Supplies: returns and refunds

Are supplies on sale?

Who can buy supplies

Supplies (such as concentrator filters, nasal cannulas, BiPAP masks and filters, and underpads) are sold to customers with a current rental from us, or one in the last 6 months, from Supplies in My account. We offer only supplies that fit the equipment you rent or rented, and we don't sell them on their own. They fit the equipment; they are not medical advice.

Prices, MRP and product details

Each supply's price, GST and MRP (the maximum retail price, inclusive of all taxes) are shown before you choose a quantity, and the price never exceeds the MRP. The manufacturer, packer or importer, the country of origin, the common name, the net quantity and the consumer-care details are shown with each item before you pay. Nothing is added to an order unless you choose it, and the total you see is the amount charged.

Delivery

With the technician's next visit, free, when one is due within 3 days; otherwise by courier, usually within 3 days, for the fee shown before you pay (free at present). The order goes to the address of your rental.

Returns

Unopened supplies can be returned within 7 days of delivery. For hygiene, opened masks, cannulas, filters and underpads can't be returned unless they are faulty. Each item's rule is shown before you pay and in your order confirmation.

If an item is faulty, damaged or not what you ordered, tell us within 7 days of delivery and we replace it or refund it.

How to return or cancel

Returns aren't online yet: call us. You can cancel an order on your Supplies page until we pack it, and it is refunded in full. We collect a return with our next visit or arrange a courier, at no cost to you when the item is faulty or wrong.

Refunds

Refunds go back the way you paid, within 7 working days of our accepting a return or cancellation, with a credit note for the invoice. Supply refunds are separate from your rental's deposit.