Last updated: 3 November 2026
We want you to be happy with everything you buy from Paramedic Shop. This policy explains your rights if something is wrong with your order, and how our change of mind returns work.
Your rights under the Australian Consumer Law
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply to every item we sell, including sale and clearance items, and nothing in this policy limits them. Customers in New Zealand have equivalent rights under the Consumer Guarantees Act 1993.
Faulty, damaged or incorrect items
If an item arrives damaged, develops a fault, or is not what you ordered, please contact us as soon as you can at info@paramedicshop.com.au with your order number, a short description of the problem and photos if possible.
- If the problem is a major failure, you can choose a refund or a replacement.
- If the problem is not a major failure, we will repair or replace the item, or offer a refund, within a reasonable time.
- If we sent the wrong item, we will send the correct one or refund you, whichever you prefer.
We will cover the reasonable cost of returning faulty, damaged or incorrect items. Please keep your postage receipt and we will reimburse it once the return is assessed. You can always return a faulty item to us. For some products, such as stethoscopes and electronic devices, the manufacturer's warranty process can be quicker, and we are happy to help you arrange it.
Many products also come with a manufacturer's warranty. Any manufacturer's warranty is in addition to your rights under the Australian Consumer Law.
Change of mind returns
If you change your mind, you can return an item for a refund or exchange within 30 days of receiving it, as long as it is:
- unused and in the condition you received it;
- in its original packaging, with all labels and seals intact; and
- accompanied by proof of purchase.
For change of mind returns, the cost of return postage is yours, and the original delivery fee is not refunded. Exchanges are subject to stock availability.
Items we cannot accept as change of mind returns:
- items that have been opened or used where they come into contact with the body, for health and hygiene reasons (for example compression stockings, eartips, masks, airways and other single use or personal care items);
- sterile or single use items where the seal or packaging has been opened;
- items marked as clearance at the time of purchase;
- gift cards;
- ebooks, digital access codes and software once the code or download has been issued; and
- items ordered specially for you that we do not normally stock.
These exclusions apply only to change of mind returns. If any of these items is faulty, your rights under the Australian Consumer Law still apply.
How to return an item
- Start your return through our Returns Centre using your order email and order number, or email us at info@paramedicshop.com.au.
- Pack the item securely and include your order number or return number.
- Send it to the address below. We recommend a tracked postage service, as we cannot be responsible for change of mind returns lost in transit.
Return address
Paramedic Shop
c/- Fastrack Fulfilment
Unit 1, 3 Slater Road
Ingleburn NSW 2565
Australia
Refunds
Once we receive and check your return, we will email you to confirm. Approved refunds are made to your original payment method, usually within 5 business days. Your bank or payment provider may take a few more days to show the refund. Orders paid with Afterpay or Zip are refunded to that account.
If an item was bought as a gift and sent directly to you, we can offer an exchange or store credit. Refunds for gifts are made to the person who paid for the order.
Preorders and cancellations
You can cancel a preorder at any time before it is dispatched for a full refund of any amount paid. Once an order has been dispatched, the returns process above applies.
Business and institutional orders
Orders placed by organisations are also covered by the Australian Consumer Law where the law applies. For bulk orders, please contact us before returning items so we can arrange the most practical option.
Contact us
For any questions about returns, refunds or a faulty item, please email info@paramedicshop.com.au or call 02 8004 5557.