Refund, Returns & Exchange Policy

At Highgate Healthcare, we are committed to providing high-quality healthcare equipment and ensuring our customers receive items in perfect condition.

What Can Be Returned

We accept returns for faulty, damaged, or non-defective items under certain conditions.

To be eligible for return:

The item must be unused, complete, and in the same condition received.
Include all parts, labels, and original packaging where possible.
Include your order number or a copy of your invoice.
Products are eligible for return, exchange, or refund if notified within 7 days of delivery

Change of Mind Returns (Non-Defective Items)

Highgate Healthcare may, at its discretion, accept change-of-mind returns for eligible items.

To be considered:

The item must be unused, complete, and in original condition.
A Return Merchandise Authorisation (RMA) must be requested and approved by our Customer Service team before returning any item. Our team will email you an RMA number with instructions on how to return the item.
A handling fee or restocking fee may apply in accordance with our Terms & Conditions, including higher handling fees for Trial Goods and pre-assembled products. Return freight costs remain the responsibility of the Customer.
All return freight costs are the responsibility of the customer.

To request a change-of-mind return, please email support@highgatehealthcare.com.au with your order number and reason for return.

Reporting Faulty or Damaged Goods

If your item is faulty, damaged during delivery, or has a manufacturer’s defect:

We recommend contacting us as soon as reasonably practicable after becoming aware of the issue and, where possible, within 7 days of delivery. Contact support@highgatehealthcare.com.au

Include:

Your order number
Photos or video showing the damage or defect

Once verified, our team will provide instructions to return, replace, or refund the item.

How to Start a Return

Email support@highgatehealthcare.com.au with your order number and photos/video of the item
Our team will approve your return and issue an RMA number
Pack the item securely, including the RMA number
Ship the item following the instructions provided

Refunds

Refunds are made to the original payment method
Processing takes 3–10 business days after we receive and inspect the item

Refunds are provided in accordance with Australian Consumer Law. Where Goods have a major failure, customers may choose a refund or replacement. For minor failures, Highgate Healthcare may repair or replace the Goods. Change-of-mind refunds are provided at our discretion and subject to our Terms & Conditions.

For Goods funded under NDIS or other government programs, refund processing may be subject to funding body requirements.

Exchanges

We do not currently support direct exchanges
To “exchange” an item, we will process the original order as a return (subject to our Returns policy) and you must place a new order for the replacement
Standard return fees and shipping costs apply

Improper Returns

If items are returned in breach of this policy (e.g., used items not due to a fault, missing parts, or outside permitted timelines), we may:

We may decline the refund/exchange and hold the item for 14 days pending redelivery (customer pays redelivery cost)
If not arranged within 14 days, the item may be disposed of appropriately. This does not apply to Goods subject to an unresolved warranty or consumer law claim.

30-Day Returns / Money-Back Guarantee Products

Some Highgate Healthcare products are marked as “30-Day Returns / Money-Back Guarantee”. For these items:

Returns must be initiated within 30 days of delivery.
Items must be in their original condition with all packaging and parts intact.
To start a return or request a refund, email us at support@highgatehealthcare.com.au with your order number and a brief description of the reason for return.
Our team will provide instructions and confirm eligibility for a refund or exchange. Standard conditions and exclusions still apply.