05/10/2026
A message to our community
Following the recent news report, we want to acknowledge the concerns raised and explain an update to our returns policy.
We extend our sincere condolences to Carol and her family.
Before the news station contacted us, we had agreed to accept the return and provide a full refund without deductions.
We recognise that unexpected circumstances can change someone’s needs, and that these situations deserve compassion and individual attention.
On 30 September 2026, we added a compassionate-returns provision to our policy, allowing us to consider returns where circumstances beyond a customer’s control mean a product is no longer required.
Like many small businesses, we have faced rising freight, supplier and operating costs. These costs influence how we manage discretionary returns, but we recognise that customers also need understanding, clear communication and practical support.
Our goal remains to make medical and mobility products more affordable, supported by helpful, reliable service.
We don’t always get everything right. We are committed to learning from customers’ experiences and improving how we respond when something goes wrong. We know trust is earned through what we do next.
You can read the updated policy here: https://www.rapidmedicalsupplies.com.au/policies/refund-policy
If you need help with an order or would like us to consider your circumstances, please email [email protected].
The Rapid Medical Supplies team
