Return & Refund Policy

VEXIAN PTY LTD
Sunshine Coast, Queensland, Australia
Email: info@vexian.com.au

1. Overview

We want families to feel confident choosing MedClock. Purchases made directly through the MedClock website are covered by our voluntary 30-day money-back guarantee.

This guarantee is provided in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.

2. 30-Day Money-Back Guarantee

You may open and reasonably trial your MedClock at home. If it is not suitable for your family, you may request a return within 30 days of the delivery date.

To qualify under this voluntary guarantee:

• You must contact us within 30 days of receiving your order
• The MedClock must be returned with its supplied charger and accessories
• The device must not be deliberately damaged, misused or modified
• The device must not have damage beyond reasonable use during a home trial
• Proof of purchase must be provided

Please return the original packaging and manuals where reasonably possible. Missing packaging will not automatically prevent a return, provided the product and its supplied accessories are returned safely.

Customers are responsible for return postage under the voluntary 30-day guarantee. We recommend using a tracked service, as the customer remains responsible for the product until it is received by Vexian.

Any additional delivery upgrade paid by the customer, such as express shipping, is not refundable for a change-of-mind return.

This section applies to change-of-mind returns under our voluntary guarantee. Different rights and return-cost arrangements apply when a product is faulty or does not meet a consumer guarantee.

3. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Products must be of acceptable quality, match their description and be reasonably fit for their intended or disclosed purpose.

If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the problem.

These rights may continue beyond any stated manufacturer warranty period where the Australian Consumer Law applies.

4. Faulty, Damaged or Incorrect Products

If your MedClock arrives damaged, is faulty, is different from its description or you receive the wrong product, please contact us at:

info@vexian.com.au

To help us assess the issue, we may request:

• Your name and order number
• A description of the problem
• Photographs or a short video showing the issue
• The device serial number

Vexian may assess the product before providing a remedy. This assessment does not limit your rights under the Australian Consumer Law.

Where a product does not meet an applicable consumer guarantee, Vexian will cover or reimburse reasonable return postage where required by law.

5. Major Problems

A product may have a major problem if it:

• Is unsafe
• Is substantially different from its description or demonstration model
• Has a serious problem, or several problems, that would have stopped a reasonable customer from purchasing it had they known
• Cannot be used for its normal purpose, or a disclosed purpose, and cannot easily be fixed within a reasonable time

If a product has a major problem, you may choose a refund or replacement. You may also be entitled to keep the product and receive compensation for its reduction in value.

6. Minor Problems

If a product has a minor problem, Vexian is entitled to provide a free repair within a reasonable time.

Vexian may choose to provide a replacement or refund instead. If the product cannot be repaired within a reasonable time, you may be entitled to a replacement, refund or another remedy available under the Australian Consumer Law.

7. Exclusions From the Voluntary Guarantee

Our 30-day voluntary money-back guarantee does not cover:

• Damage caused by misuse, neglect or an accident after delivery
• Products that have been deliberately damaged
• Products that have been opened, modified or repaired without authorisation
• Damage caused by using incompatible power supplies or accessories
• Products not purchased directly from the MedClock website

Products purchased from a pharmacy, distributor or another authorised retailer should generally be returned to the original place of purchase.

These exclusions apply only to Vexian’s voluntary 30-day guarantee and do not exclude any rights available under the Australian Consumer Law.

8. How to Request a Return

Before returning a product, contact: info@vexian.com.au

Please include:

• Your full name
• Your order number
• The reason for the return
• Photographs or a short video if the product is damaged or faulty

We will provide return instructions and the appropriate return address. Please do not send a product until you have received these instructions.

9. Refund Processing

Once a returned product has been received and inspected, we will notify you of the outcome.

Approved refunds are generally processed within 5–10 business days and returned to the original payment method.

Your bank or payment provider may require additional time before the refund appears in your account.

10. Contact Us

For return, refund or warranty enquiries, please contact:

Vexian Pty Ltd
Sunshine Coast, Queensland, Australia
Email: info@vexian.com.au