Refunds, Returns, Cancellations & Product Availability Policy

At MedLab Refrigeration Systems (MLRS), our goal is to ensure you are satisfied with your purchase. We are committed to providing quality products, transparent pricing and fair customer service.

Damaged Goods

Orders received damaged should be reported to MLRS within 48 hours of delivery, wherever possible, to allow for prompt assessment and resolution.

Customers are encouraged to provide photographs of any damage, along with their order details, to assist with the assessment process.

Failure to report damage within 48 hours does not affect any rights available under Australian Consumer Law.

Faults and Defects

Any faults or defects should be reported to MLRS within 14 days of receipt, wherever possible.

Valid claims will be assessed in accordance with applicable consumer guarantees and manufacturer warranties.

Depending on the circumstances and applicable legal requirements, remedies may include a repair, replacement of goods or refund.

Where a replacement is appropriate but unavailable, a refund or other applicable remedy may be provided.

Faults or defects identified after 14 days may be referred to the manufacturer for warranty assessment. Customers may also contact MLRS directly for assistance with their rights under Australian Consumer Law.

The manufacturer's warranty is additional to, and does not replace, any applicable statutory consumer guarantees.

Return Freight

Freight costs for discretionary returns to MLRS are the responsibility of the customer unless otherwise agreed.

Where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable consumer guarantees, reasonable return freight costs and collection arrangements will be handled in accordance with Australian Consumer Law.

Order Cancellations and Change of Mind

All sales are considered final unless otherwise required by Australian Consumer Law or expressly approved by MLRS.

MLRS does not generally offer refunds or accept cancellations for change of mind, incorrect purchases or goods that are no longer required.

However, cancellation requests received before goods have been dispatched may be considered at the discretion of MLRS.

Where a discretionary cancellation is approved, any nonrefundable payment processing fees incurred by MLRS, including Shopify Payments, credit card or other payment provider transaction fees, may be deducted from the refund amount, provided the deduction is disclosed, agreed to by the customer and permitted by applicable law.

Payment processing fees are generally not reimbursed to MLRS by Shopify Payments when an order is refunded, including orders cancelled before dispatch.

Customers can review Shopify's official information regarding payment processing fees and refunds here:

https://help.shopify.com/en/manual/payments/shopify-payments/payouts/refunds

Any proposed processing fee deduction will be clearly communicated to the customer before a discretionary cancellation is finalised.

Where a refund is required under Australian Consumer Law, payment processing fees will not be deducted from the customer's statutory refund entitlement.

Once goods have been dispatched, change of mind cancellations and returns are generally not accepted unless otherwise agreed by MLRS.

Product Availability and Pricing

While we make every effort to ensure all products, specifications and pricing listed on our website are current and accurate, occasional discrepancies may occur due to manufacturer updates, discontinued models, stock availability or promotional pricing changes.

If a product is unavailable, discontinued or incorrectly priced at the time of order confirmation, we will contact you promptly to discuss the next steps.

In these cases, you will have the option to:

• Receive a full and prompt refund.

• Upgrade to an alternative model, with any price difference clearly explained.

• Proceed with a comparable product at an adjusted price where applicable.

Where an order cannot be fulfilled as agreed, customers will be entitled to any remedies required by Australian Consumer Law.

Our priority is transparency and ensuring you receive the correct product for your needs. We will always aim to honour advertised pricing where reasonably possible or provide a fair alternative solution.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law, where those guarantees apply.

Customers may be entitled to a repair, replacement, refund or other remedy where goods fail to meet applicable consumer guarantees.

For major failures, customers may be entitled to reject the goods and choose a refund or replacement, subject to applicable legal requirements. For failures that are not major, MLRS may be entitled to provide a remedy within a reasonable time.

These statutory rights apply independently of any manufacturer warranty or reporting periods outlined in this policy.

Contact Us

If you have any questions regarding an order, refund, cancellation, product availability or warranty claim, please contact us:

MedLab Refrigeration Systems

Email: admin@medlabrs.com

Phone: +61 (02) 8007 5735

Mobile: +61 (0) 458 800 003

We appreciate your business and remain committed to providing fair, transparent and professional service.

Warranties & Repairs

All refrigeration units and accessories are supplied by MedLab Refrigeration Systems are covered by manufacturer warranties.

For any warranty enquiry, service support, or clarification, please contact MedLab first and we will guide you through the correct process.

MedLab Refrigeration Systems

Email: admin@medlabrs.com

Phone: +61 (02) 8007 7535

Mobile: +61 0458 800 003

Please have your tax invoice, model number, and serial number available when requesting support.

Liebherr (Distributed by Andi-Co Australia)

Liebherr units supplied in Australia are supported by Andi-Co Australia and include a 5-year manufacturer warranty covering defective materials and manufacturing faults under normal use.

To ensure efficient after-sales support, customers are strongly encouraged to register their warranty with Andi-Co. Proof of purchase, model number, and serial number will be required when lodging a service request.

Warranty does not cover misuse, incorrect installation, external damage, or repairs performed by unauthorised technicians. Warranty applies to the original purchaser and is not transferable.

Manufacturer Service Contact:

Phone: 1800 685 899

Email: service@andico.com.au

Website: www.andico.com.au

Nuline Refrigeration

Nuline warranties range from 2 to 5 years depending on the product series. Coverage includes defects in materials, manufacture, workmanship, and compressor performance under normal operating conditions.

Claims require written submission including model number, serial number, and installation date via their service booking process.

Warranty excludes stock loss, failure to maintain (including condenser cleaning at least every 6 months), improper installation, power surge damage, poor ventilation, incorrect usage, and consumables such as lights or glass. A service charge may apply if no fault is found.

Manufacturer Service Contact:

Phone: 03 9562 3355

Website: www.nuline.com.au

ICS Pacific

ICS Pacific units are supported by a 3-year parts and labour warranty covering manufacturer faults under normal operating conditions.

Warranty claims require submission through their website, including photos of the unit in its installed location.

Warranty excludes lack of maintenance (including condenser cleaning), poor ventilation, incorrect electrical supply, misuse, consumables (glass, lights, plastics, gas), and transferred ownership. Warranty is typically valid only for the original purchaser.

Manufacturer Service Contact:

Phone: 1800 630 360

Email: info@icspacific.com.au

Website: www.icspacific.com.au

EuroChill / Vacc-Safe

EuroChill and Vacc-Safe units are covered against defects in materials and workmanship under normal use.

Claims are made by submitting a service request via their website or calling their support line with model and purchase details.

Warranty excludes misuse, neglect, incorrect installation, power surges, improper cleaning, and unauthorised alterations. A $275 (inc. GST) service call fee may apply if no fault is found or the issue is user-related.

For medical applications, continuous temperature monitoring is strongly recommended to prevent cold chain breaches.

Manufacturer Service Contact:

Phone: (03) 9580 9052

Website: www.eurochill.com.au

Important

Manufacturer warranty terms are set by each supplier and may vary by product model. MedLab Refrigeration Systems is not liable for stock loss unless explicitly agreed in writing.

For fastest support and correct warranty claim handling, please contact the manufacturer directly using the details provided above. If you have any further questions or require assistance, our team is always happy to help. Please don't hesitate to get in touch using the information provided.

The MedLab Refrigeration Team

Email: admin@medlabrs.com

Phone: +61 (02) 8007 7535

Mobile: +61 0458 800 003