Refund policy

MedAlert Return Policy

At MedAlert, we understand that sometimes a product may not be what you expected. We are committed to complying with Australian Consumer Law in our return policies. Below are the details of our return policy:

30-Day Return Period

  • Eligibility for Returns: You can return your MedAlert smartwatch within 30 days of purchase.
  • Condition of Product: The product must be returned in its original condition with all packaging and accessories.

Refunds for Change of Mind

If you wish to return your MedAlert watch due to change of mind, you may do so within a specified timeframe, subject to a 20% restocking fee. Please note that change of mind includes situations where the product does not meet your expectations based on its advertised performance, provided that you decline any offered technical support, repair, or replacement solutions.
Link to the ACCC website further explaining this is here: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel

  • Restocking Fee: For returns due to change of mind, or subjective reasons such as battery life not meeting expectations, we will provide a full refund of the cost of the device minus a 20% restocking fee.
  • Processing Refunds: Refunds will be processed using the original payment method.

Product Performance Issues:

  • If you believe your MedAlert watch is not performing as specified, please contact our customer service for support. If after assessment, the product is found to have a major failure, you are entitled to choose a refund or replacement. However, if the issue is deemed minor and can be repaired, we will proceed with the appropriate repair solution.
  • Please be aware that the performance features of the MedAlert watch, such as GPS positioning, battery life, health sensor accuracy, and the capability to make and receive calls for SOS or fall detection, can be affected by individual circumstances and settings, as well as external factors like cellular reception and environmental conditions. Factors such as being indoors or under cover may interfere with GPS or cellular signals. As such, MedAlert does not guarantee these features will function optimally under all conditions.

Link to the ACCC website further explaining this is here: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought

Consumer Guarantees

  • General Disclaimer: The features of our products, including battery life, health sensor accuracy, and the ability to make and receive calls for SOS or fall detection, are influenced by individual circumstances, settings, cellular reception, and other external factors. MedAlert does not guarantee these features under all conditions.
  • Australian Consumer Law: Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

Exclusions and Limitations

  • Wear and Tear: Normal wear and tear, misuse, or damage through accident or neglect are not covered.
  • Modifications: Any modifications or repairs not performed by MedAlert or its authorised service providers may void the warranty.

Customisation and Exemptions
The MedAlert watch is customised for each individual, involving programming the watch to the specific client, registering the SIM card, the data and voice plan in the client's name, and registering the watch's phone number and the client's details with government and emergency services records. Due to this extensive customisation, the MedAlert watch is considered a customised product and is exempt from any obligations under the ACCC to offer a refund. However, we are offering a refund according to the standard terms and conditions outlined in our return policy.

How to Return

  • Contact Us: Before returning a product, please contact our customer service team for guidance on the return process.
  • Return Shipping: Customers are responsible for the cost of return shipping unless the product is being returned for a warranty repair or replacement due to a fault or error on our part.

Other Important Information

  • Processing Time: Please allow up to 14 days for returns to be processed.
  • Legal Rights: This policy does not affect your statutory rights, including under Australian Consumer Law.

For further information about your consumer rights, please visit the ACCC website at www.accc.gov.au.