eNurse Returns, Exchanges & Refunds Policy
At eNurse, customer satisfaction is our priority. We want you to be confident in every purchase. If you are not completely satisfied with your order, our returns and claims process is outlined below.
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL).
- Eligibility for Returns & Exchanges
We encourage customers to inspect all items as soon as they are received. To be eligible for a return or exchange, items must meet the following conditions:
- Timeframe: Submitted and returned within 30 days of the fulfilment date.
- Condition: Unworn, unused, unwashed, and in its original condition.
- Appearance: Free from stains, hair, makeup, odours, or any signs of damage.
- Packaging: Returned with all original tags, labels, and original packaging attached/included.
Note: Items returned that do not meet these conditions may be declined and returned to the customer at their expense.
Change of Mind Exclusions
For hygiene, customisation, and clearance reasons, the following items cannot be returned, exchanged, or refunded for change of mind:
- Socks, underwear, face masks, hats, and stethoscopes.
- Clearance, or discontinued items.
- Individual items purchased as part of a kit or bundle (see Section 4).
- Embroidered or otherwise customised items.
- Shipping Costs & Responsibilities
Who pays for return shipping depends on the reason for the return.
Customer-Paid Return Shipping
The customer is responsible for all return postage charges for the following reasons:
- Change of mind
- Material or sizing issues
- Incorrectly ordered products
- Item is no longer required
Return postage fees for these reasons must be paid securely through the eNurse Returns Portal at the time of processing.
eNurse-Paid Return Shipping
eNurse will cover return postage charges only if the item is:
- Faulty or defective
- Incorrectly supplied/wrong item received
Incorrect Return Reason Penalty
If a customer selects an incorrect return reason (e.g., marking a change-of-mind item as "faulty") and eNurse is incorrectly charged for the return label, eNurse will deduct the cost of the return shipping label, plus the original outbound shipping fee, from the customer's final refund.
- Faulty Items & Warranties
Most products sold by eNurse are backed by a 12-month warranty against manufacturing faults.
What is considered a faulty item?
An item is deemed faulty if it:
- Has a manufacturing defect.
- Is not functioning as intended or is unfit for purpose.
- Does not match the product description.
- Does not include damage caused by misuse, improper care, accidents, or normal wear and tear.
How to claim a faulty item:
- Do not use the standard returns portal. Instead, email our team at sales@enurse.com.au.
- Provide your order number, a description of the issue, and supporting photographs.
- If confirmed faulty, eNurse will provide a prepaid, free returns label and offer a repair, replacement, or full refund in accordance with Australian Consumer Law.
- If the original item is unavailable, we may offer an alternative of equal value or a refund.
- Kits & Bundles
- No Individual Returns: Items purchased as part of a coordinated kit or bundle are not eligible for individual change-of-mind returns, refunds, or exchanges.
- Faulty Components: If a single item within a kit is confirmed faulty, eNurse will replace only that specific faulty component. Full refunds for the entire kit will not be provided unless required under Australian Consumer Law.
- How to Process a Return
If your item meets the eligibility criteria in Section 1, please follow these steps:
- Visit the eNurse Returns Portal
- Enter your Order Number and Email Address.
- Select your return reason and follow the prompts to generate your label.
- If you are exchanging for a different size or product or wanting to add additional items to your order, you will be able to select the product at this point in the process.
- For approved exchanges, eNurse will cover the cost of standard shipping to send the replacement item back out to you.
- Processing Timeframes & Refunds
- Processing Time: Please allow up to 48 business hours from the time your return is received and inspected at our warehouse for your exchange or refund to be processed.
- Refund Method: Refunds will be issued back to the original payment method used at checkout.
- Store Credit: If store credit is requested or issued, it will be sent as an eNurse digital gift voucher to the email address associated with the original order.
- Shipping Fees: Original shipping and handling charges are non-refundable.
Contact Us
If you have any questions regarding returns, exchanges, or warranties, please reach out to our customer care team:
Email: sales@enurse.com.au
Phone: 1300886814
Postal Address: 43 Millenium Place Tingalpa 4173
Website: www.enurse.com.au
