Shipping & Returns
Shipping & Returns
Where Do We Ship?
Vectr Medical ships Australia-wide. All orders are dispatched from our Gold Coast, Queensland warehouse. We do not currently ship internationally.
Estimated Delivery Times
Delivery times are estimates only and are not guaranteed. They may vary depending on your location, carrier availability, and product availability at time of order.
- Queensland: 1–3 business days
- New South Wales / Victoria / ACT: 2–4 business days
- South Australia / Western Australia / Tasmania / NT: 3–7 business days
- Remote areas: Additional time may apply
Large or heavy items (oxygen concentrators, CPAP machines, AEDs) may be dispatched via road freight. Tracking information will be provided via email once your order has been dispatched.
Shipping Costs
Shipping costs are calculated at checkout based on your delivery address and the weight and dimensions of your order. We offer free shipping on qualifying orders — check at checkout for current thresholds.
Order Processing
Orders placed before 12:00pm AEST on business days are typically dispatched the same day, subject to stock availability. Orders placed after 12:00pm or on weekends and public holidays will be dispatched the next business day.
Tracking Your Order
You will receive an email with tracking information once your order has been dispatched. If you have not received tracking within 2 business days of placing your order, contact us at joe@novabiomedical.com.au.
Returns Policy
We accept returns in accordance with the Australian Consumer Law. Please read the following carefully before requesting a return:
Change of Mind
We accept change-of-mind returns on unopened, unused products in original packaging within 14 days of delivery, subject to a restocking fee. Change-of-mind returns are not accepted on:
- Products that have been opened or used (for hygiene and safety reasons)
- AED pads, electrodes, or batteries that have been removed from sealed packaging
- Custom or special-order items
- Products with broken seals or tampered packaging
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Faulty or Defective Products
If your product arrives damaged or develops a fault within the manufacturer’s warranty period, contact us immediately at joe@novabiomedical.com.au. As an authorised service provider for Philips and ZOLL, and as a NATA-certified biomedical engineering company, we are well-placed to assess and resolve warranty claims efficiently.
Under Australian Consumer Law, if a product has a major failure you are entitled to a replacement or refund. If a product has a minor failure, we will repair or replace it within a reasonable timeframe.
How to Request a Return
- Email us at joe@novabiomedical.com.au with your order number and reason for return
- We will assess your request and provide return instructions within 2 business days
- Do not return any item without receiving written confirmation from us first
- Pack the item securely in original packaging where possible
- Once received and assessed, refunds are processed within 5–10 business days to your original payment method
Warranty
All products sold by Vectr Medical carry their respective manufacturer warranties. Vectr Medical, as an authorised service provider for Philips HeartStart and ZOLL AEDs, can facilitate warranty claims for these brands directly. For warranty support on other brands, we will liaise with the manufacturer on your behalf.
Questions?
Contact our team at joe@novabiomedical.com.au or visit our Contact page.