Shipping policy

 

As of July 1st, 2025 we now offer free world wide shipping

For any customer service or equipment servicing or customer service questions, please email us at service@aemdra.com.au. 

Messages sent to addresses other than service@aemdra.com.au.  may not be delivered to the appropriate recipient. Accordingly, we cannot guarantee delivery,and we may not be able to return your message. Thank you for your understanding.

We offer FREE shipping on all AEMDRA bluetooth and wireless full kits - Australia wide (T&C's apply).  

For NZ, WA, and international shipping and lead time shipping, please feel free to contact us on service@aemdra.com.au.

We will always endeavour to reply within 1-5 business days. Our warranty does not cover chargers, adapters, cords, carry case, nor tripods. You can still enquire and we can try our best to accommodate a replacement in a reasonable time frame.

EMDR equipment Return Policy

Thank you for choosing our EMDR equipment. To ensure a smooth and efficient returns process. please review our return policy outlined below:

Return Eligibility:

Items must be new and unopened.
Items must be returned in their original packaging.

Returns must be initiated within 30 days of delivery.

Refund Details:

Refunds will be issued for the full purchase price minus a 12% restocking fee.

Returned items that do not meet the above conditions may be refused or subject to additional charges including repairs on tampered or damaged EMDR equipment. 

Return Process:

Please contact our customer service team at service@aemdra.com.au to obtain a return authorisation.

Ensure the item is securely packed to prevent damage during transit. Include the original receipt or order number with your return.

We appreciate your understanding and cooperation. If you have any questions or need further assistance, please do not hesitate to contact us at service@aemdra.com.au

AEMDRA return policy: 
  • Timeframe: returns must be initiated within 30 days of delivery. 
  • Condition: Items should be new and unopened. 
  • Refunds: Expect a refund within four weeks of returning the item, though most of time it may be faster. 
  • Return Shipping: AEMDRA does not pay return shipping. Please contact our customer service team at service@aemdra.com.au if you need further clarification
  • Order Errors: Claims for incorrect or missing items should be made within one week of receiving the order. 
  • Defective or Damaged Items: If you suspect a damaged or defective item, contact AEMDRA Customer Service within 7 days of receiving your equipment. no exceptions. Please contact our customer service team at service@aemdra.com.au if you need further clarification
  • Restocking Fees: Some returns may be subject to a restocking fee. 

  • Third party Fees: In case of change of mind or declining alternative options given by our customer service team - we reserve the right to not refund fees from third party companies such as Afterpay or Express shipping couriers. 
  • Special Orders:
    Certain items like wired EMDR equipment, refurbished, and discontinued items have specific return policies or exclusions. Please contact our customer service team service@aemdra.com.au if you need clarification. 

If you changed your mind or ordered the wrong item:

  • 12% restocking fee if you change your mind within the 30-day period you are always welcome to enquire with our customer service team and we will endeavour to accomodate within reason.