Our refund and returns policy applies for 7 days only. If 7 days have passed since your purchase, we can’t offer you a refund or exchange even if your refund request meets our requirements listed below.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please email your request to [email protected] with your order number or invoice and we will help resolve your refund or return request. Costs of postage and handling for a change of mind are not refundable and all products in their original packaging are to be returned to 15 Euston St Rydalmere NSW 2116 Australia.
COVIDtestOnline Return Policy
Goods on which a change of mind return is not available
COVIDtestOnline will not accept the return of items from the following categories under the
change of mind returns policy under any circumstances:
● Baby Formula
● Vitamin Supplements
● Consumable Products including Personal Protection Equipments
● Rapid Antigen Test Kits
● Sleep Apnoea Machines or Masks
COVIDtestOnline is unable to accept returns of Rapid Antigen Test Kits as they are:
● Boxes are unsealed and cannot be restocked due to hygiene requirements with the Nasal
Swab and Saliva Tube.
● Testing device is sealed within the box, however is required to be stored between 2º and 30º
Celsius and we cannot ensure this requirement is met once it has been dispatched.
COVIDtestOnline will accept product returns and provide you with an exchange, refund or repair
● The product is faulty or is not of acceptable quality, or
● Significantly different to those shown or described to you, or
● The product is not fit for its intended purpose, or
● The product is unsafe, and
● You have your online tax invoice or other adequate proof of purchase.
● COVIDtestOnline may elect to return the product to the manufacturer to determine the
nature of the problem. COVIDtestOnline reserves the right not to offer an exchange,
refund or repair where the item fault is a result of misuse or neglect.
Goods presented for repair may be replaced by refurbished goods of the same type rather than
being repaired. Refurbished parts may be used to repair goods. 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 for 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.
*Products must be of acceptable quality, that is:
● Safe, lasting, with no faults
● Look acceptable
● Do all the things someone would normally expect them to do.
● Acceptable quality takes into account what would normally be expected for the type of
product and cost.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] .
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: 15 Euston St, Rydalmere NSW 2116 Australia.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: 15 Euston St, Rydalmere NSW 2116 Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at [email protected] or on 1300141498 for questions related to refunds and returns.