At Surplus Shop, we are committed to providing our customers with high-quality products and exceptional service. We offer a thirty (30) day returns policy, which allows you to request a return within thirty (30) days of receiving your item. To quality for a return, the item must be in the same condition in which it was received, unused or unworn, and returned in its original packaging. Proof of purchase, such as an online receipt, must be provided. To initiate a return, please contact us at orders@medinox.com.au. Once your request is approved, we will provide a return shipping label along with detailed instructions on how and where to send your item. Please note that items returned without prior authorisation will not be accepted. All returns must be sent to the following address: Unit 20 / 314 Burleigh Connection Dr, Burleigh Heads, QLD, 4220. Should you require any additional information or clarification on our returns policy, please do not hesitate to contact us on 1800 724 903 or send an email to orders@medinox.com.au.

DAMAGES AND ISSUES
Please inspect your order upon receipt and contact us immediately if you have received an item that is defective, damaged, or incorrect. Following this process will allow us to assess the issue promptly and take the appropriate corrective action.

EXCEPTIONS AND NON-RETURNABLE ITEMS
Certain categories of products are not eligible for return, including perishable goods, custom-made items, and personal care products. We are also unable to accept returns for hazardous materials, flammable liquids, or gases. If you are uncertain whether your item qualifies, please do not hesitate to contact us. Please note that we cannot accept or process returns or exchanges for gift cards purchased from www.surplusshop.com.au.

EXCHANGES
The most efficient way to receive a replacement item is to submit a return for the original produce. Once the return has been approved, you may proceed with placing a new order for your desired item.

AUSTRALIAN CONSUMER LAW - COOLING OFF PERIOD
In addition to our store policy, consumers in Australia are protected under the Australian Consumer Law (ACL). Under the ACL, a cooling-off period applies primarily to unsolicited consumer agreements, such as door-to-door sales or telemarketing. Customers have ten (10) business days to cancel such agreements for any reason and without penalty. While Surplus Shop does not typically engage in unsolicited sales, we acknowledge and comply with all obligations under the ACL. Customers retain all rights for remedies - including replacement or refund - if a product is faulty, unsafe, not as described, or not fit for purpose, regardless of our standard thirty (30) day return policy.

REFUNDS
Once we have received and inspected the returned item, we will notify you of the outcome. If approved, the refund will be issued to your original payment method within ten (10) business days. Please note that your bank or credit card provider may require additional time to process the refund. If you do not receive the approved refund within fifteen (15) business days, please contact us on 1800 724 903 or send an email to orders@medinox.com.au.