Returns and Refunds Policy
At Biofast Healthcare Supplies, we want you to be happy with your purchase. This policy is designed to work alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes those rights.
Change of mind
We are not required to provide a refund or replacement if you simply change your mind (for example: you ordered the wrong item, no longer need it, or found it cheaper elsewhere).
However, Biofast Healthcare Supplies may offer a refund, exchange, or store credit at management’s discretion, depending on the product type, condition, and return eligibility.
Where an order has already been dispatched, any return requested due to change of mind, ordering the wrong size/color, or no longer needing the item may incur a 20% restocking fee.
Faulty, damaged, incorrect, or not as described
If an item has a problem covered by the ACL, you are entitled to a remedy.
A major problem (major failure) is when an item:
-
has a problem that would have stopped someone from buying it if they had known about it
-
is unsafe
-
is significantly different from the sample or description
-
doesn’t do what we said it would do (or what you asked for) and can’t be easily fixed
Please keep your proof of purchase (e.g., receipt, tax invoice, or order confirmation).
Quality disputes — notify us within 7 days
If you believe there is a quality issue with your order, you must notify us within 7 days of receiving the order so we can investigate and resolve it promptly.
If you contact us after 7 days, we may still assist, but any refund, replacement, or credit will be assessed case-by-case, and there is no guarantee a refund will be provided—this will depend on the circumstances, product type, condition, and supporting information available.
How to request a return or report an issue
To request a return or report a problem, please contact us with:
-
your order number
-
a description of the issue
-
photos/videos where relevant
Please do not send items back until you receive return instructions, as unsolicited returns may delay processing.
Refund method
Approved refunds are generally issued to the original payment method, unless otherwise agreed. Shipping costs are typically non-refundable except where required by law (for example, in certain ACL claims).
Refund timeline
Refunds will take approximately 3-5 business days to be processed.
Delivery & Shipping Policy
Subject to this Agreement, goods will be supplied as shown on your order confirmation, which will be provided to you by email.
We ship Australia-wide, and to selected international destinations (including New Zealand, Singapore and the USA). Please contact us for an international freight quote.
Free delivery on orders over $199 to metro areas of Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra and Hobart. Excludes Darwin, regional and remote areas, and bulky items.
Bulky items (such as hospital beds, vaccine fridges, furniture and trolleys) ship directly from our suppliers' warehouses. Freight for these items is quoted separately, usually within 1–2 business days of your order, and we will confirm the cost with you before dispatch.
Dispatch: in-stock orders are packed by our Melbourne team and usually dispatched within 1–2 business days. We use a range of couriers and you will receive tracking details by email.
Typical delivery times after dispatch:
- Melbourne metro: usually the next business day
- Sydney, Brisbane, Adelaide, Canberra and Hobart: around 3 business days
- Perth, Darwin and regional areas: around 5–7 business days
- Remote areas: may take longer
Delivery times are indicative only and we do not accept any liability for failure to meet the scheduled delivery times or any inconvenience caused.
Receiving the Delivery:
Deliveries will require a signature to verify the delivery. The best addresses are where someone is home between 7am and 6pm weekdays, or a business address which is open during normal business hours. Usually if delivery cannot be made, Australia Post and couriers will leave a note to make another appointment or for you to pick up that item but this cannot be taken for granted. If delivery cannot be made you will be responsible for any delivery fees incurred even though you may not receive the item, so please ensure someone is available to sign.
Authority to Leave Goods Consent (ATL)
You may provide your consent for us to leave goods unattended and without a signature at the nominated delivery address.
By providing this consent you acknowledge and agree that, once the courier has left the goods at the delivery address, the complete order has been received.
Biofast and our couriers do not accept responsibility for any loss or damage which results from the A.T.L. delivery method.
We will use our best endeavours to meet stated timeframes for delivery, however, from time to time particularly during busy periods, our shipping service providers may suffer delays beyond our control. If your order is running late, please contact us and we will chase it with the courier.
Contact us
Email: customerservice@biofast.com.au
Phone: (03) 8905 4449 · Mon–Fri 9am–6pm, Sat 10am–3pm