Shipping & Returns

Shipping & Delivery

Freight charges apply to orders placed with Independence Medical Group (IMG). Bulky and/or heavy items may incur additional freight charges based on the actual cost of delivery.

Urgent, next-day or regional deliveries may incur additional freight charges. Please contact IMG Customer Support if you require confirmation of freight costs before placing your order.

IMG reserves the right to apply an additional delivery charge where a consignment is refused without reasonable justification.

Please notify IMG as soon as possible if there is a discrepancy between the goods delivered and the goods invoiced, including incorrect, incomplete or damaged items.

Returns & Exchanges

Nothing in this policy excludes or limits any rights or remedies available to consumers under the Australian Consumer Law.

Faulty, Damaged or Incorrect Goods

IMG understands that goods may occasionally arrive damaged, faulty, defective or not in accordance with the original order. Please contact IMG as soon as possible so the issue can be assessed and an appropriate remedy arranged.

Where a return is required, goods should not be returned without prior approval from IMG and, where applicable, a Return Materials Authority (RMA).

Change of Mind Returns

IMG may consider returns for change of mind or unsuitable selection. Where approved, return freight is the responsibility of the customer and a handling or restocking fee may apply.

Approved change-of-mind returns must be in their original packaging, unopened where applicable, current make and model, unused and in a condition suitable for resale.

IMG will not accept products that have been used, marked, taped or otherwise altered or damaged by the customer.

Products Generally Excluded from Change of Mind Returns

• Customised or specially procured products, including non-stock and buy-in items.
• Nutrition products.
• Personal hygiene and oral health products where hygiene requirements prevent resale.
• Restricted products where return is not permitted due to health, safety or regulatory requirements.
• Obsolete or discontinued products, unless otherwise agreed.

These exclusions do not affect any rights available where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet a consumer guarantee under Australian Consumer Law.

Returns Procedure

1. Contact IMG Customer Support before returning the goods and obtain approval and an RMA where required.
2. Pack the goods securely for transport. Please do not write on or attach tape directly to the product or original product packaging.
3. Include the completed RMA documentation with the goods where applicable.
4. Clearly address the package to Independence Medical Group.
5. Follow the collection or return instructions provided by the IMG Customer Support team.

If you require assistance with shipping or a return, please contact IMG on 07 3543 4970 or email info@imgau.com.au.