Our website is currently undergoing an upgrade. Please contact the Acacia Medical team on 1800 805 536for any purchases until further notice. We apologise for any inconvenience at present however we should have a bigger and better website available soon, Thank you!

Refund and Returns Policy

Returns & Refund

No Claim unless made in writing in 7 days of Invoice date. Warranties exempt. Approved returns for the goods correctly supplied may be subject to a 10% re-stocking fee and/or $15 admin fee.
Feedback / Suggestions / Complaint

Acacia Medical is grateful to any one of our valued Client and Partners who take the time and trouble to express any feedback, suggestions, or a need for a complaint about any aspect of Acacia Medical’s activities. In doing so you are assisting us in our continuous improvement program.
Prior to the submission of a formal complaint, we do encourage verbal and/or written communication with the staff member involved. If this does not quickly fix the problem/understanding, we then encourage a formal complaint be made in writing, addressed to the Managing Director of Acacia Medical. The Managing Director will, unless directly involved (in which case another Manager will intervene), try to resolve the complaint in a quick, fair, and just manner. All complaints shall be held in confidence. The complainant will receive a written statement of the complaint’s findings including the reasons for the decision reached and action taken to prevent similar occurrences.
The client may also appeal against the decisions made by Acacia Medical. Such cases will be handled according to documented internal procedures and the progress and results of investigations and arbitration made known to the client. Any complaints or appeals not resolved within 3 months of the agreed timeframe or if a complainant is dissatisfied with the outcome of the Acacia Medical complaints handling process, the complainant may refer the complaint to any support-person, advocate, or relevant professional body, such as a therapist, plan manager or the NDIS Commission, for mediation/resolution.

All information is treated in a confidential manner, including information about the client obtained from sources other than the client (e.g., from the complainant or from professionals). Acacia Medical will determine, together with the client/complainant, to what extent the subject of the complaint and its resolution shall be made available to the public.
Acacia Medical’s complaints management and resolution system is maintained and complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
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