Warranty Policy

Caremax is proud to offer ONE year replacement warranty policy unless warranty is specified in the product listing. This warranty is to cover machine unit but excluding all consumables. When the product has a major problem as indicated on ACCC website, a full refund can be requested within the warranty period. or you can choose between replacement, an exchange or credit.

 

When the product has a minor problem as indicated on ACCC website, Caremax will initially troubleshoot the issues with the units and we will ship spare parts, and/or provide step by step instructions on how to fix an issue so the unit can be repaired at home. If the troubleshooting does not resolve the issues, we will need to have the items shipped back to Caremax for assessment and repairs. Caremax will either fix the issue, or arrange a like-for-like replacement of the original product. Caremax will then cover the cost of returning the product to customer. 

Return Postage for Faulty Items

• Within 30 days of customer receiving products: Caremax covers return shipping. 

• After 30 days: it will be at buyer’s expense with registered post.

 

Warranty FAQ

Warranty Start Date
The warranty starts on the delivery date or collection date.

 

Warranty on Replacements
The warranty does not reset with replacements. Replacement parts are covered for the remainder of the original warranty period.

 

What is included in the Replacement Warranty?

This Warranty covers all defects in material and workmanship of the product (consumables excluded such as tens pads, nebuliser medicine bottle etc) arising or occurring as a result of your normal and ordinary use of the product. In the event a defect covered by this Warranty occurs, Caremax will repair or replace a product in accordance with the terms of this Warranty.

 

What is not included in the Warranty?

The warranty does not cover:

• damages caused by mistreatment or misuse under any circumstance,
• damages, malfunctions or performance issues caused by lack of maintenance
• damages, malfunctions or performance issues caused by improper storage
• problems arising from attempts to modify any part of the product,
• problems caused by attempts to repair the product by an unauthorised third-party.
• problems arising from attempts to repair the product at home, without being instructed by Caremax to do so.
  
  

 

I have a warranty issue with a product I didn’t purchase from Caremax. What can I do?

Caremax does not accept or rectify, whether partially or in full, any warranty issues for any product purchased from another retailer, regardless of whether the product affected is stocked by Caremax or not. Caremax may, however, be able to repair the issue at the Customer’s expense.

 

Do I need to return my product to have it assessed for a warranty claim?

Most commonly, Our team of experts will initially troubleshoot the issues with the units and we will ship spare parts, and/or provide step by step instructions on how to fix an issue so the unit can be repaired at home. If the troubleshooting does not resolve the issues, we will need to have the items shipped back to Caremax for assessment and repairs.

 

I have had my product for less than 30 days and I have a warranty claim. Do I need to pay to ship my product back to Caremax?

If the product was purchased within 30 days of the warranty issue arising, Caremax will arrange and cover the costs of return shipping for the product. The unit will be inspected upon arrival to determine the root cause of the issues. If the Caremax technician isn’t satisfied that the issue is covered under the Warranty, the customer will be notified of the situation and the customer will be responsible for shipping costs, and repair costs (if applicable).

 

I have had my product for more than 30 days and I have a warranty claim. Do I need to pay to ship my product back to Caremax?

If the warranty issue arises more than 30 days from the date of receiving the product, the Customer will need to arrange safe transportation of their product back to the Caremax including all associated costs.

 

The issue is covered by the Warranty. What happens now?

Depending on the nature of the issue, Caremax will either fix the issue, or arrange a like-for-like replacement of the original product. Caremax will then cover the cost of returning the product, or delivering a replacement product to the customer.

 

The issue isn’t covered by the Warranty. What happens now?

If the Caremax technician isn’t satisfied that the issue is covered under the Warranty, the customer will be notified of the situation. From there, the customer can either:

• Pay to have the product returned to them ‘as is’, or;
• Pay to have the product repaired, then returned to them at their expense.
• If the product is returned for a warranty issue within the first 30 days of its purchase, and the issue is not determined to be covered by warranty, the Customer will be responsible for round trip shipping. The returned products will not be released until the reimbursement has been finalised.

 

If my product is replaced entirely, does the warranty period reset?

In the event a Customer’s product is replaced in its entirety by Caremax, the Warranty period does not reset. The Warranty will expire at 12 months from the delivery date of dispatch of the original product and remain unaffected by any product replacement that happens within that 12 month period.

 

I have a warranty issue but the part required to fix is not available. What happens now?

In the event an issue arises with any product that is covered by warranty, but the parts to rectify the product are not available in Australia, Caremax may choose to:

• Order the required part and fit, even if the delay pushes the product out of its Warranty period, or;
• replace the entire unit, or;
• offer an alternative unit of similar value.
• The decision on the above course of action is solely made at the discretion of Caremax.

 

What parts are excluded from the Warranty?

All the consumables sold with the original product. Most of them is covered by limited warranty as specified in the product listing. 

 

 

Warranty Claim Process

• Complete the claim form below with your order number and the reason of return.

• Our customer service representative will advise you of the return address or provide you with a link to access Australia Post Collect & Return Service.

No labels, no printing, no problem.

• Visit the return portal, enter the email address used to place your order and complete the fields to submit your return. Once submitted, you’ll be emailed your unique barcode.

• Print your label at home and lodge your return in a Street Posting box OR take your return and barcode to your nearest Australia Post Collect & Return location (those marked with a printer symbol on the map) and they’ll print it for you. Choose to drop your return at any Post Office, Street Posting Box, or selected retailers including supermarkets and pharmacies.

• You’ll be emailed tracking details so you can check on the progress of your return back to our warehouse.

 

Make a Warranty Claim