This policy and its related procedures have been established to enable the company 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 to system failures, cancellation of events and circumstances beyond Diabetes Victoria’s control.

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

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 15 business days from the date of purchase.
 
Products must be returned by customers in its original condition before replacements are issued. Diabetes Victoria must be contacted prior to the products being returned.
 
Postage costs will be borne by the customer for any change of mind purchases.

Due to health reasons, the following products cannot be refunded or returned under any circumstance:
  • blood testing monitors
  • lancets
  • lancet devices
  • Ketone strips

Diabetes education and training events

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 in writing, 1 week 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 1 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, if the other person meets the specific program eligibility criteria. Similarly, the notification to reschedule or transfer has to be in writing, and Diabetes Victoria must be notified 1 week prior to the event.

Living Well events and expos

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 due to unforeseen illness, injury or family loss, refunds are provided if a notice of cancellation is received in writing, 1 week 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
Diabetes Victoria is under no obligation to provide refunds due to a change of mind.

Diabetes camps

Diabetes Victoria reserves the right to cancel, postpone, alter or reschedule camps including camp program, dates, location or duration, as a result of unforeseen circumstances (eg. fire or natural disasters) or for any other reason. Campers will be notified and refunds will be processed (if applicable).
 
Diabetes Victoria reserves the right to withdraw or expel any camper whose behaviour, or actions are deemed harmful or disruptive to themselves or others, and if the camper will not or cannot follow by the rules and policies of camp. If this occurs, no refund will be made.
 
If a camper is unable to attend, refunds are only provided if a notice of cancellation is received 2 weeks before the scheduled start date of camp. All refund requests are to be made in writing and should contain the following details:
  • Full name of camper
  • Amount paid
  • Date of transaction
  • Date of scheduled camp
  • Reason for cancellation
If a camper provides less than 2 weeks’ notice, Diabetes Victoria will make every effort to find a replacement camper. Refunds will only be provided if the camper can be replaced.
 
If a camper cancels within the 2 week period due to an unforeseen illness, injury or family emergency, a medical certificate along with a letter or email would be required to support a refund request.
 
No refunds will be made for a camper that leaves camp early for any reason, or for any change of mind. 

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
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.

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.