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Customer satisfaction is very important to us and for this reason we try to accommodate all return, exchange and refund requests. Every purchase is covered by our 100% satisfaction policy which allows you to return an item within 21 days of receiving it.

Please note that all items are to be returned in brand new condition, unmarked and unworn, and in their original packaging. eNurse reserves the right to refuse exchanges and refunds if the terms and conditions have not been met. In such cases, you will be contacted by our customer service team. More detailed information for returns or exchanges, can be found on the Exchange form and the Return Form.

If you are sending an item back to exchange it for a different size, colour etc, please download and complete the Goods Exchange Form. It is important to read the terms and conditions on the back of this form.

If you are sending an item back to receive a refund, please download and complete the Goods Return Form. It is important to read the terms and conditions on the back of this form.

1. Faults
Most products sold by eNurse.com.au are covered by a 12 month Fault warranty.
A fault return is when a customer wants to return an item because their item or product is not working, has a defect or is not working the way it has been advertised. We will offer an exchange or refund in the following circumstances:

  • If an item is faulty, wrongly described or different from a sample shown, we will provide a replacement product or refund, excluding original shipping costs.
  • If the item has stopped working due to fault and not misuse.
  • If the product is out of stock or on backorder at the time of return, an exchange for a different item of equal value or refund can be given.

Some items are under warranty through the manufacturer, in which case replacement or refund will be given through the manufacturer and according to their warranty policy and procedures.
If there is mistake from our end, or a fault with the product, we do not expect you to be out of pocket, so please call us before sending the item back. Out of pocket costs are referred to, and strictly limited to, the cost of return postage to a maximum of $15.00.

 


2. Change of mind
Change of mind refers to a request to refund or exchange an item by the customer, for reasons other than a faulty product, a product that does not fit properly or the product is not as advertised.

Unless you have been sent the wrong item, we do require the products to be returned to us at your expense. Please contact customer service before sending the item so we can assist you with the most appropriate return method.
eNurse.com.au will refund or exchange items if:
 

  • The item is returned within 21 days of receipt
  • Proof of purchase (i.e. invoice or bank statement) is provided
  • The item is in brand new condition (unworn, unused, unwashed, all tags/labels attached). If an item is being returned for refund or exchange and has been used or is not in its original packaging, a re-stock or return fee may be applied.

Refunds will include the purchase price of the item as shown on the invoice, excluding postage and handling fees, and will be paid to you via your original payment method. eNurse.com.au will not pay for additional postage and handling fees occurred to return the item.
eNurse.com.au reserves the right to refuse to refund or exchange an item if the terms and conditions outlined in this policy have not been met.
 


 
3. Incorrect size/purchase
Incorrect size/purchase refers to a request to refund or exchange an item by the customer due to the product not fitting correctly (for example, shoes are too big or too small, or the wrong colour was ordered by mistake). For such circumstances, the policy stated above (Returns, Replacements and Warranties, dot point 2) will apply.
However, we understand that purchasing shoes and clothes online can be quite difficult as it's hard to know exactly what size will fit best. That's why, at eNurse.com.au, we are happy to work with the customer with our Peace of Mind exchange policy. It involves 2 simple steps*:

  1. You get the item back to us unused and unmarked
  2. We send you the exchange pair free**.

*Further information regarding returns and refunds of shoes and scrubs can be seen below.
** See the policy for 'Change of Mind', listed above.

 


4. Shoes
eNurse.com.au will refund or exchange shoes if:

 

  • They are in brand new condition (unworn, unmarked and clean)
  • The original packaging is included in the return (for exceptions call our Customer Service Team on 1300 886 814)
  • The Goods Returns Form has correctly been filled in and included with the return
  • Proof of purchase can be provided
  • They are returned within 21 days of the purchase

eNurse.com.au reserves the right to refuse to refund or exchange shoes if the terms and conditions have not been met.

4.1 Scrubs
eNurse.com.au will refund or exchange scrubs if:

  • They are in brand new condition (unworn, unmarked and clean)
  • The Goods Returns Form has correctly been filled in and included with the return
  • Proof of purchase can be provided
  • They are returned within 21 days of the purchase