Returns and Refunds

Our priority is supporting you and your diabetes management. We take special care when selecting products for our range. If a product doesn't perform to your satisfaction or to the manufacturer's specifications, you can contact our Customer Service team for a repair, replacement or refund.

Faulty or Damaged Products
If you receive a faulty or damaged product, please contact our Customer Service team at service@diabetesshop.com or call 1800 177 055.

Depending on the value of the goods, the fault identified or the manufacturer's advice, we may ask you to:

• Return the product to us, or
• Email a photograph of the issue

If the product is found to have a manufacturing fault or was damaged before delivery, we'll provide:

• A replacement product, or
• A full refund, including your postage costs to return the goods

Important: Please notify our Customer Service team within 5 business days of delivery if your order has missing products, or if goods are damaged or faulty.

Change of Mind Returns
We accept returns for change of mind purchases, except for the products listed below under Non-Returnable Items.

To receive a refund or credit, the product must be:

• Unused and unopened
• In saleable condition
• Returned with all original packaging

Refunds for a change of mind or incorrectly ordered goods do not include the original postage charge. You're responsible for return postage costs.

Non-Returnable Items
We cannot offer returns, refunds or exchanges on the following items unless they have a manufacturing fault:

• Blood glucose monitors
• Blood glucose test strips
• Insulin pen needles
• Syringes
• Lancets

Return Postage
We offer free return postage for faulty or damaged goods. Return postage for change of mind returns is at your cost.

How to Return a Product
To return a product, please contact our Customer Service team:

• Email: service@diabetesshop.com
• Phone: 1800 177 055 (Monday to Friday, 8:30am - 5:00pm AEST)

Our team will guide you through the return process and provide any necessary return authorisation.

Refund Processing
Once we receive and inspect your returned product, we'll process your refund within 5-10 business days. Refunds will be issued to your original payment method.

Questions?
If you have any questions about our Returns and Refunds Policy, please don't hesitate to contact our Customer Service team. We're here to help.