Free “Australia Wide” delivery for orders over $120 (excluding wholesale orders and where specified otherwise). Orders are normally sent within 1-3 days of ordering and orders for in stock items placed before 3pm on a business day are generally sent same day if payment is received.

All orders are sent via Australia Post and are dispatched from either our warehouse in Melbourne or one of our local distributors. We do not ship Internationally.

We aim to get your order to you as quickly as possible but delivery times can vary based on order size, ordering time and day, delivery location and delivery method.

If you create an account at checkout you can see the status of your order by logging in to this website and checking the My Account section where you can see your order history and status. You can also contact us to find out the status of your order.

SORRY BUT WE DON’T ACCEPT RETURNS ON PPE/COVID supplies including tests, masks, gowns and gloves 

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.

Onset Health Services (onsethealth.org) has introduced changes to its Returns Policy to help support more customers access essential products in reasonable quantities at this time.

Change of mind refunds and exchanges will not be available to customers for the foreseeable future due to the hygiene and sterile nature of our products.

Onset Health Services encourages customers to continue to purchase only what you need.

Other returns

Onset Health Services will accept product returns and provide you with an exchange or repair within 30 days of purchase 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.

Return postage fee are the responsibility of the customer.

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 and for compensation for any other reasonably foreseeable loss or damage. 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.

Please note:

• Your original Onset Health Services receipt or online tax invoice are the best form of proof of purchase.
• Refunds will only be issued in the form of store credit, less a 15% re-stocking fee.

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.

At Onset Health Services, accessible from onsethealth.org, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by Onset Health Services and how we use it.

If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us.

This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in Onset Health Services. This policy is not applicable to any information collected offline or via channels other than this website.

Consent

By using our website, you hereby consent to our Privacy Policy and agree to its terms.

Information we collect

The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.

If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.

When you register for an Account, we may ask for your contact information, including items such as name, company name, address, email address, and telephone number.

How we use your information

We use the information we collect in various ways, including to:

• Provide, operate, and maintain our website
• Improve, personalise, and expand our website
• Understand and analyse how you use our website
• Develop new products, services, features, and functionality
• Communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the website, and for marketing and promotional purposes
• Send you emails
• Find and prevent fraud

Log Files

Onset Health Services follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services’ analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analysing trends, administering the site, tracking users’ movement on the website, and gathering demographic information. 

Advertising Partners Privacy Policies

You may consult this list to find the Privacy Policy for each of the advertising partners of Onset Health Services.

Third-party ad servers or ad networks uses technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on Onset Health Services, which are sent directly to users’ browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalise the advertising content that you see on websites that you visit.

Note that Onset Health Services has no access to or control over these cookies that are used by third-party advertisers.

Third Party Privacy Policies

Onset Health Services’s Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options.

You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers’ respective websites.

CCPA Privacy Rights (Do Not Sell My Personal Information)

Under the CCPA, among other rights, California consumers have the right to:

Request that a business that collects a consumer’s personal data disclose the categories and specific pieces of personal data that a business has collected about consumers.

Request that a business delete any personal data about the consumer that a business has collected.

Request that a business that sells a consumer’s personal data, not sell the consumer’s personal data.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

GDPR Data Protection Rights

We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:

The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.

The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.

The right to erasure – You have the right to request that we erase your personal data, under certain conditions.

The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.

The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.

The right to data portability – You have the right to request that we transfer the data that we have collected to another organisation, or directly to you, under certain conditions.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.