Refund and Returns Policy
At Medsutures, we’re committed to providing a seamless experience from selection to delivery. We understand the critical nature of your supplies, which is why we prioritise fast, reliable delivery and a straightforward returns process for your complete peace of mind.
Delivery Information
We ensure your essential surgical, dental, and veterinary supplies reach you efficiently and securely.
- Fast National Dispatch: Your order will be dispatched promptly from our Australian stock. We aim for quick turnaround times to support your practice.
- Delivery Timeframes: Delivery within Australia is typically within 5 working days. Your estimated shipping time will be clearly confirmed on your order confirmation document once your order is finalised.
- Shipping Costs within Australia:
- Free shipping applies to all Australian orders over $150.
- For orders under $150, shipping costs are automatically calculated and displayed at checkout. These costs are dependent on your location and the specific products in your order.
- International Shipping: If you’re ordering from outside of Australia, please contact us directly at onlinestore@medsutures.com.au to discuss shipping charges and arrangements.
- Tracking Your Order: Once your order is dispatched, you’ll receive tracking information to monitor its journey to your door.
- Changing Your Shipping Address: You can easily update your shipping address in your account settings (login, then go to “my account” and “edit”). Alternatively, you can modify the shipping address during the checkout process by clicking “edit” below “shipping address”.
Returns Policy
Your satisfaction is important to us. Here's our policy on returns:
- 30-Day Return Window: We accept returns for change of mind within 30 days of your purchase.
- Condition of Returned Items: For a return to be eligible, the item must be unused, in its original condition, and include all original packaging.
- Exclusions:
- Please note that used products, or items that are not in their original condition (for reasons not due to our error), may not be eligible for a full refund.
- Certain custom-made or specially ordered items may also be exempt from our standard return policy.
- Sale Items: All sales and discounted items are generally considered final. In some cases, a store credit may be issued instead of a refund.
Refunds
- Processing Your Refund: Once your return is received and thoroughly inspected, we’ll send you an email notification regarding the approval or rejection of your refund.
- Refund Timelines: If approved, your refund will be processed and automatically applied to your original method of payment (e.g., credit card) within 2–5 business days. Please allow additional time for your bank or payment provider to process the transaction.
- Shipping Cost Deduction: Please be aware that original shipping costs are non-refundable. If your initial order qualified for free shipping, the actual shipping cost we incurred may be deducted from your refund amount.
- Return Shipping Costs: You are responsible for covering the shipping costs for returning your item to us. These return shipping costs are non-refundable.
Exchanges
We generally only offer exchanges for items that are defective or significantly damaged upon arrival. If you receive a product that is faulty or damaged, please contact us immediately. We’ll work swiftly to resolve the issue and arrange for a replacement of the same item.
Contact Us
Have a question about your delivery or need to discuss a return? Our friendly team is here to help.
Send Us a Message
Whether you’re seeking assistance with a product or have a question.
