Refund policy

Returns and Refunds

Due to the specific storage requirements of our products, we do not offer returns or refunds for change of mind purchases.

Our products must be stored between 2°C and 25°C to ensure optimal performance. Because we cannot verify that these storage conditions have been maintained once the product has left our facility, we are unable to accept returned items. Improper storage may affect the performance of the test lines, causing them to appear faint or become faulty.

For safety and quality assurance reasons, returned products cannot be resold.

Incorrect Products

If you receive an incorrect product, you must notify us within 7 days of receiving your order so we can arrange for the item to be collected and returned.

To be eligible for return:

  • The product must be unopened, unused, and in new condition

  • The item must be returned in its original packaging

Please contact our customer service team on 1300 667 107 to discuss your order and arrange the return.

Product Warranty

We warrant that all products will function as expected up to the expiry date printed on the packaging, provided they are stored in accordance with the recommended storage conditions.

In many cases, products may continue to function beyond the expiry date if stored correctly; however, performance beyond the printed expiry date cannot be guaranteed.

Faulty or Defective Products

If you experience an issue with the functionality of a product, please take a clear photo of the defect immediately and email it to info@onsitediagnostics.com.au.

Please include the following information in your email:

  • Your invoice number

  • The product name

  • A description of the issue

  • A clear photo of the defect taken at the time of testing

Our team will assess the issue and assist you with troubleshooting or determining whether the product is defective.

 

Saliva Test Troubleshooting

When using a saliva test, many perceived faults are caused by insufficient saliva collection, often due to rushing the process.

To ensure the test works correctly:

  • Ensure sufficient saliva has been collected before completing the test.

  • If not enough saliva has been collected initially, continue using the same test device and collect additional saliva from the donor.

  • Some donors may have a dry mouth, which can increase the time required to collect sufficient saliva.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to limit or exclude your rights under the Australian Consumer Law.

Customer Support

If you have any issues with your product, please contact our Customer Service Centre on 1300 667 107. In many cases, our team can quickly resolve the issue over the phone.