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JV Medical — Medical & Healthcare Supplies

Returns policy

We want you to be completely happy with your purchase. This policy sets out our change-of-mind returns, hygiene exclusions and your rights under Australian Consumer Law.

30-day change-of-mind returns

  • You may return most items within 30 days of delivery for a refund or exchange, provided they are unopened, unused and in their original, resaleable packaging.
  • Contact us first at info@jvmedical.com.au or (08) 6199 7931 with your order number so we can approve the return and give you the return address.
  • Return postage for change-of-mind returns is at your cost, and original shipping fees are not refundable. We recommend a tracked service — items remain your responsibility until they reach us.
  • Refunds are issued to the original payment method once the item is received and inspected, normally within 5 business days.

Hygiene and infection-control exclusions

Because our products are used in clinical settings, the following cannot be returned for change of mind once opened or unsealed:

  • Sterile or individually sealed items where the packaging has been opened.
  • Single-use consumables (for example, examination bed rolls with broken wrapping).
  • Any instrument that has been used, sterilised or processed in any way.

These exclusions apply to change-of-mind returns only — they never limit your rights for faulty goods.

Faulty, damaged or incorrect items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

  • If an item arrives faulty, damaged in transit, or is not what you ordered, contact us within 48 hours of delivery with your order number and photos where possible.
  • We will cover return shipping for faulty or incorrectly supplied items and arrange a replacement or full refund promptly.

How to lodge a return

  1. Email info@jvmedical.com.au or call (08) 6199 7931 with your order number and the reason for the return.
  2. We confirm eligibility and provide return instructions.
  3. Send the item back securely packaged.
  4. We inspect it and process your refund or exchange, keeping you informed by email.

See also our shipping policy and terms & conditions.