Health Technology Supplies Pty Ltd (ABN 69 126 998 193) including any subsidiary companies (“Health Technology Supplies”) will consider the cancellation of an order or the return or exchange of purchased goods subject to the terms and conditions below.
1. CANCELLATION OF ORDERS
Health Technology Supplies, at its discretion, provides for cancellation of orders of goods that have not been 1) custom-made, 2) specially ordered from a supplier due to high value and/or volume, or 3) shipped at the time the cancellation was requested.
1.1. An order placed for a custom-made product cannot be cancelled once production of the item commences. If cancelled, the full value of the order will remain payable by the purchaser.
1.2. An order for stock not on hand due to high value and/or volume cannot be cancelled once the stock procurement process has started. If cancelled, the full value of the order will remain payable by the purchaser.
1.3. Any order that has already been collected by our logistics partner for shipping can no longer be cancelled. If cancelled, the full value of the order will remain payable by the purchaser.
1.4. An order that does not meet the criteria of Sections 1.1, 1.2 or 1.3 may be cancelled at Health Technology Supplies’ discretion with no further amount payable by the purchaser.
2. RETURN & EXCHANGE OF PURCHASED GOODS
Subject to the terms and conditions outlined below, Health Technology Supplies will accept the return of goods or exchange for replacement goods in circumstances where:
2.1. The goods were defective or delivered in error by Health Technology Supplies and the customer has notified Health Technology Supplies within thirty (30) days of delivery or discovery of a defect in the goods;
2.2. The goods were delivered by Health Technology Supplies as ordered by the customer and the customer has notified Health Technology Supplies of an ordering error or ‘change of mind’ within fourteen (14) days of delivery of the goods, subject to the conditions outlined in Section 4 of this policy;
2.3. The goods were damaged in transit. Please note that where damage is evident, it is to be noted on the customer’s copy of the delivery documentation and countersigned by the delivery driver;
2.4. The goods are not custom-made. Goods ordered to meet customer-specific requirements will not be accepted for return unless they were defective at the time of supply;
3. REQUIREMENTS OF RETURNED GOODS
All returned goods must comply with the following conditions:
3.1. Goods must be in their original undamaged packaging, unopened, unmarked, unlabelled to a specific order and otherwise in saleable condition and in their original packaging units of authorised quantities and batch numbers. The goods are required to be returned in a clean, decontaminated and, wherever possible, sterile condition in accordance with AS/NZS4187: “Reprocessing of reusable medical devices in health service organisations”;
3.2. Goods must have a remaining expiry date of six (6) months or more unless otherwise agreed with a Health Technology Supplies representative;
3.3. A clear reason for return of the goods must be provided;
3.4. All returns of goods requested from Health Technology Supplies must have a Goods Return Authorisation (GRA) case number, obtained from Health Technology Supplies’ Customer Service department by telephone or email. The issuing of a GRA number is not an indication that the returned goods will be accepted or a credit will be issued. Goods are to be returned within ten (10) business days of GRA case number issue date.
3.5. Goods for return must be shipped to Health Technology Supplies, Unit 5/27 May Holman Drive, Bassendean, WA 6054. Unless the goods were defective at the time of supply or damaged in transit, Health Technology Supplies reserves the right to reject any goods which do not comply with the above listed requirements.
4. CHANGE OF MIND OR ORDERING ERROR RETURNS
Where goods are returned due to a customer ordering error or change of mind, and the return complies with the requirements outlined in Sections 2.2, 2.4, 2.5 and Section 3 of this policy, Health Technology Supplies will arrange the return of the goods. A restocking fee of 20% will be deducted from any credit issued to the customer to cover freight, handling and administrative costs associated with the return.
Health Technology Supplies reserves the right to assess returned goods and determine whether the return conditions have been met and whether a credit will be issued.
5. DEFECTIVE OR FAULTY GOODS
Where goods are claimed to be defective, goods should be isolated and Health Technology Supplies’ Customer Service department advised of the alleged defect. The goods will be evaluated and if deemed defective, a credit will be issued.
Warranty Issues & Claims
WARRANTY ISSUES OUTSIDE THE FIRST 14 DAYS
Warranty issues arising beyond the initial 14‑day period from receipt of goods must be reported to Health Technology Supplies with full details of the problem. In many cases, issues can be resolved through communication with our technical support team. Telephone support is available to assist with troubleshooting and to minimise the need for product returns.
All goods returned during this period are to be returned at the customer’s expense.
If a warranty claim must proceed, return freight charges remain the responsibility of the customer. These charges will be advised by a Health Technology Supplies representative at the time the return is authorised. Customers must ensure that all warranty documents supplied at the time of purchase are retained, as some manufacturers will not honour warranty claims without these documents.
Certain suppliers require warranty claims to be lodged directly with the Australian distributor or manufacturer rather than through Health Technology Supplies. Customers will be advised by our Customer Service team when a claim must be submitted directly to the relevant party.
WARRANTY PERIODS
Warranty periods listed on the Health Technology Supplies website are based on the manufacturer’s stated warranty terms and conditions. These terms vary between products and manufacturers. Customers should refer to the manufacturer’s website or contact a Health Technology Supplies representative for clarification.
Unless otherwise stated in the product‑specific warranty documentation, all warranty claims should be made through Health Technology Supplies.
Health Technology Supplies may, at its discretion, provide service outside the warranty period or outside standard warranty terms. Such cases are assessed individually and remain at the discretion of Health Technology Supplies.
WARRANTY REFERRALS
Certain products and manufacturers require Health Technology Supplies to refer all warranty claims directly to them. These referral processes ensure that claims are handled efficiently and by the most qualified service professionals.
If a customer believes that an outstanding warranty or returns matter has not been handled in an efficient or satisfactory manner, they are encouraged to contact Health Technology Supplies. We pride ourselves on delivering high‑level customer service and support and will take all reasonable actions within the bounds of our terms to support our customers.
Contacting Us
We can be reached by contacting Health Technology Supplies
Email: orders@htsupplies.com.au
Last Updated: 8th July 2026
