Refund and Returns Policy
Our Commitment to You
At Diabetes Essentials, we believe in offering only the best. All our products have been reviewed and approved by our dedicated team of health professionals, including Credentialed Diabetes Educators, Accredited Practising Dietitians and Exercise Physiologists from Diabetes SA. This ensures you receive only high-quality, reliable products from brands that you can trust.
If a product does not perform to your satisfaction or the manufacturer’s specifications, you can contact our Customer Service Team for a repair, replacement, or refund.
Consumer Rights
The Australian Competition and Consumer Commission (ACCC) along with the Officer of Consumer & Business Services provides information about consumer rights regarding product purchases and returns.
You have the right to ask for a repair, replacement, or refund for products that you have purchased.
When you purchase a product, the product must be:
- Of acceptable quality (safe, lasting, and free of faults)
- Fit for purpose
- Match the product description
- Match any sample or demonstration model
Proof of Purchase
When you return your product(s), 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.
Return Period
You can return your product(s) within 30 days from the date of purchase if it does not meet the above requirements.
Exclusions
We do not offer returns on product(s) if:
- You change your mind or make a wrong choice.
- The item was used incorrectly or misused.
- You damage the goods after purchase.
Missing Orders or Products
If your order has not arrived or you are missing products, please contact our Customer Services Team. You can track your order through the email link provided by the delivery service at the time of lodgement. If you do not have an email address or have not received tracking notifications, contact our Customer Services Team.
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.
We ask you to return the product(s) if it can be posted or easily returned to us. Items don’t need to be returned in their original packages, but please keep proof of postage costs for a refund and ensure goods are well-protected when returning.
If your faulty or damaged product(s) are personal care items that have been used, we kindly ask that you do not return these items. Instead, please dispose of it appropriately after consulting with our Customer Service Team.
All sharps should be disposed of in a sharps container. This is a non-reusable container for the collection of sharp medical items used in health care. Once a sharps container is full it must be sealed and disposed of only into approved sharps bins for safe sharps disposal.
Customer Services Team
- Email:Â orders@diabetesessentials.com.au
- Phone: 1300 647 302
