RETURN & REFUND POLICY

Effective 8 September 2026

This Return & Refund Policy applies to purchases made through the WHITECAT online store. It is designed to operate alongside, and not replace, your rights under the Australian Consumer Law (ACL).

1. Change-of-Mind Returns

If you change your mind about a purchase, WHITECAT may accept a return within 30 days of delivery, provided the product is eligible for change-of-mind return and meets the conditions below.

·       The product must be unused, unopened and in original saleable condition.

·       The product must be complete and in its original packaging, including labels and accessories where applicable.

·       You must provide proof of purchase.

·       Return shipping is paid by the customer for approved change-of-mind returns.

·       Original standard delivery charges are not refundable for change-of-mind returns, unless required by law.

2. Products Excluded from Change-of-Mind Returns

For health, safety, sterility and traceability reasons, the following products are generally not eligible for change-of-mind returns:

·       Opened or used sterile products or sterile-packaged products.

·       Products that have been used in patient treatment, clinical care or a clinical environment.

·       Products that have been opened, used, contaminated or otherwise made unsuitable for resale.

·       Custom-made, customised, specially manufactured or specially sourced products.

·       Products supplied specifically on an indent or non-stock basis where the product is not part of WHITECAT’s normal catalogue.

These exclusions apply only to change-of-mind returns. They do not remove or restrict any rights you may have under the Australian Consumer Law.

3. Faulty, Damaged, Incorrect or Non-Compliant Products

If a product is faulty, damaged on arrival, incorrectly supplied, does not match its description, or otherwise fails to meet a consumer guarantee, please contact us as soon as reasonably possible.

We may ask for photographs, product details, batch or serial information and other information reasonably required to assess the issue. We may assess the product before determining the appropriate remedy where permitted by law.

Where the Australian Consumer Law applies, your rights may include a repair, replacement or refund depending on the nature and seriousness of the problem. For a major failure with Goods, you may generally choose a refund or replacement.

If we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return costs you have incurred. We will arrange or pay for return freight where required by law.

4. Consumer Guarantees

Nothing in this policy limits your rights under the Australian Consumer Law. We do not offer a ‘no refunds’ policy for products that fail to meet the consumer guarantees.

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.

5. How to Request a Return

·       Email info@whitecat.com.au with your order number and reason for the return.

·       For faulty, damaged or incorrect products, include photographs where practical.

·       Wait for WHITECAT to confirm the return instructions before sending the product back.

·       Use the return method provided by WHITECAT so the return can be tracked where appropriate.

Returns sent without prior approval may be delayed while we identify the order and determine the reason for return. This does not affect any rights you have under the Australian Consumer Law.

6. Refunds

Approved refunds will normally be processed to the original payment method. Processing times can vary depending on the payment provider or financial institution.

For change-of-mind returns, any applicable restocking fee and non-refundable delivery charges will be deducted as described above.

No restocking fee will be applied where the return is due to a failure covered by the Australian Consumer Law.

7. Contact

WHITECAT
White Cat Co Pty Ltd
ABN 67 602 922 314
Phone: 0413 935 656
Email: info@whitecat.com.au

Last updated: 8 September 2026