Warranty & Returns Policy
We want you to be confident in every purchase from Raan Medical. This page explains how we handle faulty items, DOA (dead on arrival), transit damage, change-of-mind, and warranty claims for orders placed via our website/store. Your rights under the Australian Consumer Law (ACL) apply in addition to any manufacturer’s warranty.
1. Your rights under the ACL
You are entitled to a repair, replacement, or refund for a major failure, and to a repair or replacement if the goods fail to be of acceptable quality and the failure is not major. Nothing in this policy limits your ACL rights.
2. Change-of-mind returns (business customers)
Because we supply professional products to clinics and trade customers, we generally do not accept change-of-mind returns. Where we agree, at our discretion, the item must be: (a) unopened, unused, in original packaging with all seals/tags intact; and (b) returned within 14 days of delivery with proof of purchase. Approved change-of-mind returns may attract a restocking fee and freight is non-refundable. Return shipping is at the customer’s cost and risk.
3. DOA & transit damage
Please inspect deliveries on arrival. If an item is damaged in transit, missing, or DOA, contact us within 3 business days with photos of the packaging and product, plus your order number. We’ll liaise with the carrier and arrange a remedy per Sections 7–8.
4. Incorrect items sent
If we ship the wrong item, let us know within 3 business days. We’ll organise return shipping (at our cost) and supply the correct item or a refund.
5. How to request a return or warranty assessment
a) Log a request: Email [email protected] with your order number, item/SKU, issue description, photos/videos, and batch/serial number where applicable.
b) RMA authorisation: We’ll confirm eligibility and issue a Return Merchandise Authorisation (RMA) with instructions.
c) Pack & ship: Use original packaging wherever possible; include all accessories and a copy of the RMA. Returns sent without an RMA may be delayed.
d) Assessment: On receipt, we inspect and test the item and confirm the outcome. For some products, the manufacturer or authorised service agent will conduct the assessment directly; we’ll coordinate this for you.
6. Remedies (faulty items)
Once assessed, and subject to the ACL: Repair (where the issue is minor and repairable within a reasonable time); Replacement (for major failures or where repair is not practical); Refund (for major failures or where a replacement is unavailable within a reasonable time). We’ll confirm the remedy and next steps in writing. Refunds are processed to the original payment method (timing may vary by bank/gateway).
7. Warranty coverage (manufacturer & store)
Most products are covered by a manufacturer’s warranty. Warranty periods and processes vary by brand and category. As guidance:
• Capital devices: 24 months (registration and proof of purchase required; misuse or unauthorised repair voids coverage)
• Handpieces/accessories: see above
• Skincare/consumables: N/A (quality on delivery; defects on arrival replaced/refunded; opened/used items not returnable for change-of-mind)
Your product page or invoice may specify the exact period; ask our team if unsure.
8. Exclusions (examples)
A return or warranty claim may be declined if the issue is caused by: normal wear and tear or cosmetic marks that don’t affect function; misuse, improper storage, failure to follow IFU/training, unauthorised repair or modification; consumables (e.g., gels, sterile/single-use items) that have been opened or unsealed unless defective on arrival; temperature-sensitive goods not received on first delivery attempt leading to spoilage; damage occurring after delivery (including parcels left under Authority To Leave); or insufficient evidence (e.g., missing photos, serial numbers) to assess the claim.
9. Return shipping costs
Faulty/incorrect/DOA: If confirmed, we’ll cover reasonable return freight or provide a pre-paid label. Change-of-mind/ineligible returns: You are responsible for return freight. If the product is found not faulty, we may return it to you at your cost.
10. International & cross-border (NZ)
For New Zealand orders, warranty support is provided in line with this policy and the manufacturer’s terms. International freight, duties, and taxes for returns are the customer’s responsibility unless we advise otherwise in writing.
11. Title, risk & inspection
Risk passes on delivery to your nominated address (or collection), and title passes once full payment is received. Please review the shipment promptly and notify us of issues per Sections 4–5.
12. Shopify & payment gateways
Where you purchased via our Shopify storefront, refunds are processed through the original payment gateway (e.g., Shopify Payments/credit card). Gateway processing times vary and are outside our control.
Contact
Questions about a return or warranty claim? Email: [email protected] | Phone: 0422 556 770 (prefer message) | Hours: Mon–Fri, 9:00 am–5:00 pm AEST/AEDT