Refund policy


Sales Policies

RETURNS & ORDER DISPUTE POLICY

This policy applies to all purchases including purchases made through our online store.

We want you to be happy with your purchase experience and to help you make a better decision, we have provided some buying tips.

Once you receive your product(s) you have SEVEN (7) working days to return & or dispute the the product(s) received. Whatever the reason, we don’t want you to be stuck with an item you cannot use or that you do not want.

If you would like to dispute the goods received based on the quality, function or quantity please email our customer service team within the above timeframe and we will address your concerns and provide an outcome. 

If you do decide to return the product(s), you will need to arrange to return the goods to our warehouse at 9 Middleton Rd Cromer, NSW, 2099 and any return shipping fees will be at the cost of the customer.

All returned items will be assessed to determine they are still in saleable condition. All approved returns be given a refund (or credit note for customers on payment terms) minus a 15% restocking fee and outbound shipping costs (where applicable).

Please note: all items must be returned in their original packaging. Items which are not in the original packaging or have been assembled can not be returned.

Refunds or credit will be issued within 10 working days of receipt of goods, after we have inspected to be in saleable condition. We will issue a credit to the original customer card or account who made the purchase.

We reserve the right to withhold all or part of your refund if items are returned damaged.

OXYGEN CONCENRTRATOR COMPREHENSIVE WARRANTY

The Mega Medical Comprehensive Warranty provides additional support and peace of mind for customers who purchase eligible oxygen concentrator units from Mega Medical.

This policy is designed to minimise downtime and ensure continued access to oxygen therapy in the event that your device requires warranty repair by the manufacturer.

What’s Included

The Mega Medical Comprehensive Warranty includes:

  • A complimentary loan oxygen concentrator while your unit is being assessed or repaired by the manufacturer under warranty
  • Outbound freight costs of the loan unit from Mega Medical to the customer as well as freight cost of the faulty unit to the manufacturer or the authorised repair centre
  • Return freight costs of the repaired unit back to the customer following repair or replacement as well as freight costs for the return of the loan unit back to Mega Medical
  • Assistance coordinating manufacturer warranty claims and repair logistics

Eligibility

The Mega Medical Comprehensive Warranty:

  • Can be purchased at the time of the original oxygen concentrator purchase; or
  • Can be added within three (3) months of the original purchase date

The warranty is only available for oxygen concentrator units purchased directly from Mega Medical.

Proof of purchase is required for all warranty claims and warranty activation requests.

Loan Unit Conditions

Where a manufacturer warranty repair is required:

  • Mega Medical will provide a loan oxygen concentrator unit, subject to availability
  • The loan unit is provided for temporary use only during the repair period
  • Customers are responsible for maintaining the loan unit in good condition and returning it promptly once their repaired or replacement unit has been received
  • Any deliberate damage, misuse, loss, or theft of the loan unit may result in additional charges

Warranty Exclusions

The Mega Medical Comprehensive Warranty does not cover the loan or primary unit for:

  • Accidental damage
  • Misuse, abuse, neglect, or unauthorised modifications
  • Damage caused by improper storage, transport, or use outside manufacturer guidelines
  • Consumable items and accessories unless specifically covered by the manufacturer
  • Routine servicing, maintenance, filters, batteries, tubing, masks, or wearable components unless deemed defective under manufacturer warranty
  • Damage caused by power surges, liquid ingress, fire, or natural disasters

Claims Process

To lodge a warranty claim, customers should contact Mega Medical with:

  • Proof of purchase
  • Serial number of the device
  • Description of the fault or issue

Mega Medical will coordinate troubleshooting, freight arrangements, and manufacturer assessment where applicable.

Important Notes

  • All warranty assessments are subject to manufacturer approval and fault verification
  • Repair turnaround times may vary depending on manufacturer service schedules and parts availability
  • Loan units are subject to availability and may vary in model or specification from the customer’s original unit
  • This comprehensive warranty operates in addition to your rights under Australian Consumer Law