Diabetes Shop - Terms & conditions

Terms of service

Updated 5th January 2026

About these terms

These Terms of Service govern your use of diabetesshop.com and any purchases you make through our website. By using our site or placing an order, you agree to these terms.

We may update these terms from time to time. Changes will be posted on this page with an updated effective date. Your continued use of the site after changes are posted means you accept the updated terms.

Who we are

diabetesshop.com is operated by Diabetes Australia. We're an online retailer offering diabetes essentials and wellness products across Australia.

Our product range is curated with input from Diabetes Educators and Health Professionals.

Consumer rights

All diabetesshop.com sales, products and services comply with Australian Consumer Law. Products we sell meet or exceed Australian Safety Standards where applicable.

You have the right to a repair, refund or replacement for goods with a manufacturing defect under Australian Consumer Law. These rights cannot be excluded.

Product information and health disclaimers

We take care to ensure product information on our website is accurate. However, products and their packaging may contain additional or different information. You should always read labels, warnings and directions before using any product.

Important: Products sold on diabetesshop.com are not intended to diagnose, treat, cure or prevent any disease. Information provided on our website is for general informational purposes only and is not a substitute for professional medical advice, diagnosis or treatment.

Always consult your healthcare professional before:

  • starting any new health or wellness regimen
  • using any new product if you have a medical condition
  • making changes to your diabetes management plan
  • if you have questions or concerns about your health.

If symptoms persist, worsen or you have concerns, consult your healthcare professional.

Therapeutic goods

Products sold on our website may be therapeutic goods regulated by the Therapeutic Goods Administration (TGA). Where applicable, products are included on the Australian Register of Therapeutic Goods (ARTG).

Always read the label and follow directions for use. Complementary medicines and supplements may not be suitable for everyone. If you have any questions or concerns, consult your healthcare professional.

Warranties

We warrant that all goods and services will match their description and be of good, saleable quality. Warranty procedures follow Australian Consumer Law.

Manufacturer warranties may also apply to certain products. Details are available on individual product pages or packaging.

Pricing and payment

Prices

All prices are in Australian dollars and include GST unless otherwise stated.

We reserve the right to change prices at any time. The price charged will be the price displayed on our website at the time you place your order.

If we discover a pricing error after you've placed an order, we'll contact you. You can choose to proceed at the correct price or cancel your order for a full refund.

Payment methods

Payment must be made and approved at the time of purchase. We accept Visa, MasterCard, American Express and PayPal.

Net 30-day payment terms are available to approved businesses with a valid ACN or ABN. Contact us at service@diabetesshop.com to apply.

Payments may take up to 2 business days to process.

Promotions and discounts

Promotional offers are subject to availability and may be withdrawn at any time. Discount codes cannot be combined unless stated otherwise. Promotions cannot be applied to past purchases.

Orders and delivery

Order acceptance

When you place an order, you'll receive an automated confirmation email. This confirms we've received your order, not that we've accepted it.

We reserve the right to cancel and refund your order before dispatch. This may happen due to:

  • Incorrect product pricing
  • Out of stock items
  • Incorrect shipping costs
  • Payment issues
  • Suspected fraudulent activity

If we cancel your order, we'll notify you as soon as possible and refund any payment received.

Pre-orders

You can purchase in-stock items and pre-order items in the same transaction. However, your entire order will be held and shipped together when pre-order items become available.

Estimated arrival dates for pre-order items are shown on product pages. These dates are estimates only and may change.

Delivery

We only ship within Australia. Shipping costs and delivery timeframes are detailed on our Shipping & Delivery page.

Delivery to remote and rural areas may incur higher shipping rates than our standard rate. We'll contact you if this applies to your order. You have the right to cancel if you don't wish to proceed with additional charges.

Please ensure your delivery address is correct before completing your order. Returned parcels due to incorrect addresses may be subject to a return-to-sender fee of $12 plus re-delivery charges.

Risk and title

Risk in the goods passes to you upon delivery. Title passes to you once we receive full payment.

Returns and refunds

Faulty products

You must report any issues with your order within 30 days of delivery. After this time, goods are considered satisfactory if we haven't heard from you.

If you receive a faulty product, you must return it to diabetesshop.com at your cost. After inspection, if we find a manufacturing fault, we'll refund your postage costs plus either:

  • The full price you paid for the product, or
  • A replacement product

Change of mind

We accept refund requests for most change of mind purchases within 30 days of delivery. The product must be:

  • Unused and in saleable condition
  • Returned with all original packaging undamaged

You're responsible for return postage costs. Refunds will be processed within 5-10 business days of receiving and inspecting your return.

Non-refundable items

Blood glucose monitors, test strips, insulin pen needles, syringes and lancets cannot be returned or refunded unless they have a manufacturing fault.

Damaged or missing items

If your order arrives damaged or with missing items, contact our Customer Service team at service@diabetesshop.com or call 1800 177 055 within 5 business days. Please have your order number or registered email address handy. Our Customer Service team may also request proof, such as photos of the damaged items.

Returns and refunds policy

Our complete Returns and Refunds Policy is available on our Returns & Refunds page.

Your Account

Registration

You can create an account to make checkout faster and track your order history. You're not required to create an account to make a purchase.

When you create an account, you must provide accurate and complete information. You're responsible for maintaining the confidentiality of your password and account.

YOUnited membership

Creating a diabetesshop.com account does not make you a YOUnited member. YOUnited membership is through Diabetes Australia.

YOUnited member benefits, including free shipping for Plus and Legacy members, are outlined on our Membership page.

Account security

You're responsible for all activity on your account. If you believe your account has been compromised, contact us immediately at service@diabetesshop.com or 1800 177 055.

We reserve the right to suspend or terminate accounts that violate these terms or engage in fraudulent activity.

Acceptable use

You agree not to:

  • Use our website for any unlawful purpose
  • Attempt to gain unauthorised access to our systems
  • Interfere with the proper functioning of our website
  • Collect or harvest information about other users
  • Impersonate any person or entity
  • Upload viruses or malicious code

Intellectual property

All content on diabetesshop.com, including text, images, logos, graphics and software, is owned by Diabetes Australia or our content suppliers. It's protected by Australian and international copyright laws.

You may view and print pages from our website for personal use only. You may not reproduce, distribute or use our content for commercial purposes without written permission.

Product images and descriptions are provided by manufacturers and suppliers. We make reasonable efforts to ensure accuracy but cannot guarantee all information is complete or current.

Third-party links

Our website may contain links to third-party websites. These links are provided for your convenience only. We don't endorse or take responsibility for the content, products or services offered by third parties.

Limitation of liability

To the fullest extent permitted by law, Diabetes Australia and diabetesshop.com are not liable for any indirect, incidental, special or consequential damages arising from your use of our website or products.

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be lawfully excluded under Australian Consumer Law.

NDSS subsidy

The National Diabetes Services Scheme (NDSS) subsidised pricing is not available through diabetesshop.com. This pricing is only available through NDSS access points (usually local pharmacies) or by ordering directly with the NDSS.

More information is available at ndss.com.au/products.

Wholesale and B2B customers

Wholesale customers and State and Territory Organisation (STO) affiliates operate under separate terms and pricing structures. Standard shipping rates and promotional offers do not apply to wholesale orders.

If you're interested in wholesale purchasing, contact us at service@diabetesshop.com for more information.

Privacy and data protection

Diabetes Australia respects your privacy. Your personal information will only be used for diabetesshop.com and Diabetes Australia purposes, and for the purpose for which it is provided. We will not disclose it to third parties without your express consent.

A full copy of our Privacy Policy is available on our website. All personal information is protected by the Commonwealth Privacy Act 1988.

Force majeure

We're not liable for delays or failure to perform our obligations due to circumstances beyond our reasonable control, including natural disasters, pandemics, war, terrorism, labour disputes, or government actions.

Disputes and complaints

If you have a complaint or dispute, please contact our Customer Service team:

We'll work with you to resolve any issues promptly and fairly.

If we can't resolve your complaint, you may contact your local consumer protection agency or seek independent legal advice.

Governing law

These terms are governed by the laws of New South Wales, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of New South Wales.

Severability

If any part of these terms is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.

Contact us

For questions about these Terms of Service, contact us at: