FAQ

HERE WE HOPE TO ANSWER MOST OF YOUR QUESTIONS REGARDING YOUR RELATIONSHIP WITH SOLMED™

GETTING STARTED
All you need to do is create an account by logging in as a new user. Once you have done this and the account has been activated by our Customer Service, you can browse and purchase.
We regret that we cannot approve customers outside Australia as restrictions govern the export of Medical Devices outside of Australia based on TGA Legislation

On Bulk Orders

BUYING PRODUCT
Just click on the product you want and submit the quantity you want and add to cart. Many products will give you options of sizes which you need to tick and add to cart. A drop down menu will appear if products fit these parameters.

METHODS OF PAYMENT
We use Pay Pal, Direct Bank Deposit and Cheque/Money order Payments. Pay Pal is quick and easy and if you have a current Visa or Mastercard this can be used even if you do not have a Pay Pal Account. Usually same day Dispatch for Pay Pal Confirmations.
Cheques/Money Order and Direct Deposit will need to be cleared and received before goods can be dispatched.

METHOD OF DELIVERY & POSTAGE CHARGES
We use Australia Post for deliveries of smaller parcels however we reserve the right to use a courier or carrier for Bulk Items. Should your order tally over 20Kgs we request you email us for a direct quote. Any Postage excess is also refunded once we receive the actual cost on Dispatch.

WARRANTY & RETURN POLICY
Solmed is a registered Australian Company domiciled in the state of NSW and comes under the Regulations of the Trade Practices Act and is also subject to TGA Legislation regarding most Medical Devices.
Statutory Warranty applies as per the ACT as well as SOLMED Goods Return Policy as follows:
If any item is found to have a Manufacturing Defect, then you should call Solmed Customer Service to receive authorisation to return any faulty product. We will report the fault to the Supplier as well as the TGA if applicable. We will replace any faulty product if we confirm the fault and will offer a full refund or exchange.

QUALITY OF PRODUCTS SOLD
All products sold by SOLMED have been selected from reputable long established suppliers and we select only Hospital Quality Products traditionally because of their standing reputation in Hospitals. We know that when we advertise a product we know how good it performs.
Caveat Emptor!
Other Sellers claim to sell Hospital Quality Products. We only use products sold into the Clinical Areas.

BUYING SINGLE USE INSTRUMENTS
Many customers buy Surgical Single Use Instruments and you should be aware that although the quality is good, these are not made from the same Stainless Steel that is used for Reusable Instruments. In Hospitals they are used for a single patient because of the risk of cross contamination and infection measures. They are inexpensive and good value for money. They should not be compared to the European Reusable Intruments that cost hundreds of dollars.
For personal use they can be used several times over but will eventually wear out if autoclaved repeatedly. Please refer to the clinical section regarding "Single Use Instruments".

WHO IS SOLMED
Solmed was registered in 2008 by Directors working in the Medical Device Industry for 30 Plus Years. After decades of experience and Network Connections it was decided to make the Hospital Type Quality Products available to everyone. We saw the huge markups in Pharmacies, Medical Sellers and First Aid Retailers and decided to pool our resources to make these products available to everyone at fair prices similar to what Hospitals were paying. We pass the savings on to you.

WHY BUY FROM SOLMED AND NOT OTHER SELLERS
Good Question? Yes there are many Sellers out there who want your business. We know most of them. Some good and very ethical but many are not. We have seen sellers copy us. A good example is Ebay where you can buy almost any medical item and no scutiny exists. You can set up shop, call yourself a seller and away you go. There is no checking on the people, background, clinical knowledge etc. We have a shop on Ebay and we continue to observe another shop who directly copies everything we do from Listings, Photos, Knowledge and even named themselves similar to us. This shop claims to be a key Medical Supply Distributor to Hospitals all to deceive the buyer. Many of our customers think it is us and are not aware of the imposter. This is another reason we set up this website. We do not want you confused with other unethical sellers.
We can easily demonstrate that our experience and knowledge of the business comes from years of Regulatory Affairs, Quality Assurance, Sales, Marketing and Working in this Industry. We have access to Clinical Nurse Consultants, we are Partners with Clinicians and the Industry knows us well. Many of the Industry Reps have been trained by us.

SERVICE GUARANTEE
Today many companies are well respected because they give good service. Let's face it, if a company doesn't give good service then the astute consumer doesn't go back.
SOLMED offers awesome service and we do not take our customers for granted.
"YOU ARE THE REASON WE EXIST". Every thing we do is focused on you the customer.
Put us to the test and you will soon see why we are exceeding customer expectations.

ITEMS LISTED FOR PRE-ORDER
There are literally thousands of items available to the consumer for First Aid, Medical Consumables, Devices etc. Some of our products are listed as Pre-Order because the range is so vast and we can quickly get these products in, as our Suppliers hold stock for us. The product usually ships to you within 2-3 Business Days even if it is shown as not available. You can feel confident that you will not be waiting and if for some unforseen reason the stock is on Back Order you will be notified immediately and you can wait for the product or receive an immediate refund.

PRIVACY
We have a strict policy on the privacy of our customers. We send all parcels discretely and never give your details to any third party. The password you choose is not known by us as it is automatically generated by secure encryption.

PAYMENT SECURITY
All payments are secure and encrypted if paying through Paypal. We do not have access to your Card details or any Paypal Log on information.

BUYING MEDICAL DEVICES
All our Medical Devices are registered with the TGA by our suppliers and no product is allowed to be sold without the TGA ARTG Number. You will see these numbers on the listings and you can feel confident that they have been registered in accordance with the ACT.

CONTACTING US
We are very happy to receive all feedback and contact from our customers. We are not a Faceless organisation. If you want to just ask a question we would be happy to receive your call. If you want a quote for larger Bulk Items we would be happy to discuss with you.

OUR EBAY STORE
Solmed operates an EBay Store 7 Days a week and there is usually someone available to handle those orders and messages through each day. The eBay store has a huge range with smaller quantities and similar pricing. Some speciifc Medical Devices cannot be sold on eBay so please ask us if you cannot see the type of product you are looking for.
http://stores.ebay.com.au/Solmed-Pty-Limited