Returns policy

Our priority is supporting you and your diabetes management. We take special care when selecting products for our store, with most items undergoing a thorough approval process by our Health Professional team. If a product doesn't meet your satisfaction or 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, within 30 days of the delivery date.

In the unfortunate event that any products are missing from your delivery, we ask that you notify our Customer Service team immediately.

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

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 are 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
  

We also do not offer returns, refunds or exchanges on:

• Gift cards
• eBooks
• Digital downloads

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 who will guide you through the return process:

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

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 & Refunds Policy, please don't hesitate to contact our Customer Service team. We're here to help.