Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

No, unfortunately we do not have a physical store for our First Aid or Rehabilitation products we are (ONLINE ONLY) this is how we can keep our prices low and able to offer price matching.  

We are available: Monday to Friday 9:00am – 5:00pm and Saturday 10.00am to 01.00pm if you have any questions relating to any products we offer. 

We do have Offices in VIC, NSW and QLD for our other business operations.

We accept Visa, MasterCard & Amex credit cards.

We also offer PAY LATER options Afterpay, Laybuy and Klarna.

We only offer 30 day credit accounts for approved customers.

All prices on the website are in Australian Dollars and GST is indicated where applicable.

Shipping is free for all orders over $150.00 inc GST (Australia Wide)

For orders less than $150 cost is $9.95 inc GST (Australia Wide)

Orders are generally dispatched same day for orders placed before 3pm, otherwise 1-3 business days. if there are any delays with your order we will notify you.

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Change of mind refunds and exchanges: within 30 days of purchase 

  • Your original Onset Health Services receipt or online tax invoice are the best form of proof of purchase.
  • Refund (Option 1) will be issued in the form of store credit, less returning postage, original postage and 5% re-stocking fee.
  • Refund (Option 2) will be issued in the form of original payment method, less returning postage, original postage and 10% re-stocking fee.

Other returns: within 30 days of purchase

Onset Health Services will accept product returns and provide you with an exchange or repair where:

  • The product is faulty or is not of acceptable quality, or
  • The product is not fit for its intended purpose, or
  • The product is unsafe, and
  • You can present your Onset Health Services receipt, online tax invoice or other adequate proof of purchase.

Onset Health Services may elect to return the product to the manufacturer to determine the nature of the problem. Onset Health Services reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.

Repairs and replacements:

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair goods. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality* and the failure does not amount to a major failure.

*Products must be of acceptable quality, that is:

  • safe, lasting, with no faults
  • look acceptable
  • do all the things someone would normally expect them to do.

Acceptable quality takes into account what would normally be expected for the type of product and cost.

Onset Health Services reserves the right to:

Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Even though great care is taken in the shipping process, if your item/s arrives damaged, please contact us to assess the damage and to work out a solution. You may be requested to provide of photograph of your item/s and /or delivery package to aid a speedy resolution. Goods damaged while in transit must also be taken to Australia Post for assessment and any applicable refund under Australia Post’s insurance.

For returns under Australian Consumer Law, please contact our Customer Service Team to arrange collection of the item/s to be delivered back to our Warehouse for assessment, exchange, repair or refund. Onset Health reserves the right to refer the customer and item directly to the manufacturer where applicable.

 

All products have a 12 month warranty.
 

Yes, an invoice will automatically be emailed to you after your purchase, if you didn’t received one please contact us.

Looking for an item not shown on our website? Please contact us

We have access to hundreds of First Aid & Health, Safety and Rehabilitation products

Our ABN is 63 626 979 468. If you have placed an order the ABN is also located on your Invoice.

Yes, all our products we sell are TGA approved.

Onset Health Services uses Pay Pal as it preferred payment gateway where your information is processed securely online. Your card details are not stored.

Yes we do, please contact us for a quote.

Please see below delivery timeframes after dispatch.  

Location Business Days
QLD Brisbane Most arrive within 2-4 business days
NSW Sydney Most arrive within 2-4 business days
ACT Canberra Most arrive within 2-4 business days
VIC Melbourne Most arrive within 2-3 business days
TAS Hobart Most arrive within 4-7 business days
SA Adelaide Most arrive within 3-6 business days
WA Perth Most arrive within 7-10 business days
NT Darwin Most arrive within 7 business days