Shipping & Returns

Overview

At Sigvaris, we supply medical-grade compression garments designed to support individual patient, clinical and therapeutic needs.

This policy applies to customers purchasing products directly from Sigvaris Australia, including individual consumers, patients, pharmacies, clinics, hospitals, healthcare providers, distributors and approved business account customers.

Because many of our products are selected based on individual measurements, clinical requirements and specialised use, our shipping, returns and review processes differ from standard retail products.

This policy outlines important information regarding delivery, product reviews, exchanges, returns and customer rights. Please read the information below carefully before placing an order.

 

Shipping

We aim to provide a simple and reliable delivery experience for all orders.

Order Processing

• Orders are typically processed within 1 - 2 business days, subject to availability.
• Orders are dispatched from our Melbourne head office.

Shipping Charges

• Shipping and delivery charges are payable by the customer unless otherwise stated, included in an approved business arrangement, or confirmed as part of a promotion or account agreement.
• Shipping costs are calculated at checkout (where applicable) or advised at the time of order confirmation.

Delivery Timeframes

• Estimated delivery: 3 - 5 business days, subject to availability.
• Delivery times may vary depending on location, courier services, stock availability and external factors outside our control.

Important Notes

• Delivery timeframes are estimates only.
• Customers should inspect deliveries upon receipt.
• Claims for shortages, incorrect supply or delivery damage must be raised with Sigvaris within seven (7) days of receipt.
• Risk in products passes to the customer upon delivery to the nominated delivery address.

 

Our Products

Because many Sigvaris products are medical-grade and selected based on individual patient needs, return eligibility varies depending on the product type.

Ready-to-Wear Products
May be eligible for exchange or review where:

• the item is unused, unwashed and in resaleable condition
• packaging is unopened (where applicable)
• the request is raised within 14 days of delivery
• prior approval is provided by Sigvaris

Custom-Made Products
Custom-made garments manufactured to individual measurements are generally non-returnable unless faulty or not manufactured to approved specification.

Specialty Products
Selected specialty products are generally non-returnable due to their clinical or hygiene nature.

Please note that approval is required before any return is sent back.

 

Review Process (Fit & Function)

Compression garments often require a short adjustment period as part of normal wear and clinical adaptation.

Step 1 - Initial Wear Period

Customers should:

• Wear the garment as prescribed or directed
• Allow up to 7 days for adjustment and adaptation

Step 2 - Raise Any Concerns

If you experience concerns relating to:

• Fit
• Comfort
• Performance
• Slipping, tightness, or other issues

Please contact your original place of purchase to raise any concerns.

Products purchased through pharmacies, clinics, distributors or other third-party suppliers should first be referred to the original place of purchase for assessment and support.

Step 3 - Review Window

All fit or function concerns must be raised within 14 days of delivery.

Requests submitted outside this timeframe will not be eligible for review.

Please note that the 14-day review period applies to fit, function and clinical assessment matters. Change of mind exchanges are subject to the separate 14-day timeframe outlined below.

 

Assessment Requirements

To assist with assessment and resolution, Sigvaris may request:

• Photos of the garment, including tags and labels
• Photos of the garment being worn
• A description of the issue experienced
• Confirmation of measurements or sizing information
• Additional clinical information where relevant

 

Review Timeframes

• Once all required information has been received, Sigvaris will ordinarily review requests within five (5) to seven (7) business days.
• Complex clinical matters, custom-made products or requests requiring additional assessment may take longer. Customers will be contacted where further information or time is required.

 

Review Outcomes

Following assessment, Sigvaris may determine one of the following outcomes:

• adjustment recommendation
• replacement garment
• exchange, refund or credit where appropriate
• no action where products meet specification

Each case is assessed individually to determine the outcome.

 

Change of Mind

We do not offer refunds or credits for change of mind.

For ready-to-wear garments only, an exchange may be considered within fourteen (14) days of delivery where products are unused, unwashed, unopened (where applicable), in resaleable condition, and approved by Sigvaris.

Custom-made garments and selected specialty products are not eligible for change of mind exchange.

For ready-to-wear garments only, approved exchanges for change of mind remain subject to product eligibility, resaleable condition and Sigvaris approval.

 

Non-Returnable Situations

Returns, exchanges, credits or refunds are not available for:

• Incorrect measurements provided by a third party
• Normal wear and tear
• Improper use, garment care or application
• Products damaged through misuse
• Products outside approved review timeframes

Due to their customised, clinical or hygiene nature, the following products are generally non-returnable unless faulty or not manufactured to approved specification:

• Custom-made garments
• Compreflex Reduce
• Compreshape products
• Chip Pads
• Genifit products
• Selected related specialty items

 

Faulty Goods & Australian Consumer Law

We comply fully with Australian Consumer Law (ACL).

Under the ACL, customers may be entitled to a replacement, refund or other remedy where a product:

• is faulty or defective
• is not as described
• has a major failure

These rights cannot be excluded.

Where, following assessment by Sigvaris, a manufacturing fault or product defect is confirmed, Sigvaris may determine an appropriate remedy including:

• a replacement garment
• an exchange, refund or credit
• no additional cost to the customer where fault is confirmed.

Nothing in this policy limits or excludes rights available under Australian Consumer Law.

 

Return Process

Before returning any product, customers must first obtain approval from Sigvaris.

Approved returns may require:

• a return authorisation/reference number
• supporting documentation or requested images
• original order details
• supporting clinical information where relevant

Unless a product is confirmed as faulty, customers are responsible for return and exchange shipping costs.

Garments returned for quality assessment must be washed prior to return.

Returns submitted without prior approval may not be accepted.

Approved exchanges, credits or refunds (where applicable) are generally processed within five (5) to ten (10) business days.

Important Return Conditions

• Return Authorisations remain valid for ninety (90) days
• Claims for shortages and incorrect supply must be raised within seven (7) days of receipt
• Products older than six (6) months from invoice date will not be accepted for return or exchange
• Products purchased through third-party suppliers or distributors must be returned through the original place of purchase
• Products not returned in resaleable condition will not be eligible for refund or exchange
• Items not approved for refund or exchange must be collected or return freight arranged by the customer within fourteen (14) days from notification. If arrangements are not confirmed within this period, Sigvaris reserves the right to dispose of the item
• Customers are responsible for postage costs associated with re-shipping orders (for example incorrect delivery address or failure to collect from a postal outlet)

 

Important Timeframes

Scenario	Timeframe
Report delivery issue	Within 7 days of delivery
Change of mind (exchange)	Within 14 days of delivery
Product return request	Within 14 days of delivery
Fit & function review request	Within 14 days of delivery

 

Working with Your Clinician

To achieve the best clinical outcome, Sigvaris strongly encourages customers to work closely with their prescribing clinician, therapist or healthcare provider to ensure:

• Accurate measurements
• Appropriate product selection
• Ongoing suitability of treatment

 

Website Information

We aim to ensure all product descriptions, images, and information on this website are up-to-date and accurate.

However:

• Colours may vary slightly between screens and actual products
• Product information may change over time
• Availability may vary

Sigvaris reserves the right to update website content, pricing, or product information at any time.

 

Privacy

Any personal information provided through this website is handled in accordance with our Privacy Policy.

 

Contact Us

For any questions relating to our policies, please contact our team for further assistance.

53 Stanley Street, West Melbourne, VIC 3003, Australia
1300 744 827
orders.au@sigvaris.com