This policy and its related procedures have been established to enable Diabetes Victoria to facilitate efficient and effective refunds for products, event registration fees, membership subscriptions and donations due to varied reasons. There may also be occasional instances where refunds are required due cancellation of events and circumstances beyond Diabetes Victoria’s control.

Diabetes Victoria will conduct all refunds ethically, honestly and with fairness to all parties.

This policy does not apply to all National Diabetes Services Scheme (NDSS) products as Diabetes Victoria is not permitted to exchange NDSS products incorrectly ordered by registrants.



Procedure

All refunds are guided by the following key principles:
  • Proof of purchase is required for any refunds or exchange.
  • Diabetes Victoria reserves the right to assess the eligibility of all refunds.
  • A Refund Requisition form must be completed and authorised by the appropriate manager, and is accompanied by the customer’s request for refund.
  • Refunds will be issued as per the customer’s original payment method.
  • Once approved, refunds will be processed by the Finance department within 1 to 3 business days for credit cards and twice a month for cheques and electronic fund transfers.



Diabetes Victoria products

Diabetes Victoria will accept returns of products within 10 business days with proof of purchase.

Original products must be returned by customers before replacements are issued for products that are faulty, received in a damaged condition or delivered incorrectly. Products must be in acceptable condition and Diabetes Victoria must be contacted prior to the products being returned.
 
Due to health reasons, the following products cannot be refunded or returned under any circumstance:
  • blood testing monitors
  • lancets
  • lancet devices


Event registration fees
 
Diabetes Victoria reserves the right to cancel, postpone or reschedule events due to unforeseen circumstances. Participants will be notified and refunds will be processed (if applicable).
 
If participants are unable to attend an event, refunds are only provided if a notice of cancellation is received, one week (7 business days) before the event.
 
The notice of cancellation should contain the following details:

Full name of participant
Organisation
Amount paid
Date of transaction
Name of event
Reason for cancellation
 
No refunds are provided for cancellations with less than one week’s notice.
 
Participants may reschedule or transfer their registration to another person if they are unable to attend an event organised by Diabetes Victoria. Similarly, the notification to reschedule or transfer has to be in writing, and Diabetes Victoria must be notified one week (7 business days) prior to the event.
 
Please note that this is not applicable for Camps, Diabetes Expo and Living Well events.


Membership subscriptions

If an error was made in regards to a member’s subscription fee, the member must request for a refund in writing and include the following details:
  • Full name of member
  • Address
  • Amount paid
  • Date of transaction
  • Receipt number
  • Nature of error / reason for refund

An updated membership card will be issued accordingly.


Donations

If an error was made in regards to a pledged amount or donation, donors should notify Diabetes Victoria within 7 days in writing and include the following details:
  • Full name of donor
  • Address
  • Pledged / Donated amount
  • Date of transaction
  • Receipt number
  • Nature of error / reason for refund

If the refund is approved, any original receipt issued for the incorrect amount becomes void and invalid. A new receipt will be issued accordingly.

Diabetes Victoria is under no obligation to provide refunds due to a change of heart, but will endeavour to ensure that any genuine errors are rectified.