Shipping and Returns

Consumer guarantees

As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from NovitaTech. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however, does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has been deemed a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, neglect or abnormal use, NovitaTech will not provide a refund, exchange or repair.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value
• you are also entitled to be compensated for any other reasonably foreseeable loss or damage

NovitaTech will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law. There may be circumstances where you are not entitled to a remedy.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au

When will goods be accepted for return?

When there is deemed to be a major failure and in breach of a Guarantee under Australian Consumer Law or other applicable consumer protection laws or regulations.

No change of mind returns

Please choose carefully as returns and refunds are not possible where you have changed your mind, made a wrong selection or found the goods cheaper elsewhere. Please carefully review the goods and ask as many questions as possible to decide the goods are appropriate for you before proceeding with your final purchase.

Proof of purchase

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

• Original register receipt tax invoice (electronic or photograph will be accepted)
• Online Tax Invoice (order confirmations will not be accepted)
• Packing slip included in all online purchases
• Original return/exchange receipt/gift receipt

Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, which our team members can validate.

How long do you have to return a product?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on the nature of goods, price and statements made on packaging and product labels. Our team can assist you with further information about the warranty period for the product you return.

Assessment and condition of goods for acceptable return

NovitaTech reserves the right to assess the eligibility of goods before accepting them for return. This includes reviewing the condition and age of the goods.

All goods that a customer wishes to be assessed for return must be:

(a) accompanied by valid proof of purchase documentation from NovitaTech;

(b) unaltered, unmodified, unmarked, undamaged and complete with instruction manuals, tags, labels and accessories supplied with the goods as part of the purchase;

Please note that it may be necessary for the manufacturer of the goods to inspect the goods in order to assess eligibility for return. NovitaTech will endeavour to procure such assessment within a reasonable time.

While goods are being assessed, NovitaTech will not be deemed to have accepted the goods for return.

Non-returnable goods

Returns and exchanges will not be provided on the following types of merchandise unless the product fail to meet a consumer guarantee: This includes any goods that may have been soiled or exposed to biological contamination. This also includes but is not limited to goods used for: bathroom & bathing; toileting; toileting & hygiene slings; stockings & undergarments; pillows, bedding & protectors; continence products; bracing & supports; compression garments; personal kitchen aids; cutlery & crockery.

Customised or special orders may not be returned

Goods that have been customised or modified to suit the specific needs of the customer or user may not be returned.

Goods that have been purchased in specifically for the customer or user and would not normally be held in stock by NovitaTech as part of NovitaTech’s range may not be returned unless upon request NovitaTech’s supplier accepts the return from NovitaTech. NovitaTech will endeavour to procure such acceptance within a reasonable time.

Restocking fee

NovitaTech reserves the right to apply a restocking fee of 20%. The customer will be contacted after the goods have been assessed to advise if the restocking fee applies.

Delivery charges

Whereupon assessment it is confirmed that goods have breached a consumer guarantee under Australian Consumer Law, any shipping costs to return the goods to NovitaTech will be at NovitaTech’s cost. If the goods have not breached a consumer guarantee under Australian Consumer Law, any shipping costs to return the goods to NovitaTech will be paid for by the consumer.

What happens when your goods are accepted for return?

Subject to any obligation of NovitaTech at law to the contrary, when NovitaTech accepts goods for return:

1. For a failure to comply with a consumer guarantee which is not a “major failure”, NovitaTech may either:
(a) have the goods repaired or provide an identical replacement; or
(b) provide a refund of the amount paid for the goods; within a reasonable time.

2. For items considers as a “major failure” and cannot be remedied, you may either:
(a) reject the goods and choose a refund or identical replacement or one of the same type and similar value (if reasonably available);
(b) keep the goods and get compensation for any drop in value of the goods caused by the failure; or
(c) agree with NovitaTech to a repair of the goods.

Return tender

Refunds for all purchases will be given using your original payment method (online purchases will automatically be refunded to the account used to pay) except in the following circumstances:

• Where a credit or debit card was used to make the purchase, the cardholder and the same card used for the purchase must also be presented and used for the refund, otherwise a NovitaTech store credit will be provided
• If the purchase was made using a mobile payment or digital wallet service such as Apple Pay, Samsung Pay, Google Pay etc, the refund will be processed back to the mobile or digital wallet
• Cash refunds may only be provided if the initial purchase was paid in cash.

Standard delivery

You can have your order delivered on our standard delivery service to a work or residential address, or on our standard click & collect service and have it delivered to an Australia Post collection point.

You can see which delivery options are available for each parcel at the checkout.

How much does it cost?

Minimum postage of $12.99 for orders under $499.00*

Free for orders over $499.00* Australia-wide.

*This offer applies for standard delivery only and excludes bulky items. Excludes Tasmania.

Bulky items

Items considered bulky will incur additional freight and handling charges.

The delivery fee for bulky items is calculated by the size and weight of item/s, plus the delivery location.

Bulky items include lift chairs, beds, wheelchairs and any item above 22kg or items that have a greater volume than 1 cubic/sq.

How long does it take?

List of metro postcodes where the delivery takes up to 6 business days.

List of rural postcodes where the delivery takes up to 14 business days.

7 business days to the rest of Australia (excluding weekends and public holidays)

Delays may sometimes occur beyond the control of NovitaTech and we will advise you if this happens where we can.*

Tracking your order

Orders will be delivered by Australia Post if your order is being delivered to a postal address.

If your order is being delivered to a collection point, it’ll be delivered to your chosen Australia Post location.

Once your order leaves our warehouse, you’ll receive a shipping confirmation email which will contain your tracking link.

What happens on the day of the delivery?

Your order will be delivered between 7am and 9pm on a business day

If you’re not around when delivery is attempted, the driver will either leave your order in a safe place or a calling card will be left telling you how you can collect your NovitaTech order.

You can also register with Australia Post before placing your order to take advantage of their 24/7 Parcel Lockers.

If you’ve chosen to have your order delivered to a click & collect location, you’ll receive an email when your order is ready for collection. You’ll need to collect your order within 10 working days, otherwise it’ll be returned back to NovitaTech

*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or major events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. NovitaTech cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.