Shipping, Returns & Refunds Policy
Effective date: 21 July 2023
This Shipping, Returns, and Refunds Policy (“Policy”) outlines the terms and conditions governing shipping, returns, and refunds for Omnisurge Pty Ltd (“we,” “our,” or “the Company”), an online store specializing in the sale of mobility products such as wheelchairs, crutches, and other related products. By purchasing from our online store, you (“you” or “the Customer”) agree to be bound by this Policy.
Please read this Policy carefully before making a purchase.
1.1 Shipping Methods and Charges: We strive to ensure prompt and reliable delivery of our products. The shipping methods available, associated charges, and estimated delivery times will be provided during the checkout process. Delivery times may vary depending on the shipping destination and the availability of the purchased product.
1.2 Shipping Restrictions: Some products may have shipping restrictions due to their size, weight, or other factors. If any such restrictions apply to a product you have ordered, we will inform you as soon as possible and work towards finding a suitable solution.
1.3 Shipment Tracking: Once your order has been shipped, we will provide you with a tracking number, if applicable. You can use this tracking number to monitor the progress of your shipment.
1.4 Delivery Issues: While we make every effort to ensure timely delivery, unforeseen circumstances or external factors may occasionally cause delays. In such cases, we will make reasonable efforts to resolve the issue promptly and keep you informed of any delays or changes to your delivery schedule
2.1 Eligibility: We understand that sometimes a product may not meet your expectations. If you are not satisfied with your purchase, you may be eligible to return the product subject to the conditions outlined in this section
2.2 Return Period:
2.2.1 No handling fee involved: You may initiate a return within  calendar days from the date of product receipt, provided that the product is in its original condition, including all accessories, manuals, and packaging.
2.2.2 10% handling fee: Any returns initiated after 5 days of product receipt will incur a 10% handling fee.
2.3 Return Process: To initiate a return, please contact our customer support team firstname.lastname@example.org or email@example.com. We will guide you through the return process, including providing a reference number, shipping instructions, and any other necessary details.
2.4 Return Shipping: The cost of return shipping shall be borne by the Customer unless the return is due to an error on our part, such as a defective or incorrect item being shipped or incorrect quantity/product delivery. In such cases, we will provide a prepaid shipping label or arrange for the return shipping at our expense.
2.5 Condition of Returned Products: Returned products must be in their original, unused, and resalable condition, including all accessories, manuals, and packaging. We reserve the right to refuse returns or charge a restocking fee if the returned products are not in compliance with these requirements
3.1 Refund Eligibility: Refunds will be considered for eligible returns in accordance with this Policy. Once we receive and inspect the returned product, we will determine whether a refund is appropriate.
3.2 Refund Process: If your return is approved, we will initiate a refund to the original payment method used for the purchase. Please note that the time required to process refunds may vary depending on your financial institution.
3.3 Non-refundable Items: Certain items, such as personalized or customized products, hygiene products, or products marked as non-returnable, may not be eligible for a refund. We will clearly indicate any non-refundable items on the product page or during the checkout process.
4. Contact Information
4.1 If you have any questions or concerns regarding this Shipping, Returns, and Refunds Policy, please contact our customer support team through firstname.lastname@example.org. We will be happy to assist you and address any queries you may have.
4.2 Please note that this Policy may be subject to change without prior notice. The most recent version of this Policy will be available on our website.