Returns and Refunds Policy

 

National Clinical Services is committed to supplying high-quality sleep and respiratory equipment in accordance with applicable Australian laws and medical guidelines. This policy outlines the conditions under which returns, refunds, and replacements are provided.

This policy operates in conjunction with your rights under the Competition and Consumer Act 2010, including Schedule 2 – the Australian Consumer Law, as well as relevant health and medical device regulations.

1. Consumer Guarantees (Australian Consumer Law)

Under the Australian Consumer Law, customers are entitled to guarantees that products:

• Are of acceptable quality

• Are fit for their intended purpose

• Match their description

If a product has a major failure, you are entitled to a replacement or refund. If the failure is minor, National Clinical Services may choose to repair or replace the product within a reasonable timeframe.

Nothing in this policy excludes or restricts your rights under the Australian Consumer Law.

2. Faulty or Damaged Products

Refunds, replacements, or repairs for faulty or damaged sleep equipment (devices and parts) will be considered once National Clinical Services has been notified in writing with full details of the issue.

Contact Details:
Email: accounts@ncservices.com.au
Mailing Address:
National Clinical Services
16 Madgwick Drive
Armidale NSW 2350
Australia

*All claims are subject to inspection and assessment by our service team and may also be referred to the manufacturer under applicable warranty terms.

Medical devices supplied are regulated under the Therapeutic Goods Act 1989 and must comply with standards set by the Therapeutic Goods Administration.

3. Hygiene and Medical Equipment Regulations

Due to the nature of sleep therapy devices and their classification as medical equipment, strict hygiene and safety standards apply.

In accordance with:

• Therapeutic Goods Act 1989

• Work Health and Safety Act 2011

• Infection prevention and control guidelines issued by Australian health authorities

National Clinical Services is not obligated to accept returns of opened or used medical equipment unless the product is confirmed to be faulty or does not meet consumer guarantees.

This is to ensure patient safety and prevent cross-contamination.

4. Change of Mind

Refunds or exchanges for change of mind are not required under Australian Consumer Law and are not automatically provided by National Clinical Services.

Where a change-of-mind return is considered:

• The product must be unused, unopened, and in original packaging

• The request must be made within 14 days of purchase

• Approval is at the discretion of management

We reserve the right to refuse returns where products have been opened or used due to hygiene and regulatory requirements.

5. General Returns Conditions

To be eligible for return:

• Proof of purchase must be provided

• Items must be in original condition and packaging

• Return timeframes must be adhered to

All returns are subject to inspection upon receipt.

6. Restocking and Cleaning Fees

Where a return is accepted outside of statutory obligations, the following may apply:

• 25% restocking fee for unopened items (where applicable)

• Up to 50% restocking fee for opened or used items

These fees cover:

• Administration and handling

• Testing and safety checks

• Infection control cleaning and sanitisation

• Replacement of consumables (e.g. tubing and filters)

7. Product-Specific Returns

7.1 CPAP & Sleep Therapy Machines

• Unused machines may be returned within 30 days of invoice date

• Must include all original components (humidifier, power supply, filters, etc.)

• Return freight is at the customer’s expense

If used or returned outside this period:

• The product may be treated as a rental

• A hire fee (from $70 per week) will be deducted from the refund

• Full refunds will not be granted

7.2 Masks and Accessories

Masks:

• Eligible for return within 14 days if unopened and unused

• Due to hygiene regulations, opened masks cannot be returned unless faulty

Accessories (e.g. power supplies, batteries, filters):

• Eligible for return within 14 days if unopened and unused

8. Discretion and Assessment

All returns, refunds, and exchanges are subject to:

• Inspection and verification of product condition

• Compliance with manufacturer warranty terms

• Assessment by National Clinical Services management

We reserve the right to determine whether a refund, repair, replacement, or credit is appropriate in each case.

9. Important Notice

This policy is intended to comply with all relevant Australian laws. Where there is any inconsistency, your rights under the Australian Consumer Law will prevail.