Refund and return policy

Refund and Return Policy

Policy Objective:

Except when required by law, St John Ambulance Western Australia Ltd (St John WA) will accept product or products purchased from St John WA retail shops or online (Product) returns as outlined below:

Policy Statement

1. When can an item be returned?

A Product may be returned when Product supplied:

  • was not as originally ordered or supplied incorrectly.
  • is faulty or damaged and require repair.
    No return is available for change of mind or incorrectly ordered Product.

2. When can an item be returned?

  • Product should be returned within 14 days from proof of delivery, subject to the Exclusions in section 3. 
  • Product must be returned in saleable condition and accompanied by a proof of purchase (see section 6). 
  • Saleable condition is determined as being unused or unopened, still within its original packaging with all manuals and accessories. The condition of returned Product will be assessed by a quality assurance officer.
  • All refunds will be processed using the original payment method.
  • Products requested to be returned (excluding faulty or damaged Products) outside of the 14 days return period, will only be accepted at the sole discretion of St John WA.

3. Exclusions

The following items cannot be returned for refund or exchange:
  • Print material.
  • Customised product (not as per manufacturer’s original specifications).
  • Extraordinary orders of a large quantity (this will be communicated at point of purchase).
  • Specialised Medical Devices (Therapeutic Product Australia (TGA) classifications Class III, Class IM, Class IS).
  • Medications / Vaccines (Schedules 2-8).
  • Discontinued or clearance Products. 

4. Faulty or damaged products

St John WA will accept return of faulty or damaged Products where:

  • On assessment the Product do not operate as per the product manual or specifications.
  • Components of the Product are missing from the packaging.
  • Product has been received damaged in transit and St John WA have been made aware within the 14 days period from proof of delivery.

5. Warranties

St John WA liaises with the manufacturer of the Product on warranty claims.  St John WA in assessing the cause of the fault or damage may require the manufacturer to assess the product and undertake any repairs.  Accordingly, any repair, replacement or refund may take time to process.

St John WA reserves the right not to replace, refund or repair where the fault or damage is a result of misuse or neglect.

6. Proof of Purchase

Returns, refunds, replacement or repair requests must be accompanied by any one of the following proof of purchase documents:
  • Original receipt
  • Online Tax Invoice (order confirmations will not be accepted)
  • Financial Statement (e.g. bank statement, credit card statement)

Please submit Refund / Return requests to sales@stjohnwa.com.au or call (08) 9334 1233 for further instructions on return of Products to the First Aid Shop at Belmont.