Refund policy

Returns & Refund Policy

At MediScan ID, your safety and confidence come first. We’ve designed our policy to be fair, transparent, and aligned with the personalised nature of our product.

1. 30-Day Risk-Free Trial

We offer a 30-day risk-free trial so you can feel confident in your purchase.

You may request a refund within 30 days of delivery if all of the following conditions are met:

Your MediScan ID profile has not been activated (see Section 2 below)
The wristband is returned to us
The wristband is in reasonable condition — meaning it is unworn, unaltered, and free from significant scratches or damage

Once approved, refunds will be processed to your original payment method within 5–7 business days.

2. Profile Activation & Subscription

MediScan ID is a personalised emergency identification system that includes a digital profile.

Activation requires you to deliberately complete your medical profile form — this is a multi-step process that requires you to enter your personal medical data. Activation cannot occur accidentally.

Once your profile has been activated, the service is considered delivered
Refunds are not available after profile activation
You may cancel your subscription at any time to prevent future billing. Subscription fees already charged are non-refundable except where required by Australian Consumer Law

3. Returns Process

To request a return:

Contact our support team at [your email] within 30 days of receiving your order
Provide your order number and reason for return
If eligible, we will provide return instructions including the return address
Once we receive and inspect the wristband, we will notify you of the outcome within 5 business days

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

4. Faulty, Damaged, or Incorrect Items

If your wristband arrives damaged, is faulty, does not scan or function as intended, or is incorrect to your order, please contact us within 30 days of delivery.

We will provide a replacement, repair, or refund in accordance with Australian Consumer Law.

5. Exchanges (Size or Fit Issues)

We want your MediScan ID to be comfortable and wearable every day. If your wristband does not fit:

Contact us within 30 days of delivery
The wristband must be returned in unworn, undamaged condition
We will assist with an exchange where stock is available

Exchanges are not available where the profile has been activated or the wristband has been worn or damaged.

6. Non-Returnable Situations

Refunds and exchanges are not available where:

The MediScan ID profile has been activated
The wristband has been significantly damaged, altered, or misused
The return or exchange request is made after 30 days of delivery

7. Abuse & Fair Use

To protect all customers, MediScan ID reserves the right to decline returns or refunds in cases of:

Repeated return requests
Suspected misuse of the policy
Items returned in unacceptable condition

8. Your Rights Under Australian Consumer Law

This policy is provided in addition to your rights under Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any right or remedy you have under the ACL, including your right to a replacement, repair, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

Please note: even where a digital profile has been activated, your statutory rights under the ACL remain unaffected in the event of a major failure.