Refund Policy

Diabetes SA is committed to providing high quality products for sale within the Diabetes SA Retail and Online Shop that assist people to manage their diabetes. Ensuring products have been thoroughly researched and reviewed by our health care team of Credentialed Diabetes Educators, Accredited Practicing Dietitians, Registered Nurses, Podiatrists and Exercise Physiologist provides you with a high level of confidence when you purchase from Diabetes SA.

Whilst every endeavour is made in the selection and review of products, there may be times where you seek to return a product(s). The Australian Competition and Consumer Commission (ACCC) along with the Officer of Consumer & Business Services provides information about consumer rights in regard to product purchases and returns.

You have the right to ask for a repair, replacement, or refund for products that you have purchased in store or online.

When you purchase a product, the product must:

  1. be of acceptable quality - this means that the product is safe, lasting, has no faults, looks acceptable and does all the things you would normally expect them to do
  2. be fit for the purpose
  3. match the product description
  4. match any sample or demonstration model.

Where the product does not meet these requirements, you are entitled to return your product to us within 30 days from the date of purchase.

When you return your product, we will ask you to provide us with proof of purchase with either a receipt or your bank statement. Once we have this, we will discuss your options for the item to be repaired, replaced, or refunded.

Where a refund is provided it will be refunded using your original method of payment.

Any promotional offers or discounts received in the original order will not be carried over in exchanges if the promotion has ceased.

We don’t offer returns on product(s):

  • If you change your mind or make a wrong choice.
  • If the item was being used incorrectly or being misused
  • If you damage the goods after purchase

Missing Order or Missing Products?

If your order has not yet arrived or you are missing products within the parcel received, please contact our Customer Services team.

You can track the progress of your order through the email link provided to you by Australia Post at the time of lodgement by Diabetes SA. If you do not have an email address or tracking notifications have not been received, please contact our Customer Services team on 1300 198 204.

Faulty or Damaged Products

If you have a faulty or damaged product, please contact our Customer Services team.

Depending on the value of the goods, the fault identified, or the advice sought from the manufacturer we may ask you to return the product or email a photograph clearly displaying the fault or damage.

If the product(s) is found to have a manufacturing fault or was damaged prior to delivery, a replacement product, or a refund (including any associated postage costs to return the goods), will be provided.

The customer is to organise the return if it can be posted or easily returned to us. Items don't need to be returned in their original packages, but the customer should:

  • keep proof of purchase for postage or transport costs so that Diabetes SA can refund the cost once the goods are proven faulty.
  • wrap the goods so they are well protected during delivery.

We are here to assist you in your product purchase and value your support of the Diabetes SA Retail and Online Shop.

How to Contact our Customer Service team?

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