Legal
Returns and refunds
A chest support is worn next to the skin, day and night, and is supplied for one patient only. That sets a hard limit on what can come back: a sealed pack can, an opened one cannot. Everything else — faults, damage, wrong item — we fix.
Posthorax Australia (ABN 34 685 722 909). This policy sits alongside your rights under the Australian Consumer Law; it does not replace them.
At a glance
- Sealed, 30 days — full refund of the device, you pay return postage
- Opened — no change-of-mind return, for hygiene
- Faulty or damaged — we pay the postage both ways
- Not dispatched yet — cancel for a full refund, including delivery
Version 1.0 · Last reviewed 13 August 2026
1. Your consumer guarantees come first
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.
Everything below is what we offer on top of that, or how we go about honouring it. If any part of this policy ever conflicts with the Australian Consumer Law, the law wins.
2. Why an opened device cannot come back
POSTHORAX® devices are supplied as single-patient devices under EU Medical Devices Regulation 2017/745, sealed in a vacuum pack. They are worn against the skin, often over a healing wound, for six to eight weeks. Once a pack has been opened the device cannot be verified as unused, cannot be reprocessed, and will never be supplied to another patient.
So we do not accept opened devices back for change of mind — not as a commercial preference, but because the alternative is unsafe. This does not affect your rights if a device is faulty; a faulty device comes back opened or not.
3. What we accept
| Situation | Time limit | What you get | Who pays postage |
|---|---|---|---|
| Changed your mind — pack sealed | 30 days from delivery | Refund of the device price | You |
| Wrong size ordered — pack sealed | 30 days from delivery | Exchange for the right size | You send, we return |
| We sent the wrong item | Any time | The right one, or a full refund | Us, both ways |
| Faulty, or damaged in transit | Within a reasonable time | Per the consumer guarantees — §4 | Us, both ways |
| Order not yet dispatched | Before dispatch | Full refund, delivery included | — |
| Changed your mind — pack opened | — | Not accepted, for hygiene — §2 | — |
A returned device has to arrive in the condition it left us: sealed pack, intact seal, undamaged packaging, with the invoice or order reference. The original delivery charge is not refunded on a change-of-mind return, because that service was delivered.
4. If a device is faulty
Call us on 1300 707 222 or email sales@posthorax.com.au with your order reference and, if you can, a photograph. Stop using the device if it is unsafe, and tell your treating team.
For a major failure — a device that is significantly different from what was described, unsafe, or unfit for its purpose and cannot easily be made fit — you choose: a refund, or a replacement. You may also claim compensation for other reasonably foreseeable loss.
For a minor failure we will repair or replace it within a reasonable time. If we cannot, you can then choose a refund or replacement.
We pay the return postage on any faulty item, and we do not require the original packaging to honour a guarantee claim. Normal wear from months of use is not a fault — these are worn continuously and they show it.
5. How to start a return
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01
Contact us first
Call 1300 707 222 or email sales@posthorax.com.au with your order reference, what you are returning and why. Please do not post anything back before you have heard from us — unannounced returns are hard to match to an order.
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02
We confirm and give you the address
Usually the same day. For a faulty item we arrange and pay for the return.
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03
Send it with tracking
Until it reaches us it is still in your hands, so use a trackable service and keep the receipt.
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04
Refund or replacement
We inspect the return on arrival and process it within 5 business days. Refunds go back to the card you paid with — your bank may take a further few days to show it. If a refund reduces the amount of a health-fund claim you have already lodged, tell your fund; the credit note we issue is what they will ask for.
6. New Zealand and international orders
The same policy applies to New Zealand orders, and New Zealand buyers also have rights under the Consumer Guarantees Act 1993. Return postage from New Zealand on a change-of-mind return is yours; on a faulty device it is ours. Any duties or taxes charged on the original import are not refundable by us — ask your customs authority about a drawback.
7. Hospitals and bulk orders
Ward and theatre stock supplied on a purchase order is handled under the account terms agreed with your unit, not this page. Talk to us before returning stock so it is credited against the right order — see the hospitals page.
8. If we cannot agree
Call us and ask for the manager — almost everything is resolved that way. If it is not, you can contact the Australian Competition and Consumer Commission at accc.gov.au, or the consumer affairs or fair trading body in your state or territory.
Unsure about the size? Ask before you open it.
A two-minute phone call is the difference between an exchange and a device you cannot return.