Returns Refunds and Recalls
If you have received an item that you are not happy with or is faulty, please let us know as soon as possible. Ideally within 14 days, however, we do know that this is sometimes not possible and it will be looked at on a case by case basis.
Services
We service many hospitals in Victoria doing weekly round repairs. If you are unhappy with the repair or service replacement of instruments, we are required to be notified within a week or two of the hospital receiving them back. If something is returned in the space of 3 months, we inspect the instruments and decide on whether it is a warranty repair or misuse. In case of misuse a warranty repair will not be offered.
Any service replacements that do not meet the requirements of the customer must be brought to our attention within 2 weeks of receiving them. Anything brought to our attention outside of the timeframe will be looked at on a case by case basis with only exceptional circumstances considered.
Products
If your item is a special order item that we do not normally stock, we will only accept returns of faulty items. It is the customer’s responsibility to ensure the correct items are being ordered.
As a sponsor, for Genesee Biomedical and Reda Instruments, we can offer a 1-year manufacturer’s warranty on new products ordered. This excludes damage that is caused by misuse.
If an item is deemed faulty, we will contact the manufacturer with the relevant information from the customer. The manufacturer may require items to be sent back for investigation. Upon investigating the manufacturer will determine what the cause of the issue was and how we will resolve it. Sometimes a manufacturer may suggest a repair before trying to replace an item. If the item is deemed faulty and a replacement is needed, we will offer the same item or an alternative item at no extra charge if it is an isolated incident.
If a manufacturer has deemed that there is a wider spread issue with a product, we will follow the TGA Recall protocols listed on their website. Any customers who are affected by a recall will be notified by us in writing as soon as we are aware of any recalls. For more details of the TGA Recall procedures please go to this website: https://www.tga.gov.au/how-we-regulate/monitoring-safety-and-shortages/procedure-recalls-product-alerts-and-product-corrections-prac.
Services
We service many hospitals in Victoria doing weekly round repairs. If you are unhappy with the repair or service replacement of instruments, we are required to be notified within a week or two of the hospital receiving them back. If something is returned in the space of 3 months, we inspect the instruments and decide on whether it is a warranty repair or misuse. In case of misuse a warranty repair will not be offered.
Any service replacements that do not meet the requirements of the customer must be brought to our attention within 2 weeks of receiving them. Anything brought to our attention outside of the timeframe will be looked at on a case by case basis with only exceptional circumstances considered.
Products
If your item is a special order item that we do not normally stock, we will only accept returns of faulty items. It is the customer’s responsibility to ensure the correct items are being ordered.
As a sponsor, for Genesee Biomedical and Reda Instruments, we can offer a 1-year manufacturer’s warranty on new products ordered. This excludes damage that is caused by misuse.
If an item is deemed faulty, we will contact the manufacturer with the relevant information from the customer. The manufacturer may require items to be sent back for investigation. Upon investigating the manufacturer will determine what the cause of the issue was and how we will resolve it. Sometimes a manufacturer may suggest a repair before trying to replace an item. If the item is deemed faulty and a replacement is needed, we will offer the same item or an alternative item at no extra charge if it is an isolated incident.
If a manufacturer has deemed that there is a wider spread issue with a product, we will follow the TGA Recall protocols listed on their website. Any customers who are affected by a recall will be notified by us in writing as soon as we are aware of any recalls. For more details of the TGA Recall procedures please go to this website: https://www.tga.gov.au/how-we-regulate/monitoring-safety-and-shortages/procedure-recalls-product-alerts-and-product-corrections-prac.