Refund policy

Hesed Med is committed to providing the best service and products. We understand that the products and services you request are very important and should be completed to your direct specifications. 

However, there may be occasions where you have concerns regarding your order meeting expectations. In these circumstances we suggest you contact Hesed Med directly by phone, on (02) 8605 9922, or email, at info@hesedmed.com.au within 5 working days upon receipt of your order to discuss a favourable resolution to your concerns. 

You are entitled to return goods and ask for a refund, exchange or repair if the goods you purchased: 

·       Have a fault that you could not have known about at the time of purchase (see below for goods damaged in transit); 

·       Are not the same as the description provided 

You are not entitled to a refund if you: 

·       simply change your mind or no longer want the goods 

·       realise you can't afford the goods

·       found the same item at a cheaper price elsewhere

·       chose the wrong product, size or style

·       knew about the particular fault prior to purchase 

All claims must be made within 5 days of receiving the product. Customers are responsible for costs involved in the return of goods unless specified by Hesed Med.  All goods that are returned must be unopened, in the original packaging and as new condition for a refund to be given. 

We will refund using your original payment method where appropriate and we reserve the right to replace or refund the sale at our discretion. Refunds or replacements will be fully processed within 14 business days upon receiving your request. 

This Policy operates in addition to your statutory rights for returns of faulty goods. 

 Goods damaged in transit: 

We are advised by our couriers that customers should CHECK every carton/package received for any damage, BEFORE SIGNING the consignment note that goods have been received in good order. 

Any sort of damage must be recorded on the consignment note, e.g. damaged, wet, open etc. so we can bring this to the attention of the courier company. Where possible take and send us digital images of damage associated with the claim. 

By following this process you help us to keep our courier companies mindful of the way they transport goods. It also helps claiming against couriers and insurance companies for damage. 

Last Updated 12/07/2024