Last updated: 25/07/2026
We want you to be confident in every purchase from Maison Supremus Medical. Here's how returns work.
Change of mind
Change-of-mind returns may be accepted within 30 days of delivery where products remain unopened, unused, and in their original packaging. To be eligible:
- The item must be unused, in its original packaging, with all accessories and documentation included
- You'll need your order number or proof of purchase
- Return shipping is at your cost unless the item is faulty or we sent the wrong item
- A restocking fee may apply to change-of-mind returns on select items, in line with our supplier arrangements — this will be disclosed before you return the item
Medical products cannot be returned once opened
For hygiene and infection-control reasons, medical devices, masks, CPAP equipment, respiratory consumables, and other personal-use healthcare products cannot be returned once opened, used, or removed from their original sealed packaging, unless required under the Australian Consumer Law. This includes:
- CPAP masks and cushions
- CPAP filters and tubing
- Gloves, respirators, face masks, and other single-use PPE
- Test kits and other disposable diagnostic products
- Any product marked as a hygiene item on its product page
This doesn't affect your rights under the Australian Consumer Law if the product is faulty, unsafe, or not as described.
Incorrect orders
Customers are responsible for ensuring products selected are suitable for their intended use prior to purchase, including checking compatibility with existing equipment (for example, mask type or machine model) before ordering.
Faulty or incorrect items
If a product arrives faulty, damaged, or different from what you ordered, contact us within 7 days of delivery at christopher@plusmedical.com.au or 0433 613 880 with your order number and photos of the issue. Customers are entitled to remedies under the Australian Consumer Law where products fail to meet consumer guarantees, and we'll arrange a replacement, repair, or refund at no cost to you on that basis.
CPAP machines and medical devices
CPAP machines, oxygen concentrators, and other regulated devices may also carry a manufacturer warranty in addition to your return rights — check the product page for details. If a device develops a fault outside the return window but within the manufacturer warranty period, we'll help you arrange a warranty claim.
How to start a return
- Email christopher@plusmedical.com.au or call 0433 613 880 with your order number and the reason for return
- We'll confirm eligibility and send you return instructions
- Post the item back in its original packaging
- Once received and inspected, we'll process your refund or exchange within 5 business days
Refunds
Approved refunds are issued to your original payment method. Shipping costs are refunded only where the return is due to our error or a faulty item.
Questions
Reach out any time at christopher@plusmedical.com.au or 0433 613 880 — we're happy to help you figure out the right option.