depending on location.
• Urgent or express deliveries may be arranged on request – please contact us before placing your order.

Shipping Costs

• Shipping costs are calculated based on order size, weight, and delivery location.
• Final shipping charges will be displayed at checkout.
• For large or bulky equipment, freight charges may be quoted separately.

Collection & Installation

• Customers may arrange to collect items directly from our warehouse with prior notice given.
• Local delivery and installation options are available for certain equipment – contact us for availability and pricing.

Tracking & Notifications

• A confirmation email with tracking details will be sent once your order is dispatched.
• Bulky items delivered by freight forwarders may have limited tracking; we will provide estimated delivery timeframes.

Delivery Requirements

• Deliveries generally require a signature unless authority to leave at your address has been given.
• If no one is available, the courier may leave a card with re-delivery or collection instructions.

Special Orders & Backorders

• Special order items (products not normally held in stock or customised equipment) will be ordered directly from the manufacturer or supplier once payment is received.
• Lead times for special orders vary by product and supplier. We will provide an estimated delivery timeframe at the time of purchase and keep you updated on progress.
• Once placed, special orders cannot be cancelled, returned, or refunded unless the item is faulty or not as described, in line with the Australian Consumer Law (ACL).
• If an item you order is temporarily out of stock, we will notify you promptly and provide the option to:
  • Wait for the backordered item to become available
  • Choose an alternative product, or
  • Receive a refund for the unavailable item.

Returns & Refunds Policy

Change of Mind Returns

• For sanitary and consumable products (e.g., continence aids, cushions, and personal care products), returns cannot be accepted unless faulty due to health and hygiene regulations.
• For other products, change of mind returns may be accepted within 14 days of delivery, provided the item is:
  • Unused and unopened
  • In original packaging
  • In resalable condition
• A restocking fee may apply. Return shipping costs are the responsibility of the customer.
• A Credit Number will be provided to you upon confirmation of your return being authorised.

Faulty, Damaged, or Incorrect Items

• Please inspect your delivery promptly. If items arrive damaged, faulty, or incorrect, notify us within 7 days.
• We will arrange repair, replacement, or refund in line with the Australian Consumer Law (ACL).
• For large equipment, our service team may attend on-site to assess and resolve the issue.

Warranties & Repairs

• Many products include a manufacturer’s warranty. Warranty terms vary by product.
• To lodge a warranty claim, please contact us with proof of purchase and details of the issue.

Refunds

• Approved refunds will be processed back to the original payment method within 7–10 business days of receiving the returned item.
• Shipping and handling costs are non-refundable unless the return is due to our error or a faulty product.

Non-Returnable Items

• Sanitary and consumable products (unless faulty)
• Customised or special-order equipment
• Items used, altered, or damaged after delivery

How to Arrange a Return

1. Contact Acacia Medical at info@acaciamedical.com.au with your order details and reason for return.
2. Our team will confirm eligibility and provide return instructions.
3. Pack the item securely and return it via a trackable method (unless the return is due to fault/damage, in which case we will arrange collection).