Returns & Refunds

Please inspect every delivery before signing. If the packaging is visibly damaged, note it on the delivery receipt.

Report damage in transit, wrong items or missing items within 48 hours of delivery by raising a Return / replacement ticket with your order number and photos. We arrange a replacement or refund at no cost to you.

If equipment fails at installation or within the first days of use (“dead on arrival”), raise a breakdown ticket. An authorised engineer inspects it; if a manufacturing defect is confirmed, the unit is repaired or replaced under warranty, or refunded if neither is possible.

For hygiene, safety and regulatory reasons, these cannot be returned unless they arrived damaged, defective or incorrect:

• Sterile or single-use consumables once the packaging or seal is opened
• Equipment that has been installed and used, except under warranty
• Custom-configured, made-to-order or specially imported items
• Items damaged by misuse, unauthorised repair or improper installation

Unopened, unused standard catalogue items may be returned within 7 days of delivery in original, sealed packaging. Return freight and any restocking charge shown on the product page are deducted from the refund. Items bought through a vendor quote follow the return terms on that quote.

You can cancel free of charge before the order is dispatched. After dispatch, the order is treated as a return. Milestone advances are refunded in full if we or the vendor cannot fulfil the order.

• Refunds are made to the original payment method, or to your bank account for bank transfers.
• We start the refund within 7 working days of approving the return; your bank may take a few more days to credit it.
• A GST credit note is issued so your input tax credit stays correct.