Refunds and Returns Policy

Introduction

Our Refunds and Returns policy is in addition to your statutory rights under the Australian Consumer Law.

If for any reason you are not completely satisfied with your subscription or purchase, please email us at admin@healthinformationaustralia.com.au, phone 1300 598 884 or write to us at Health Information Australia Pty Ltd, PO Box 9421 DEAKIN ACT 2600.

Products

You are entitled to return a product if you believe that there is a problem. Generally, you are not entitled to a refund if you simply change your mind.

Health Information Australia (HIA) will accept product returns and provide you with refund for products or replacement if you can demonstrate proof of purchase from HIA and if any of the following reasons apply:

  1. The product is not of acceptable quality
  2. The product is not fit for its intended purpose
  3. The product does not match the sample or our description

HIA reserves the right not to offer an exchange or refund where the product fault is a result of misuse or neglect.

You are generally responsible for returning the product if it can be posted or easily returned. We recommend that you return products using registered post with insurance where practical and HIA will reimburse you for reasonable costs of doing so. You are entitled to recover such reasonable postage costs if the product is confirmed to have a problem. HIA will not be responsible for products lost or damaged in transit if you choose not to insure.

Claims for postage expenses incurred in returning your purchase should be addressed to HIA and must include supporting evidence. You do not have to return products in the original packaging in order to obtain a refund or replacement. If the product is found not to have a problem, you may be required to pay reasonable postage and inspection costs.

The address for product returns is:

Health Information Australia Pty Ltd
PO Box 9421 DEAKIN ACT 2600

Warranties

All items sold by HIA are covered by our warranty. Products with imperfectly printed or missing pages will be replaced. Follow the Returns Policy details.

Under the Australian Consumer Law, automatic consumer guarantees apply to our products.

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 for 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.

Please refer to the returns policy above for all warranty claims.

Digital subscriptions

Digital subscriptions are delivered as services. If you have a major problem with your service or a minor problem that can’t be fixed within a reasonable time you have the right to cancel your subscription if it is:

  • provided with an unacceptable level of care and skill
  • unfit for the purpose you asked for
  • not delivered within a reasonable time.

If you cancel your service (subscription), you are entitled to a refund in the same form as your original payment. You must pay for services you’ve received under a service contract that worked as expected. You can also ask for compensation for damages or loss caused by the problem.

Generally you cannot cancel a service (subscription) or obtain a refund if the problem was outside the control of HIA, or if you changed your mind, insisted on using or having a service provided in a particular way against HIA’s advice, or failed to meet the published minimum system requirements or system compatibility requirements for access to digital products.

The HIA service (subscription) login account details should not be shared.

Please be aware that your service (subscription) must be renewed within seven days of the final date, otherwise your login details will be deleted, and you will not be able to access your account.

Please refer to the returns policy above for all service (subscription) cancellation claims.

Cancellation Policy

You can cancel an order for products if the order has not been shipped in whole or in part from our warehouse or agent’s warehouse. Once the order has been shipped, please refer to our refunds and returns policy for requesting a return or refund.

You may cancel a digital subscription if the subscription has not been provisioned to you and you have not accessed that subscription. If you have accessed or downloaded digital information or ordered product, and the provision of that service to you is not faulty and of acceptable quality as described, your subscription will continue until the end of the paid subscription period.

If secure access or your password to a digital subscription service has been compromised or is potentially compromised, HIA will terminate that subscription and re-issue you with a new subscription. HIA may, at its option, charge a reasonable processing fee for provisioning you with a new account to access digital services. Where an additional charge applies, HIA will request your agreement to pay this charge or terminate the subscription.

If you wish to cancel your subscription immediately and receive no further mailings or access to digital services, HIA will cancel your subscription and terminate access within seven days of your request.

To request a cancellation please contact us as soon as possible.

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