Return and Refund Policy

1. Return Policy - Faulty Products Only

Medifocal Pty Ltd operates a strict "No Returns" policy except for products that are faulty, defective, or damaged upon delivery.

We do not accept returns for:

• Change of mind
• Incorrect size or model selection by the customer
• Products that have been used, opened, or removed from original packaging
• Products purchased more than 30 days ago
• Products without proof of purchase
• Custom or made-to-order items
• Software, digital products, or consumables that have been opened

2. Definition of Faulty Product

A product is considered faulty if it:

• Does not function as described or advertised
• Has manufacturing defects that prevent normal use
• Arrives damaged due to shipping or handling errors
• Is materially different from the product description
• Has safety defects that pose a risk to users

Note: Normal wear and tear, cosmetic imperfections that do not affect functionality, or issues caused by misuse, improper installation, or failure to follow instructions are NOT considered faults.

3. Return Process for Faulty Products

If you believe you have received a faulty product, you must:

1. Contact us within 7 days of delivery at admin@medifocal.com or call 02 4056 1419
2. Provide your order number and detailed description of the fault
3. Include photographs or video evidence of the fault
4. Wait for our approval before returning the product
5. Return the product in its original packaging with all accessories and documentation

Return Shipping: For products confirmed as faulty, Medifocal will cover the cost of return shipping. For non-faulty returns (if approved), customers are responsible for all return shipping costs.

4. Non-Returnable Items

The following items are strictly non-returnable under any circumstances:

• Custom or made-to-order equipment
• Software licenses or digital products that have been activated
• Consumables that have been opened or used
• Items purchased on clearance or final sale
• Products that have been modified, altered, or repaired by unauthorized parties
• Items without proof of purchase

5. Warranty & Guarantees

All products sold by Medifocal come with manufacturer warranties as specified at the time of purchase. Warranty claims must be made directly to the manufacturer or through Medifocal's warranty service process.

Warranty coverage does not include:

• Damage caused by misuse, abuse, or neglect
• Damage from improper installation or maintenance
• Normal wear and tear
• Cosmetic damage that does not affect functionality

For warranty claims, please contact us at admin@medifocal.com with your order number and warranty documentation.

6. Refunds for Faulty Products

If a product is confirmed to be faulty and cannot be repaired or replaced, Medifocal will issue a full refund to the original payment method.

Refund Processing:

• Refunds will be processed within 10 business days of receiving and inspecting the returned faulty product
• Refunds will be issued to the original payment method used for purchase
• Please allow additional time for your bank or credit card provider to process the refund

If you do not receive your approved refund within 15 business days, please contact us at admin@medifocal.com for assistance.