H. E. Kugelman & Co Returns Policy
Medtracos Pty Ltd trading as “H. E. Kugelman & Co” (ABN 95 621 302 501) (“we”, “us” or the
“Company”) prides itself on providing products of the highest quality and is committed to customer
satisfaction. This returns policy describes generally how we manage product returns. Returns remain
subject to our Usage Terms (https://kugelmans.com/website-terms). If you would like more
information, please don’t hesitate to contact us.
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.
A product or good has a major failure when:
- it has a problem that would have stopped someone from buying it if they’d known about it;
- it is significantly different from the sample or description;
- it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable
time; - it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
- it is unsafe.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may
be entitled under the Australian Consumer Law and other applicable Australian consumer protection
laws and regulations.
Please note there may be limitations on your right to return and obtain a refund for products, however
these limits will always be subject to your statutory rights
Refunds
If you have placed an order with us and wish to retract your order for any reason – even if you simply
change your mind – we will provide you with a full refund, provided that we receive notice of the
cancellation of your order before we have begun processing your order. If we have already started
processing your order, then we are unable to provide any refund.
Refunds will not be available in any other circumstances. If you are not satisfied with any item that
you receive from us, you may be entitled to return that item to us in accordance with the below.
Returns
Replacement or credit as remedy
If you are not satisfied with any item that you receive from us, please let us know as soon as possible
as we may be able to replace the item for you. In some circumstances, we may provide a credit instead
of replacement at our discretion.
What you must return to us
To receive a replacement or credit, you must first return the item to us along with its original
packaging.
Returning items within the first 10 Business Days
If we receive the returned item, or written notice from you that you will be returning the item, within
the first 10 Business Days after the earlier of the date of purchase and the date of delivery to you, then
we will assess the circumstances (including analysing the returned item, if considered appropriate by
us) to ascertain whether or not the Company is at fault and:
• (Company at fault) if we consider that the Company is at fault, we will provide a full
replacement of the returned item (or a credit at our discretion); or
• (Company not at fault) if we consider that the Company is not at fault, then:
- if the item has been returned in its original condition, we will provide a full replacement
of the returned item (or a credit at our discretion); or - if the item has been returned broken, damaged, tarnished or worn, we will not provide
any replacement or credit.
Returning items after the first 10 Business Days
If we do not receive the returned item, or written notice from you that you will be returning the item,
within the first 10 Business Days after the earlier of the date of purchase and the date of delivery to
you, then we will assess the circumstances (including analysing the returned item if considered
appropriate by us) to ascertain whether or not the Company is at fault and:
• (Company at fault) if we consider that the Company is at fault, we will provide a full
replacement of the returned item (or a credit at our discretion); or
• (Company not at fault) if we consider that the Company is not at fault, then no replacement
or credit will be provided. The Company may, however, choose to provide a replacement or
credit in some cases at its discretion.
Business Days
In this returns policy, “Business Day” means a day (other than a Saturday, Sunday or public holiday)
when banks in Melbourne, Victoria are open for business.
Shipping costs
In all cases, you must pay the costs involved in shipping the returned product back to the Company. If
we consider that the Company is not at fault, then no reimbursement in respect of those shipping costs
will be provided. If we consider that the Company is at fault, then we will reimburse you for your
reasonable shipping costs incurred in returning the product to us.