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Shipping & Returns

Shipping Policy

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IMG Return & Exchange Policy

*Due to the current COVID-19 outbreak, we are unable to accept returns for orders of PPE products including but not limited to masks, hand sanitiser, gowns, shoe covers, eye protection and more.

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  • IMG accepts that from time-to-time goods may be damaged, faulty or defective upon delivery. Such goods, or goods which are not otherwise in accordance with the customer’s order (i.e, incorrect item supplied), may be returned to IMG with written approval.

  • IMG may consider return of goods for change of mind, however, in these circumstances goods shall be returned to IMG at the customer’s expense including freight and any applicable restocking fees. 

  • All claims for credit must be made within seven (7) days of receipt of goods. No goods should be returned without written approval (RMA) from IMG. All claims made after 7 days will not be approved and no credit shall be given.

  • Goods specially procured on behalf of a customer including non-stock or buy-in items, or products specifically tailored for the customer’s requirements are not returnable.

  • Due to the nature of the products, Nutrition products are not returnable. 

  • IMG will not accept claims for loss or damage to goods where orders are by arrangement, delivered to and left at unattended sites.

  • All credits for returned product are issued provided that the products are in their original packaging, unopened, of a current make and model, and otherwise as new and in a saleable condition. IMG will not accept a returned product where the product has been used, marked, taped or otherwise tampered with by the customer. 

  • IMG reserves the right to charge a freight, handling or restocking fee on all returns.

  • Given the sensitive nature of the products, IMG does not accept returns on restricted drugs. 

 

Returns Procedure

  1. Contact IMG Customer Support Team on phone 0479 112 668 for Return Materials Authority Form (RMA) within 7 days of receipt of goods. No credit will be issued without prior approval and RMA.

  2. Pack goods securely in box(es) for safe transport to IMG  Please do not tape or write directly on product or product packaging.

  3. Sign RMA and place with goods inside box.

  4. Label IMG Australia address clearly on box(es) - IMG, 340 Thuringowa Drive Kirwan Qld 4817

  5. Leave box(es) at reception for easy collection by the courier.

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