Delivery, Returns and Replacement Policy
1 PURPOSE
The purpose of this policy is to outline and manage how customers of DNH Medical Pty Ltd (DNH Medical) can return or exchange unwanted or defective products that they have purchased via DNH Medical’s e-commerce platform.
2 SCOPE
This policy applies to all DNH Medical customers who purchase goods using the company e-commerce platform (shop.dnhmedical.com.au). For DNH Medical customers who are also account holders, this policy should be read in conjunction with your account holder contract.
3 ROLES AND RESPONSIBILITIES
The following roles and responsibilities are associated with this policy:
Commercial Manager
The Commercial Manager is responsible for updating this policy.
Operations Manager
The Operations Manager is responsible for implementing this policy and resolving any customer ordering issues relevant to this policy.
Customer Service Team Lead
The Customer Service Team Lead is responsible for responding to customer ordering enquiries/concerns and referring these to the Operations Manager if required.
4 DELIVERY
4.1. Goods are delivered to the delivery address specified by the customer during the registration process.
4.2. DNH Medical is not licenced to export goods and therefore will only process and ship orders to delivery addresses situated in Australia.
4.3. Unless otherwise stated, delivery dates are estimates only and should not be relied upon assuch. Shipping rates may vary according to postcode. DNH Medical may provide a delivery notice for each delivery which particularises the goods delivered and the amount payable for those goods.
4.4. It is the customers responsibility to:
4.4.1. Inspect the goods immediately upon delivery to the delivery address and carry out any tests that a prudent person would carry out; and
4.4.2. Notify DNH Medical in writing of any alleged irregularities in quantity or description or any faults or defects in respect of any goods within five (5) business days of delivery to the delivery address.
4.5. The customer must sign and return to DNH Medical a ‘Goods Received’ acknowledgement as provided by DNH Medical with the goods within twenty-four (24) hours of delivery by either fax or email.
4.6. DNH Medical guarantees that all goods will be delivered in a reasonable timeframe. Any potential delays in delivery will be communicated by DNH Medical and customers will be updated on when they can expect to receive their items.
5 RETURNS AND REPLACEMENT
A credit note or refund to a nominated bank account will be issued for all goods that qualify for a return.
5.1. Requirements for all Returns
5.1.1. All Goods will need to meet these requirements to qualify for a return, failing which we reserve the right to deny a return or credit request:
a) be submitted using the online form (Return Authorisation Form COM-F-001) with all required fields complete. A copy of this form will be provided via email to the customer;
b) be sent back on the exact authorisation number (MB / MAP) that they were sent on;
c) match the same name, quantity, batch number, and expiry as the goods ordered and submitted on the returns form;
d) have sufficient protective packaging so as the goods do not get damaged in transit; and
e) have the accompanying print out of PDF returns form in the parcel being sent back.
5.2. How to Submit a Return
5.2.1. To submit a request for a return and credit:
a) use the online returns form located inside the order history tab of your account to search for an order;
b) click on the ‘Product Return Form’ tab at the top of the page and fill out all fields;
c) a customer support team member will review the return and get in touch to approve and provide shipping details or request further information;
d) print the PDF returns form that was sent by email and include this in the return parcel;
e) once approved, use the original or similar packaging to protect the goods and drop at your local post office;
f) depending on a credit or replacement:
a. credit – will be applied to your account which will be included on your next statement;
b. replacement – you will need to place a new order through the platform that will be sent out an invoiced at $0.00;
c. For damaged and/or faulty goods, there are instances where we do not require them to be returned in which case they can be destroyed by you by an approved means. We will notify you if we do not require the goods to be returned.
5.3. Standard Returns
5.3.1. A standard return may be submitted for:
a) goods that are no longer required by the patient; and
b) incorrect goods ordered by you,
c) provided the following conditions are met:
a. the return form must be submitted within forty-five (45) days from the date of receipt of the goods;
b. the goods must not have been dispensed to the patient;
c. the goods being returned must be sent via registered mail/courier with tracking (paid by you as the customer);
d. the goods must be in the original unopened packaging including all labels, unused condition with no signs of dispensing labels, stickers, or
remaining residue; and
e. the goods must have more than six (6) weeks shelf life remaining at the time of receipt by us.
5.4. Damaged or Faulty Returns
5.4.1. A return may be submitted for damaged or faulty goods, including goods that:
a) are leaking;
b) are opened;
c) have a broken seal, lid or dropper;
d) contain a faulty device; or
e) do not meet the standard quality which has been validated, provided the return form is submitted within:
a. forty-five (45) days of receipt of the goods; or
b. seven (7) days from the date the goods are dispensed to a patient, whichever is the later.
5.4.2. DNH Medical has determined that these are reasonable timeframes to identify whether a product has been delivered to you in a damaged/faulty condition and will not be able to accept returns older than this.
5.4.3. For any damaged or faulty returns which comply with the subclause (a) above, we will send a pre-paid envelope/returns label and/or credit your account for an amount equal to the applicable postage costs.
5.4.4. If a product quality issue has been raised with DNH Medical and has been escalated for further investigating:
a) We require that the product be held in your control prior to submitting the return form. The product will need to be sent back to us within 7 days from when the return has been escalated.
b) Once investigated at our distribution centre all products (approved or declined) will be destroyed and are unable to be returned to you.
5.5. Goods Damaged in Transit
5.5.1. Although we endeavour to package every order carefully to prevent damage in transit, occasionally goods will arrive damaged or defective. Often there is no need to return damaged or defective goods.
5.5.2. We also follow careful procedures to ensure all goods are correct, but occasionally we do make mistakes. Please call customer service so we can correct this problem immediately at our expense.
5.6. Short Expiry Return
5.6.1. Due to the nature of the goods, the expiry date per batch and product need to be taken into consideration when placing an order and dispensing any goods to a patient. All goods on the platform have the expiry date listed within the product page, as well as give you as the customer a notification before adding to the cart if it is within 42 days (6 weeks).
5.6.2. By agreeing to the notification and proceeding with the order, you are accepting that both you and the patient understand and accept final delivery of the short expiring product.
5.6.3. We are not able to accept returns for any goods unless damaged or faulty within 42 days (6 weeks) of a product expiry date when the customer has pre-accepted the expiry date.
5.6.4. Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your order. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
5.6.5. We may elect to return the goods to the manufacturer to determine the nature of the problem and we reserve the right not to offer an exchange or refund where the fault of any goods is a result of misuse or neglect.
5.6.6. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. We reserve the right to assess the condition and age of returned goods prior to providing an exchange or refund. This may result in an exchange or refund being refused. We also reserve the right to refuse returns or offer an exchange or refund to anyone who we, in our sole discretion, suspect of abusing our return policy. Please note that we inspect the goods and if a product has been used or handled in a way which has diminished its value, we may also reduce the value of the refund to reflect the reduction in the value of the goods.
5.6.7. Additional or different terms and conditions may apply in relation to the return of Goods that are being recalled by us, our affiliates, or our suppliers for quality and/or safety reasons.
12 CONTACT US
For further information or to speak to a customer service representative, please contact us:
DNH Medical Pty Ltd
Phone: 1300 580 815
Email: hello@dnhmedical.com.au
NB: Our Delivery, Returns and Replacement Policy was last updated on 01 January 2024.