Return Request Information 

Before submitting a return request, please review our return policy outlined below to ensure a smooth and efficient process. 
1. Supplier at Fault 

If we, AMA Products, are at fault, we will accept full responsibility for the return. This includes situations where the product is faulty or damaged on arrival, incorrect items were sent, or items were omitted from your order. We will cover all costs associated with the return, replacement, repair, refund or credit of such items. 

2. Customer Ordering Error or Change of Mind (Returnable Items) 
If you have made an ordering error or changed your mind about a purchase, and the item is returnable: 

• Goods must be returned to us in their original condition & packaging within 14 days of recieving them.  
• Restocking fees may apply, AMAProducts reserves the right to charge a restocking fee.  
• Freight charges applied on the original invoice may not be credited. 

 
3. Non-Returnable Items 
Certain items cannot be returned. These include: 

• Equipment 
• Pharmaceuticals 
• Vaccines (cold-chain items) 
• Special buy-in / ON-sale buy items 
• Manufactured to order 

Due to the nature of these products and the high standards required for healthcare items, returns are restricted. If an item is non-returnable but you believe a special exception should be made, please submit your return request, and we will consider it on a case-by-case basis. 

4. Contingency Measures to Protect Both Supplier and Customer 
To protect both parties in the return process: 

• We will always provide clear communication regarding the eligibility of items for return. 
• In cases where discretion is required, we will handle each situation individually to find the most equitable solution. 
• We encourage you to review product details carefully before ordering to ensure alignment with your needs. 

5. Return Review Process 
To ensure transparency and efficiency in handling returns, we follow a structured review process: 
Submission: Initiate your return request by visiting our Contact Us page and filling out the return form with all necessary details. Please include comprehensive information about the item, the purchase date, and a detailed reason for the return. 
Acknowledgment: Upon receiving your return request, our customer service team will send you an acknowledgment email within 48 hours, confirming that your request is being processed. 
Evaluation: Our returns department will review the submitted information and evaluate the eligibility of the items for return based on our return policy criteria. This process typically takes 3-5 business days. 
Communication: Once the review is complete, we will inform you of the decision via email. If your return is approved, the email will include instructions on how to proceed with the return, including details on shipping methods and packaging requirements. 
Resolution: After receiving the returned items, we will inspect them and finalize the return process. If everything is in order, we will process your refund or exchange as requested. We aim to complete this final step within 7 business days of receiving the return. 
Our goal is to handle your return smoothly and swiftly to maintain your satisfaction and trust in our services. 

6. How to Submit a Return Request 
To initiate a return or request for credit, please visit our Contact Us page https://amaproducts.com.au/contact_us and fill out the necessary details on the provided form.  
To expedite the review process please ensure you provide the following details when initiating the request: 

• Sales Order Number or Invoice Number 
• Date of delivery 
• Reason for return 
• If item is still in its original packaging 

Our customer service team will review your submission and get back to you promptly with the next steps.