Refund policy
WARRANTY & CONSUMER GUARANTEES POLICY
Online & Marketplaces
Ref: POL092411-205
Updated Date:03/11/2025
1. Scope
This Warranty & Consumer Guarantees Policy applies to purchases of TouchBio products made:
- on our official websites and online stores; and
- via authorised online marketplaces operated by Touch Biotechnology Pty Ltd (“TouchBio”, “we”, “us”, “our”).
It should be read together with our Refund Policy, Shipping Policy and Terms & Conditions.
2. Your rights under the Australian Consumer Law
Our goods come with protections under the Australian Consumer Law (ACL) that cannot be excluded.
In summary:
- You are entitled to a refund or replacement if the product has a major failure, and
- You are entitled to have the goods repaired or replaced if they are not of acceptable quality, and the failure is not major, and
- You may also be entitled to compensation for any other reasonably foreseeable loss or damage.
The benefits given to you under this policy are in addition to your rights and remedies under the ACL and any other applicable laws.
3. What this Warranty covers (Warranty Against Defects)
In addition to your ACL rights, TouchBio provides a warranty against defects for products purchased from us online or via our authorised marketplaces.
Subject to the exclusions in section 4, we warrant that:
- our products will be free from manufacturing defects in materials and workmanship; and
- when stored and used in accordance with the Instructions for Use, the product will perform substantially as described.
for the following warranty period:
- for self-testing kits and other products with an expiry or “use by” date: until the expiry date printed on the packaging;
- for accessories and products without an expiry date: 12 months from the date of purchase (as shown on your proof of purchase).
If a product has a defect covered by this warranty during the warranty period, we will provide a remedy as set out in section 6.
4. What is not covered
This Warranty does not cover:
- damage caused by misuse, abuse, neglect, modification or improper storage;
- use of the product contrary to the Instructions for Use (including incorrect specimen collection, storage or testing procedure);
- products used after the expiry or “use by” date indicated on the packaging;
- normal wear and tear, or cosmetic damage that does not affect function;
- products that have been altered, relabelled or repackaged by third parties;
- products purchased from unauthorised resellers or second-hand;
- loss or damage occurring during transport after delivery to the address you provided (see Shipping Policy for risk of loss).
Nothing in this section limits your rights under the ACL.
5. How to make a warranty or claim
If you believe your product is faulty, defective, damaged, not as described, unsafe or not fit for its intended purpose:
- Contact us as soon as possible after you become aware of the issue, ideally with:
- order number or proof of purchase;
- product name, batch/lot number and expiry date (if applicable);
- a description of the issue and when it occurred;
- clear photos or videos if possible.
- Contact details
Email: touch@touchaustralia.com.au
Phone: 1300 166 282
Address: 4 Talavera Road, Macquarie Park, NSW 2113, Australia
TouchBio Online Refund Policy
- Our initial assessment
- We may ask you additional questions (including about how the product was stored and used).
- We may request photos, video, or that you return the product to us for assessment.
- Where appropriate, we may liaise with our manufacturing partners to investigate.
- Returning the product
- If we need the product returned, we will let you know how to send it to us.
- For claims that appear likely to be covered, we will usually provide a prepaid return label or otherwise reimburse your reasonable return shipping costs if the claim is accepted.
6. Remedies we will provide
Once we have assessed your claim, we will determine an appropriate remedy under the ACL and this Warranty.
6.1 Major failures
If the product has a major failure (unsafe, substantially different from the description, or not fit for its normal or stated purpose and cannot be easily fixed), you may choose:
- a refund of the purchase price; or
- a replacement product (where available).
Where we agree the failure is major, we will:
- refund or credit the product price; and
- refund the original shipping fees you paid for that product; and
- cover or reimburse your reasonable return shipping costs (if we asked you to return the product).
6.2 Minor failures
If the problem is minor and can be fixed within a reasonable time, we may (at our option):
- repair the product (if practicable);
- replace the product; or
- refund the product price.
If repair or replacement is not practicable within a reasonable time, we will offer a refund.
Where we accept a minor-failure claim, we will also:
- refund the original shipping fees you paid for that product; and
- cover or reimburse your reasonable return shipping costs (if we asked you to return the product).
6.3 Claims not accepted
If, after assessment, we reasonably determine that:
- the product is not defective or faulty; or
- the issue is due to misuse, improper storage or use outside the instructions; or
- the claim falls outside the warranty period.
then we may decline the claim. In that case:
- we will explain our reasons; and
- we may offer, at your cost, to return the product to you.
7. Who pays the costs?
- For accepted warranty / claims (faulty, defective, unsafe, not as described, wrong item):
- we refund the product price and original shipping; and
- we pay or reimburse reasonable return shipping costs, as described above; and
- no administration or cancellation fees apply.
- For change-of-mind, incorrect order by the customer, or cancellations not based on a fault:
- please refer to our Refund Policy. Typically, you pay return shipping, and original shipping and payment fees are not refunded. Administration or cancellation fees may apply, where permitted by law.
8. Business customers
If you are purchasing products for use in trade or for business purposes, some consumer guarantees and remedies under the ACL may not apply in the same way. Our liability to business customers may be limited, except where such limitation is not permitted by law.
9. Relationship with other policies
If there is any inconsistency between this Warranty & Consumer Guarantees Policy and our Refund Policy, Shipping Policy or Terms & Conditions, then:
- your non-excludable rights under the Australian Consumer Law will always prevail; and
- otherwise, the document most favourable to the consumer will apply, to the extent of any inconsistency.
RETURN/REFUND POLICY
– Online & Marketplaces
Ref: POL092411-204
Updated Date:03/11/2025
Exchanges and Change of Mind
Due to the nature of the products we sell (self-testing, healthcare products, vitamins or supplements), We do not offer refunds or exchanges for change-of-mind purchases, subject to your rights under the Australian Consumer Law. Our policy is in addition to your rights under the Australian Consumer Law. You are entitled to a repair, replacement or refund for major failures and compensation for any other reasonably foreseeable loss or damage.
We offer change-of-mind refunds/exchanges for accessories and other non-medical devices, non-medicines, non-vitamins or supplements, non-food or drinks and non-hygiene items within 7 days, unopened and in saleable condition, with shipping at the customer’s cost.
Please ensure that the products you purchase meet your requirements before making payments. We encourage you to contact us by phone or email if you have any questions before making a purchase.
Faulty/Damages and issues
Please inspect your order upon delivery and contact us as soon as possible if any item is faulty, damaged, or incorrect so that we can resolve the issue.
· For a major failure, you can choose a refund or replacement.
· For a minor failure, we may repair, replace or refund at our option.
If we ask you to return the item and it is confirmed to be faulty, damaged, unsafe, not as described or the wrong item, we will either provide a prepaid return label or reimburse your reasonable return shipping costs.
Cancellation
We reserve the right to refuse any order you place with us. If a refund is processed, you will be notified via your original payment method. This may take several days, depending on the payment method. The credit card and shipping transaction fees aren't refunded when we issue a refund for change-of-mind or customer-requested cancellations.
Any administration or cancellation fees will only apply to change-of-mind cancellations. No fees will apply where you are entitled to a remedy under the Australian Consumer Law (for example, for faulty or misdescribed products).
Faulty / Damaged Items:
· We will refund the product price and the original shipping fees
· No admin or cancellation fees.
Change of mind /Exchange/Cancellation (where TouchBio decides to allow it):
· You pay return shipping.
· Original shipping and payment fees are not refunded.
· Admin and cancellation fee may apply.
If you cancel a pre-order before we dispatch it, we will refund your payment less any non-recoverable costs (for example, special freight or customisation fees), which we will itemise for you.
If the Pre-Order shipment is delayed beyond the advertised 6–10 weeks by more than 2 weeks, the customer may cancel for a full refund.
If you have not received your refund in 14 days, please get in touch with us. You may also need to contact your banking provider.
For more details, please review our Terms & Conditions.
You can contact us at touch@touchaustralia.com.au
Touch Biotechnology