Returns Policy

Warranty/Return Policy

Please follow the steps outlined below to process your Warranty Exchange, Return, or Refund of merchandise purchased from StatPacks Plus.

Returning an Item

At Health Support Solutions, we strive to make our customers’ return process hassle free. However, only items purchased directly from Health Support Solutions are eligible for a return or exchange at Health Support Solutions. As all returns to Health Support Solutions must meet our guidelines, please review our full Return Policy carefully.

  • A return authorisation email from Health Support Solutions Australia is needed to return an item. Please send an email to  to start your return process and obtain a return authorization email and include it in the return along with a copy of the original invoice. If you are having difficulties starting the return process please contact customer service at 0459 026 261.
  • Returns must be made within the time limit specified in our Return Policy.
  • Returned products must be in brand new condition and have all original manufacturers packaging, materials and accessories.
  • Securely package the product you wish to return within an outer box, do not write or place shipping labels or stickers on the manufacturer’s packaging.

Return Policy

For the first 30 days of after your purchase you may return the merchandise for a full money back refund, excluding any shipping charges, a return authorization email from Health Support Solutions Australia is required to return the item, please email us at to arrange your return. 
All returns must meet our guidelines. Returned or exchanged products must be in brand-new, mint condition, and have all original manufacturers packaging, materials and accessories, including instruction booklets, packing inserts, and blank warranty cards. Clearance items or items sold as “all sales final”, are not eligible for return.

Merchandise missing the original Universal Product Code (UPC) cannot be returned. The original manufacturer’s labeled packaging should be enclosed within an outer shipping box. Please do not write or place shipping labels or stickers on the manufacturer’s packaging. Securely package the product and include the filled out return authorisation email and a copy of the original invoice. Ship the parcel back to us freight prepaid. We do not accept COD or freight collect shipments. We recommend a shipping method that provides tracking and insurance. Items that qualified for free shipping that are being returned will have our standard shipping charges deducted from refund or credit. The return shipping cost (the cost to send an item back to us) is not refundable. Please allow up to 8 business days after we receive the package for your return/exchange/refund to be processed. An email confirmation will be sent to you once the return is processed.


All products are covered by the manufacturer’s warranty no matter where they were purchased by the original purchaser with actual proof of purchase. The manufacturer’s warranty includes workmanship and materials but not normal wear and tear.

  • If the item is defective we will pay the shipping.
  • If warranty return is made within the purchase year, we pay for shipping, after this year, consumer pays the shipping.
  • Clearance or final sale items do not carry a warranty.
  • Health Support Solutions Australia Pty Ltd branded products have a limited lifetime warranty (unless otherwise specified). We will arrange repair or replace at our discretion.

Health Support Solutions Australia’s warranty provides coverage for defects in manufacturing only, and expressly excludes coverage for excessive wear and tear and/or physical/accidental abuse, loss and theft. The warranty is valid only at Health Support Solutions Australia. Improper repair or warranty service performed by someone other than Health Support Solutions Australia will void this warranty.

Health Support Solutions Australia Pty Ltd disclaims any liability for consequential or incidental damages, for breach of written or implied warranty of an item, including merchantability or fitness for a particular purpose. Our warranty provides specific legal rights, however, there maybe additional rights for a consumer, which varies depending on the specific circumstances of the transaction or sale.

For specific warranty advice, please contact us on

General Terms and Conditions

Any purchases undertaken on this website are between the purchaser and Health Support Solutions Australia Pty Ltd (HSSA), and fall within the jurisdiction of New South Wales or Australia, depending on the applicable legislation.

By opening or using a product purchased from Health Support Solutions Australia Pty Ltd, the purchaser agrees to be bound by the terms and conditions of sale as set forth below. If you do not agree to the terms and conditions of sale, please ship the product back to Health Support Solutions Australia unopened within 5 days of receipt for a full refund (less shipping and handling charges). Health Support Solutions Australia Pty Ltd makes no warranty, either expressed or implied, of merchantability or fitness for any particular purpose.

Final determination of suitability of any item sold for the use contemplated by purchaser is the sole responsibility of the purchaser, and Health Support Solutions Australia Pty Ltd shall have no responsibility in connection with such determination. Health Support Solutions Australia Pty Ltd will not be responsible for any consequential or incidental damages resulting from the sale, non-delivery, use or improper function of any equipment purchased from Health Support Solutions Australia Pty Ltd. The responsibility, if any is imposed, of Health Support Solutions Australia Pty Ltd in regard to any item purchased shall be limited to the monetary value of the merchandise purchased.

Order Acceptance and Limitations

Order confirmation given to you through Health Support Solutions Australia Pty Ltd does not guarantee our acceptance of your order, nor does it constitute confirmation of an offer to sell. Health Support Solutions Australia reserves the right to decline and cancel an order, or supply less than quantity ordered at any time. Wherever possible, we will communicate this to you by an appropriate means.

At times, we may experience a shortage of certain items. In such instances, Health Support Solutions Australia reserve the right to restrict the quantity of a particular item ordered. We will notify you if a situation like this occurs. In addition, Health Support Solutions Australia may, at its own discretion, limit quantities sold in each order or to each person or per household.

We do not sell items to those who intend to resell products offered through, including dealers, resellers, exporters, wholesalers, or customers.  Health Support Solutions Australia Pty Ltd reserves the right to decline or cancel an order at any time.

Typographical, Illustration and Price Errors

Whilst every effort is made to ensure product accuracy, is intended to be a guide only. Some item illustrations are for display purposes only, may not be exact, and are not necessarily included in the purchase price. StatPacks Plus is not responsible for typographical or pictorial errors, and specifications may change without notice.

All items offered for sale are subject to availability. Many items on or printed materials come from various sources. Health Support Solutions Australia Pty Ltd is, therefore, bound to fluctuating currency exchange rates, inflation of materials and other parts, labour and other price fluctuations, making it necessary to occasionally increase prices. In addition, some domestic and overseas products may be discontinued without our prior knowledge. Should this apply to your order, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

We make every effort to provide you with an error-free Web site. However, in the event there is a misprint, we reserve the right to correct copy or pricing to reflect the actual current status.

Payment Methods – Credit Cards

Health Support Solutions Australia Pty Ltd accepts VISA, MasterCard, American Express, Discover and PayPal. Your credit card is charged only at the time of the actual shipment of item(s) via Paypal. However, there might be a temporary hold on the funds until the time of actual shipment. If paying by Debit or Cheque Card, the funds are authorised as soon as the order is placed, which may immediately affect the availability of funds in the account.

Please provide the correct billing information for the card being used. Billing information includes name, address and phone number of the card owner as recorded by the bank or card issuer. If using a shipping address that is different then the billing address, please provide a phone number for the shipping address.

Payment Methods – Cheques/EFT/COD

We do not accept Cheques, EDT or COD for online orders. For a specific request, please contact us on

Order Verification

Some orders might be subject to our verification procedure before we can process it. For your protection from credit card fraud or identity theft, we may ask you to verify that you’re the card owner or that the order and the shipping information are valid. If your order requires verification, you will be notified by email within one business day

Sales Tax

Local sales tax applies to orders being delivered within Australia. We do not accept resale or tax exempt status on orders

Track Your Order

You should receive a tracking number by email as soon as it is available. Note that it may take up to 24 hours to be updated online. You may track your order by logging in to your account and clicking the ‘track your order’ link.

Canceling an Order

You may cancel your order provided it hasn’t yet entered the shipping process. If the item has entered the shipping process, it cannot be canceled. However, you may return the item for a refund. See our Returns Policy. Please note that if an item is refused upon delivery, the shipping and handling charges for both ways will be deducted from the credit, and at our discretion a restocking fee might also be deducted.


We strive to keep most items in stock for immediate delivery. In the event that an item is out of stock or unable to be shipped for any reason, we will usually notify the purchaser within one business day. The order will remain open unless we are instructed to cancel it. When the item becomes available, it will be shipped.

Shipping Charges

Shipping charges are not included in our pricing. Please place your order in the ‘Cart’ to view shipping charges. Our shipping charges are calculated on the source postcode of 2787 in Australia, even if the source location is from one of our alternative locations.

Delivery Times

Health Support Solutions Australia makes every effort to get your order to you as soon as possible. Orders for in-stock items will generally ship within 24-48 hours. We estimate the delivery of orders to be within 7-10 days of the order being shipped.

Shipping Sources and Destinations

Health Support Solutions Australia reserves the right to choose a source location for an item to be shipped from which may include warehouse locations from outside Australia. Health Support Solutions Australia will ship the item to the designated shipping destination on the accepted order.

Delivery Requirements

A signature may be required for shipments upon receipt. Should this be the case, someone must be at the address to receive the package and sign for it. Packages may not be rerouted or picked up from the courier. If you require additional help to receive your package, please email us on before finalising your order.

Damaged in Delivery

If you’ve found damage to the package or if merchandise is missing, please keep the original shipping carton and contact us immediately on so we can issue a damage claim with the courier. Please do not return the merchandise without going through these steps, as it delays the replacement of the order or the issuance of a credit.

Missing Items

All missing items claims must be reported within 5 business days of delivery.

International tax and duty 

International shipments are subject to import fees, duties and taxes, which are levied once a shipment reaches a country, in addition to the brokerage fees/custom clearance charges may be imposed by the courier. These charges must be borne by the recipient. Health Support Solutions Australia has no control over these charges and cannot predict what they might be.

Due to high International shipping costs, taxes and duty fees, we cannot ship any order that includes backordered items. We will hold the order until all items are in stock and available to ship. Please contact us on, if you wish to cancel or change ordered items.

If an International shipment is refused and/or returned, any taxes, duties, custom fees, brokerage fees or shipping charges incurred from this return, will be the responsibility of the customer.

International Tax and Duty for orders shipped to locations within Australia from international sources at Health Support Solutions Australia’s discretion are not excepted with respect to this instance. If you have been charged import duty or other fees associated with your order being delivered to Australia, please contact us on