Returns and exchange policy

Requesting a product return

You must receive written approval from Posita before you return any product.

If you want to request approval to return a product, then send an email to Posita at info@posita.com.au which includes:

1. What product you want to return;
2. Your reason for requesting a return;
3. Are you seeking an exchange or refund;
4. Your invoice for the product purchase

Reasons for requesting a return or exchange and our policy:

Product has been damaged or gone missing during delivery

Inspect your goods on delivery and immediately inform Australia Post in writing of missing content or any visual damage to the goods. You must contact us and let us know within 48 hours of delivery that your goods have been damaged or if content has gone missing during delivery.

Change of mind on product purchase

At our discretion, we may offer you an exchange or refund if you have changed your mind and no longer want the product. For any change of mind return request:

1. The exchange or refund sought must be within 30 days of the invoice date.
2. You need to provide proof of purchase.

Products will not be considered for refund or exchange if they are:

1. Custom made, personalised, monogrammed, or altered
2. Products that contain items subject to hygiene concerns such as ear tips, probe tubes and cleaning tools.

The product considered for change of mind return request must:

1. Be in a saleable condition
2. Be unused
3. Be in its original unopened packaging
4. Have all original manuals and promotional material attached

After we have received the returned product and verified that it is in the saleable condition described above then we will either provide an exchange or refund.

When returning the product, you should consider using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned product.

You will be responsible for all delivery costs during the return and any exchange process.

You will be responsible for any applicable restocking fees.

Wrong product shipped to you

If the product delivered to you was not the product that you ordered, then contact us within 30 days of the invoice date to arrange a return. The returned product must:

1. Be in a saleable condition
2. Be unused
3. Be in its original unopened packaging
4. Have all original manuals and promotional material attached

When the wrong product was delivered to you and we were at fault, then we will provide you with a prepaid return delivery label.

After we have received the returned product and verified that it is in the saleable condition described above, then we will either provide a refund or send the correct product to you.

Faulty product

It may be necessary for your goods to be sent to the manufacturer or their representative for it to be assessed. If goods are assessed by the manufacturer or their representative, then the warranty claim for defective goods will be dealt with in accordance with the manufacturer's policy. You are entitled to a replacement or refund for a major failure and 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.

Where an item is damaged through misuse or abnormal use, Posita will not provide a refund, exchange or repair.

Posita will require satisfactory proof of purchase before providing a remedy.

Risk for goods

Risk for all goods sent passes to the purchaser on delivery.

Delivery of the goods occurs when you pick-up the goods, or the goods are delivered to your delivery address, your agent or nominee or a carrier commissioned on your behalf.

Shortages

Any shortages must be notified within 7 days of delivery.

Proof of purchase

Posita is not required to provide you with a copy of your original receipt to facilitate an exchange, refund, insurance or warranty claim.

Refund method

Refunds for all purchases will be given using your original payment method except for cheque payments.

Late or missing refund

If you are concerned about a late or missing refund, then:

1. Check your bank account again
2. Contact your bank as there is sometimes a processing delay
3. Contact us by email at info@posita.com.au

Bundled items and purchase with gift or bonus

Where products are purchased with a gift or bonus offer, the gift or bonus must also be returned. If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.

In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.

Return delivery address

 

Send all returns to: Posita, PO Box 373, Canterbury VIC. 3126, Australia