Cypress Medical Exchanges and Returns Policy
At Cypress Medical we aim to make ordering simple and reliable. If something is not right with your order, contact our team and we will help resolve it.
As many of our products are shipped directly from large warehouses, returns must be authorised by Cypress Medical before items are sent back.
General Conditions for Returns and Exchanges
- Returns and exchanges should be initiated within 30 days of the delivery date.
- All returned items must be in their original, unused condition, including all original packaging, labels, and accompanying documentation.
- Certain items, such as restricted medications, diagnostic reagents, custom orders, and items sold as non-returnable due to health and safety concerns, are not eligible for returns or exchanges.
- Products deemed faulty or defective may be eligible for replacement, exchange, or refund upon inspection and verification by Cypress Medical, the manufacturer, or an authorised distributor.
How to Initiate a Return or Exchange
- Contact Us: To initiate a return or exchange, please contact us via email providing your order number, product details, and the reason for the return or exchange.
- Return Mechandise Authority (RMA): All returns and exchanges require an RMA Number, which will be provided by our Customer Support Team. This number must be clearly marked on the package.
- Shipping: Customers are responsible for return shipping costs, except in cases of product defects or errors on our part. We recommend using a trackable shipping method as Cypress Medical is not responsible for items lost during transit.
Return Fees and Restocking Charges
- Returns for reasons other than defects or errors may incur a restocking fee of up to 15% of the product value or a minimum charge of $35. This fee covers the manual inspection, restocking, and administrative costs associated with a return.
- Products returned without prior authorisation or that do not meet our return conditions may not be eligible for a refund or exchange.
Faulty or Defective Products
- If you believe that you have received a defective or faulty product, please contact our Customer Support Team immediately. We will work with you to assess the issue and determine the appropriate resolution, which may include product repair, replacement, or a refund.
- Defective products must be returned with all associated documentation, including serial numbers, invoices, and warranty registrations, as applicable.
- Cypress Medical may handle returns directly or involve the original manufacturer for inspection and resolution.
Refund Process
- Once your return is received and inspected, we will notify you of the status of your refund.
- Approved refunds will be processed within 14 business days or return approval and supplier confirmation.
- Approved refunds will be issued to the original payment method.
- Please note that it may take additional time for the funds to reflect in your account, depending on your bank or payment provider.
Exchanges
- Exchanges are handled by returning the original item (subject to approval) and placing a new order via the website.
Non-Returnable Items
Some products cannot be returned for hygiene or safety reasons, or because we specifically tailored or modified them for you. To ensure the highest standards of safety and regulatory compliance, the following items are not eligible for return or exchange:
- Opened or used medical supplies, consumables, and instruments.
- Custom orders or products that have been specifically tailored or modified.
- Items marked as non-returnable at the point of sale.
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.
Contact Information
We’re here to help. For assistance with returns, exchanges, or any other inquiries, please get in touch via our Contact page.
