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Return & Refund Policy

General Returns Policy

As a distributor of specialised medical, health, performance, and technology products, most purchases are considered final unless covered by a manufacturer's return program, approved by CXDX, or required under Australian Consumer Law. We generally do not accept returns for change of mind, incorrect ordering, or products that have been opened, installed, configured, calibrated, activated, or used.

 

Customers are encouraged to carefully review product specifications and discuss any questions with CXDX prior to purchase.

 

Nothing in this policy limits or excludes rights available under the Australian Consumer Law.

Manufacturer Return Programs

Certain manufacturers may offer satisfaction guarantees, trial periods, return programs, or other return arrangements that extend beyond CXDX's standard returns policy.

 

Where such programs are available, customers may be eligible to return products in accordance with the manufacturer's published return policy and conditions.

 

Examples may include:

  • Satisfaction guarantee programs;

  • Trial or evaluation periods;

  • Product-specific return offers;

  • Manufacturer-authorised return windows.

 

Customers should refer to the applicable manufacturer's return policy and contact CXDX as their first point of contact for assistance.

 

CXDX will assist customers in understanding eligibility requirements and, where appropriate, coordinate return requests with the manufacturer.

Eligible Returns

A return may be considered where:

  • The product is faulty or damaged on arrival;

  • The product is not as described;

  • The product is covered by a manufacturer's return program;

  • The return is required under the Australian Consumer Law; or

  • CXDX has approved the return in writing.


Return eligibility, credits, refunds, exchanges, and any applicable fees will be assessed on a case-by-case basis.

Non-Returnable Items

Unless required by law or expressly approved by CXDX, the following items cannot be returned:

  • Software licences and subscriptions;

  • Digital products;

  • Custom-configured or special-order products;

  • Opened consumables;

  • Sensors, electrodes, batteries, gels, filters, masks, tubing, and similar consumable items;

  • Products that have been used, modified, damaged, or altered after delivery;

  • Products subject to hygiene restrictions where packaging has been opened.

Return Authorisation

Products must not be returned without prior approval from CXDX. Customers seeking to return a product should contact CXDX and provide:

  • Proof of purchase;

  • Product details and serial number (if applicable);

  • Reason for the return request;

  • Supporting photographs or documentation where relevant.

 

CXDX will advise whether the return is eligible and provide return instructions where applicable.

Refunds

Where a refund is approved:

  • Refunds will be issued to the original payment method where practicable;

  • Original shipping charges may not be refundable;

  • Return shipping costs may be deducted where permitted;

  • Refund processing times may vary depending on the payment provider and financial institution.

Australian Consumer Law

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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

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