Shipping, Returns & Refunds

If all items in your order are in stock, your order will typically be dispatched within 1-2 business days.

Stock levels change regularly. If an item is not in stock, your order will be dispatched as soon as it arrives in our warehouse.

Once dispatched, delivery is estimated at 2-7 business days for most of Australia. Deliveries to Western Australia, metro and regional, may take longer due to transit times.

You'll receive a tracking link by email as soon as your order is dispatched.

We make every effort to meet the delivery estimate, but we can't accept responsibility for loss or damage caused by a delivery delay.

If you have an urgent order, please contact our Customer Care team on 1300 604 499 or at customercare@phsgroup.com.au , and we'll let you know what we can do.

We don't partially ship orders. Depending on what items you order, we may split ship your order due to items coming from different locations.

We deliver with a number of freight partners. Shipping costs depend on the size and weight of your items and where they're going.

The shipping cost shown at checkout is an estimate. It may change for larger or heavier items. If the cost changes from the estimate you were given at checkout, we'll contact you before your order is dispatched.

Free shipping is applied automatically at checkout when your order is over the amount for your delivery location.

These ranges are excluded from free shipping:

• Rehabilitation & Mobility
• Paper Products
• Furniture & Fittings
• Cleaning Solutions

We deliver Australia-wide and internationally. We can't deliver to PO boxes or parcel lockers, so please give us a street address.

Some items, such as medical beds, mattresses, hoists, wheelchairs and larger furniture or equipment, may have extra delivery charges. This depends on things like:

• your postcode and how regional the delivery is
• access at the address, such as stairs, narrow doorways or lifts
• whether one or two people are needed to handle the item
• whether a tailgate truck or pallet jack is needed
• whether the address is commercial or residential
• requests for installation or setup
• packaging disposal or rubbish removal

If any of these apply, we'll contact you before dispatch to confirm the delivery details and give you an updated shipping quote to approve. We won't charge anything extra without your consent.

An Authority to Leave lets our carrier leave your parcel at the delivery address without a signature if no one is there to receive it.

ATL applies to your order unless you tell us otherwise. Once your order has been delivered and left at the address, Platinum Health Supply Group and our carriers are not responsible for any loss, theft or damage to it.

When the carrier won't leave a parcel

The carrier decides whether it's safe to leave a parcel. They may decline if the spot is unsafe, not secure or exposed to weather or theft. This includes building lobbies, reception areas, stairwells and shared spaces. If this happens, your parcel will go to a local depot or collection point, and you'll be notified by email or SMS.

Orders where ATL isn't available

ATL isn't available for high-value items, medical equipment, or large freight where the carrier needs a signature or authorised person to receive it.

If you're ordering to a commercial address, an apartment building or anywhere without a secure place to leave a parcel, we recommend using a business address where someone can receive it, or choosing signature on delivery.

If a delivery can't be completed, for example because no one was available to receive it or the address couldn't be accessed, the carrier may charge a redelivery fee. If this happens, we'll contact you to confirm the fee and arrange redelivery.

No. We don't accept returns for change of mind, or if the wrong product was chosen when ordering.

Please make sure the product is right for you before you buy. If you have any questions about a product, contact our Customer Care team on 1300 604 499 or at customercare@phsgroup.com.au before you order. We're happy to help.

This doesn't affect your rights if an item is faulty. See Faulty items & warranties.

You can return an item if:

• it's faulty or doesn't meet a consumer guarantee under the Australian Consumer Law
• it's covered by our express warranty or the manufacturer's warranty
• we made a mistake with your order

Call Customer Care on 1300 604 499 or email customercare@phsgroup.com.au . Please have your order number handy. Our team will talk you through what happens next. There's no form to fill in.

When returning an item, please include your proof of purchase, and any manuals, tags, labels and accessories it came with. Items that have been altered or modified may not be accepted.

We'll inspect the item when it arrives. Sometimes the manufacturer needs to inspect it too, and we'll arrange this as quickly as we can. Your return isn't accepted until the assessment is complete.

If we confirm the item is faulty, doesn't meet a consumer guarantee, or we made a mistake, we'll cover the cost of return postage.

If our assessment finds the item isn't faulty, return postage is at your cost.

Once your return is approved, your refund will be processed to your original payment method within 6 business days. We don't give cash refunds.

The original shipping cost isn't refunded, unless the return is because of our mistake.

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.

These guarantees are in addition to any warranty we or the manufacturer give you. There may be some situations where you're not entitled to a remedy.

For more information, visit consumerlaw.gov.au .

Platinum Health Supply Group, ABN 12 640 026 115.

Contact us first on 1300 604 499 or at customercare@phsgroup.com.au . What happens next depends on how serious the problem is.

A major failure is one where a reasonable person wouldn't have bought the item if they'd known about the problem, or the item is unsafe, is substantially unfit for its purpose, or is significantly different from the sample or description.

Repairs are carried out within a reasonable time and in line with the Australian Consumer Law.

On top of your rights under the Australian Consumer Law, Platinum Health Supply Group warrants that the products we sell are free from defects in material and workmanship for the warranty period that applies to the product.

Warranty periods are different for different products. To find out the warranty on your item, contact us on 1300 604 499 or at customercare@phsgroup.com.au .

Many products also come with a manufacturer's warranty, set out in the warranty statement supplied with the product.

These warranties are in addition to your other rights and remedies under the law. They don't exclude, restrict or change them.

Repairs and servicing we carry out

For repair, service and preventative maintenance we carry out, we warrant our work against faulty workmanship or materials for 12 months from the date of service. If there's a problem, we'll repair it or, if it can't be repaired, replace it at our cost. This doesn't apply if anyone other than us or an authorised agent has repaired or modified the item.