Shipping & Returns

Shipping

Sörgen Medical offers FREE shipping for all purchases over $100 and an Express Delivery option for an additional $10.00.

Orders received before 12 noon on each business day will be shipped that day, provided the products are in stock. Delivery time can vary depending on where you are located, however allow 2-5 business days from approved payment.

For purchases under $100, standard shipping is $8.95 and Express shipping $12.95.

All products are shipped directly from our warehouse located in Brisbane, Queensland.

Authority to Leave

Please leave us a note on the purchase or message us direct after purchase to add a delivery instruction on your order. We process orders very efficiently so it is important that you contact us quickly so the order is not processed before the note has been added.
If Authority To Leave (ATL) is given by the buyer, transit warranty can be void in the incidence of a missing/stolen parcel. Sӧrgen Medical will work closely with the freight company to resolve any disputes or issues with delivery and Proof of Delivery. Only provide an ATL on orders when there is a safe place for items to be left.

Returns & Exchanges

At Sӧrgen Medical, we work hard to ensure you are completely satisfied with your purchase.

However, we do ask that you check your order prior to purchase.

You may also contact us on [email protected] if you have any questions or concerns regarding a product return or our new 14-day money-back guarantee.

*Terms & Conditions Apply

If you have found our products to have a defect or requires repair, please contact us immediately on [email protected] to obtain return authorisation.

Once authorisation has been accepted, simply return your item with your completed Product Return Form which can be downloaded at the bottom of this page.

Item Condition

  • Items must be new, unused with sealed packaging ‘as delivered’ condition in order to be returned for a refund or exchange.

Due to our products being categorised as medical equipment, we cannot accept opened and/or returned products outside of 14 days.

  • Masks and accessories are considered opened if the original packaging seal has been opened
  • A CPAP Machine is considered used if the packaging has been opened and usage hours are present on the machine, or if the packaging has been opened and the machine shows any signs of misuse or damage
  • There will be a $40 charge for any shipment that is refused, returned to sender, or a different delivery address is requested after shipment. If the customer enters an incorrect shipping address, and the package is delivered to that incorrect address, it is the customer’s responsibility to retrieve that package at their own cost
  • It is the responsibility of the customer to report problems/issues with any product IMMEDIATELY so we are able to find the most prompt solution. If you are missing any part of your order, please report to us within 5 days of receipt of your order
  • The customer may incur expedited shipping fees in cases where issues are not reported immediately and replacements need to be sent out

Cancellation Policy

  • Orders can only be cancelled prior to entering our warehouse shipping queue, we make no guarantee of order cancellation prior to shipping.
  • Orders are not eligible for cancellation following dispatch from our warehouse without a restocking fee.

Product Return Form

Please fill out the following form before sending return products