Faulty & Damaged Items PolicyUpdated 6 days ago

If you think the item you've received is damaged or faulty, please follow the steps below:

Step-by-Step Process

1. Contact Us

Log in and reach out using this form on our website within 30 days of receiving your product.

Include:

• A full description of the fault
• Any relevant images

2. Brand Investigation (if applicable)

If it's a wearable item, tech, or equipment/accessory, we might involve the brand at this point to investigate with us. We may also ask you to contact the brand directly if it's believed to be a manufacturing issue.

⚠️ Note: This process might take longer than a standard return.

3. Return Request

If we, together with the brand, confirm that your product may be faulty, we might ask you to send it back to us, including:

• The faulty product
• Any accessories, manuals, or documentation that came with it

4. Inspection & Outcome

If found faulty:

• You'll receive a full refund or credit (including shipping costs), or you may request a replacement
• The replacement item might be sent directly from the brand

If not faulty:

• If we determine the item isn't faulty due to misuse (e.g. not following care instructions), wear and tear, or failure to follow the manufacturer's instructions, we'll return it to you at your cost.

5. Refund Method

Refunds are credited back to your original payment method unless you request otherwise (and we approve the request). If you'd prefer store credit, that can be arranged too.

6. Compliance

Please follow these steps, otherwise we may only be able to issue a partial refund, or no refund at all.

Australian Consumer Law

Under Australian Consumer Law, you have guaranteed rights for goods and services. These include the right to a repair, replacement or refund for major failures, and compensation for other reasonably foreseeable loss or damage.

Terms & Conditions

In these terms, we also refer to Aid Station as "our", "we", or "us". And you are you! Here's the excerpt that applies to faulty products, or you can read our full Terms & Conditions.

(Faulty products) The following process applies to any Product you believe to be faulty.

1. If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images) within 30 days of receiving your Product.
2. If we determine that your Product may be faulty, we will request that you send the Product back to us for further inspection, including any accessories, manuals, documentation or registration shipped with the Product. We reserve the right to further inspection before deeming a Product faulty.
3. If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer's instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.
4. If we determine that the Product is faulty, you will be credited the full amount paid (including shipping costs) and you may request a replacement or refund. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.
5. If you fail to comply with the provisions of this clause in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of a faulty Product.
6. Nothing in this clause is intended to limit or otherwise affect the operation of any manufacturers' warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.