Returns & Refunds Policy

At The Defib Store, we want you to be confident in your purchase. Please check your order carefully before purchasing, particularly when ordering replacement defibrillator pads, batteries and accessories.

The following policy outlines our conditions for returns, exchanges and refunds.

1. Change of Mind and Incorrect Orders

We do not automatically accept returns or provide refunds where a customer has changed their mind, ordered an incorrect product or selected an item that is incompatible with their equipment.

We may, at our discretion, approve a return within 30 days of delivery, provided that:

• The product is unused, undamaged and in its original condition.

• The product is in its original packaging, with all seals intact where applicable.

• All accessories, manuals and components are included.

• The product is suitable for resale.

• Proof of purchase is provided.

Approved change-of-mind returns are subject to a 20% restocking fee, deducted from the product purchase price.

Original freight charges are non-refundable, and return freight is the customer's responsibility.

Returns requested more than 30 days after delivery will not be accepted for change of mind or incorrect orders.

2. Special-Order Products

Some products are ordered specifically for customers and are not part of our regularly stocked range.

Where a product is identified as a special-order item before purchase, it is non-returnable and non-refundable for change of mind, incorrect selection or customer ordering errors.

Once a special order has been placed with our supplier, cancellation is subject to our approval and may incur reasonable supplier cancellation charges disclosed to the customer.

This includes specialist defibrillator accessories, replacement components and other products sourced specifically to fulfil a customer order.

3. Defibrillator Pads, Batteries and Medical Consumables

Due to product safety, hygiene, quality assurance and traceability requirements, we do not accept change-of-mind returns for:

• Defibrillator pads: Where packaging, protective seals or sterile packaging have been opened or damaged.

• Defibrillator batteries: Where batteries have been installed, activated, used or protective seals have been removed.

• Medical consumables: Where sterile packaging or protective seals have been opened or compromised.

• Other medical products: Where products have been used, altered or are no longer suitable for resale.

Customers are responsible for checking that replacement pads, batteries and accessories are compatible with their defibrillator model before ordering.

If you are unsure which replacement product you require, please contact us before purchasing.

4. Defibrillators, Cabinets and Equipment

Defibrillators that have been used, activated, commissioned or registered to an end user may not be eligible for change-of-mind returns.

Defibrillator cabinets that have been installed, mounted, modified or damaged cannot be returned for change of mind.

All equipment approved for return must be unused, complete, in its original packaging and suitable for resale.

5. Sale and Clearance Items

Sale, discounted and clearance products are not eligible for change-of-mind returns unless otherwise agreed by The Defib Store.

This does not affect your rights under New Zealand consumer law.

6. Faulty, Damaged or Incorrectly Supplied Products

If you receive a product that is faulty, damaged or different from what you ordered, please contact us at info@thedefibstore.co.nz with your order details and a description of the issue.

Where the Consumer Guarantees Act 1993 applies, you may be entitled to a repair, replacement or refund, depending on the nature of the problem.

If we have supplied the incorrect product, we will arrange an appropriate remedy at no additional cost to you.

Where required by law, we will also cover reasonable return freight costs associated with faulty or incorrectly supplied products.

The restrictions and restocking fees applying to change-of-mind returns do not apply where a customer is exercising statutory rights.

7. Return Authorisation

Please contact The Defib Store before returning any product.

To request a return, email info@thedefibstore.co.nz with:

• Your order number or proof of purchase.

• The product you wish to return.

• The reason for the return.

• Photographs, where relevant.

All change-of-mind returns require prior approval.

Please do not return products directly to the manufacturer unless instructed by us.

8. Refunds

Once an approved return has been received and inspected, we will notify you by email of the outcome.

For approved change-of-mind returns, the refund will be calculated after deducting the applicable 20% restocking fee and any agreed return freight charges.

Approved refunds will normally be processed to the original payment method within 5–10 business days, although processing times may vary depending on your bank or payment provider.

If you have not received your refund after this period, please contact us at info@thedefibstore.co.nz.

9. Return Shipping

For approved change-of-mind returns, customers are responsible for arranging and paying for return freight.

We recommend using a trackable courier service and appropriate shipping insurance, particularly for high-value products.

Products must be securely packaged to prevent damage during transport.

We are not responsible for loss or damage during customer-arranged return freight, except where responsibility rests with us under applicable law.

Please contact us for return instructions before dispatching any products.

10. Your Rights Under New Zealand Law

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand legislation.

The conditions relating to change-of-mind returns, incorrect orders, restocking fees and special-order products apply only where the customer is not entitled to a remedy under applicable law.

For qualifying business-to-business transactions, any agreement to contract out of the Consumer Guarantees Act must be made separately in writing and meet the requirements of New Zealand law.

Contact Us

The Defib Store

Email: info@thedefibstore.co.nz

Phone: 09 951 8338

Please contact us before returning any products so we can provide the appropriate instructions.