Frequently Asked Questions

Product availability

  1. The product you are looking for is out of stock, do leave your details in the web form and you will be contacted when stocks become available.

  2. If you cannot find the part number I am looking for please enter into the search field.
    Click here and enter the model number of your product directly into the search field as shown below.

    Philps AED Search

  3. If you are still unsuccessful to find the product in our shop this could be due to
    - Very rare (low demand) parts may not all be listed in the Philips AED Consumables & Accessories Shop, however, we can get provide you with a local distributor contact who will be able to support Link to list of distributors.

  4. For Philips customers in living in New Zealand, kindly reach out to St John New Zealand through this link St John New Zealand shop.

 

Ordering & Payments

  1. Pricing & GST - all prices listed are in Australian dollars, exclusive of GST (which will be applied upon order check out).

  2. This e-shop intended to serve customers based in Australia and accepts Visa & MasterCard credit cards.

  3. When entering card details, number should be entered as a continuous string of numbers without spaces or dashes.

  4. Ensure that for credit card verification, please enter the address (billing address) exactly as it appears on your credit card statement. A separate shipping address can be entered if it differs from billing address.

  5. Online security - Philips AED Consumables & Accessories website utilises SecurePay which is encrypted with latest Secure Socket Layer (SSL) software for secure online transactions. For further information visit SecurePay link below.
    https://www.securepay.com.au/features/security/

  6. At Philips, we take online security seriously to protect you and Philips as a company against fraudulent transactions. As such, all orders placed must receive approval from one of the accepted credit card providers. Random security checks on orders may be performed and we reserve the right to decline orders that do not pass security validation. If we need to contact you to verify information, we will hold your order until we reach you. In some circumstances, you may be requested to provide an alternative method of payment. Philips requires that you comply with rules and procedures of your credit card provider relating to fraudelent and unauthorised use.

  7. To contact us directly please call Medical Consumables Support Team at 1800 251 400 (option 2).
    Operating hours : 8.30 am – 5.00 pm (AEST) Monday to Friday
    Email: Consumables_E-Shop.Orders@philips.com

 

Shipping & Delivery

  1. Delivery times are typically within 48 hours (working days from order processing) for Metropolitan areas and most Regional centers, and up to 8 working days or more for remote destinations. Products which are rated as Dangerous Goods (DG) may not meet the typical 48 hours delivery time due to logistics restrictions

  2. Shipping & Handling charges are indicated below (these are deliveries with sign off) . We deliver Nationwide (Australia). For New Zealand, please contact St John New Zealand https://www.stjohn.org.nz/Shop/.

    STATE Shipping & Handling
    Victoria $ 20.00
    Tasmania $ 20.00
    ACT $ 20.00
    New South Wales $ 20.00
    Queensland $ 20.00
    South Australia $ 20.00
    Northern Territory $ 30.00
    Western Australia $ 35.00

  3. Upon successful payment transaction, you will be provided with a tracking number in the shipment confirmation e-mail from Philips AED Consumables & Accessories website. In some instances if you do not receive any confirmation, do check if mail was incorrectly assigned to other folders other than the inbox.
  4. To track the progress of your shipment - please click on tracking link in your shipment confirmation e-mail or https://www.mytoll.com/. Any additional query can be done through Medical Consumables Support Team.

 

Product Returns/Damaged, Warranty

Should you have the need to return goods back to Philips the following process should be followed:

  1. Contact Medical Consumables Support Team on 1800 251 400 (option 2) within 7 calendar days of receiving the delivery in an unopened, sealed and undamaged box condition.

  2. Have your purchase order number or invoice number available which will help us reference the goods you are returning.

  3. Philips will issue you with a Return Materials Authority (RMA) which will need to be fixed on the box of the goods returning back to Philips.

  4. Depending on the reason for return, a Delivery fee and a Re-Stocking fee may be charged. (see table below).

    Shipping/Handling Restocking Fee (15% invoice value)
    Incorrectly ordered Y Y
    Received a different item instead of has been ordered N N
    Order change Y Y

  5. Upon Philips receipting delivery of the product(s) in proper condition (unopened original manufacturer packaging and seal), a Credit will be issued on your account minus any delivery and restocking fee where applicable.

  6. Product was damaged in transit - confirm that your order is correct, please take pictures of received condition and contact Medical Consumables Support Team within 24 hours of delivery. Our Medical Consumables Support Team will assist you with the necessary steps.

  7. Products sold on this website may come with an additional manufacturer warranty period of three (3) or twelve (12) months depending on the product. Specific product warranty details are indicated in this link http://www.parts.philips.com.au/healthcare/warranty_table.html. The warranty period will start upon delivery of the Product.