Delivery & Returns

What this policy covers

This policy applies to physical products ordered through the institutional procurement service. Clinical Learning is a digital educational service; access, payments and learner records are governed by the Terms of Service and Privacy Policy.

Delivery and tracking

Approved orders are prepared for dispatch after the required facility authorisation. Available delivery methods, estimated timelines and charges are shown before submission and recorded with the order.

When an order ships, the order page provides the available courier and tracking information. Sterile and temperature-sensitive items are packed according to manufacturer handling requirements.

Receiving and inspecting an order

The receiving facility should inspect the outer packaging, quantity, product identity, visible condition and available temperature or handling indicators promptly on delivery.

Damage, defects, shortages or incorrectly supplied products must be reported through the order page or Contact page within 48 hours of delivery. Keep the goods, packaging, labels and delivery documents available while the report is reviewed.

Eligible returns

Unopened, unused and otherwise eligible products may be requested for return within 7 calendar days of delivery. A return is not accepted until AegisPro Medical Supplies confirms eligibility and provides return or collection instructions.

Defective, damaged, expired-on-arrival or incorrectly supplied products are eligible for review regardless of whether their ordinary product category is restricted, provided the issue is reported within the applicable period and can be verified.

Products that cannot ordinarily be returned

• Sterile products with opened, damaged or removed packaging seals, unless defective
• Implants or sterile products that have entered a sterile or clinical field
• Temperature-sensitive products whose required storage conditions cannot be verified
• Used, altered, engraved, custom-ordered or specially sourced products
• Products restricted from resale by law, regulation or manufacturer requirements

Review, collection and account credit

We review a complete return request within 2 business days. If approved, we arrange collection or provide return instructions. Returned products are inspected against the approved request.

A verified return is credited at the amount actually charged for the affected product. The account credit or credit note is issued within 5 business days after inspection and appears against the facility account. Original delivery charges are credited only when the return results from our error or a verified product defect.

Return transport costs

AegisPro Medical Supplies covers reasonable return transport for verified damaged, defective, expired-on-arrival or incorrectly supplied products. The facility covers transport for an approved change-of-mind or ordering-error return unless we agree otherwise in writing.

Cancellations and failed delivery

An order may be cancelled before dispatch where operationally possible. Products already dispatched, specially sourced or prepared to order may be subject to delivery, restocking or supplier charges disclosed during review.

If delivery cannot be completed because the receiving details, availability or authorisation supplied by the facility are incorrect or unavailable, reasonable redelivery or return costs may be charged to the facility.