Service & Repairs


Returns & Refunds Policy

We urge you to choose your items carefully. If you have any queries, please contact us before ordering to discuss this, as we can email or fax instruction sheets to you. We have a lot of experience in the industry and if you are unsure about what items to order, we should be able to help. If, after having receiving your order, it is not satisfactory, we are happy to offer a credit for the goods provided that:

  1. The goods are in resaleable condition
  2. The goods have not been marked, soiled or washed
  3. The goods are returned to Pelican within 30 days of receiving them
  4. The goods are returned at the customer’s cost by courier or registered post (so we can get Proof of Delivery) – we cannot accept responsibility for goods lost in unregistered mail

Unfortunately we are unable to credit freight charges.

Returns Procedure

  1. Contact Pelican and get a Goods Return Number
  2. Send goods back to Pelican (including original packaging if possible) via registered airmail or international courier. When sending, make sure you will be able to get a Proof of Delivery for the parcel
  3. Once received at Pelican, we can either replace the goods or issue a credit.

Goods Damaged in Transit Policy

If you received goods which seem to have been damaged in transit, please contact us. It may be necessary to send the goods back to Pelican, including original packaging, via registered airmail or courier (so we can get Proof of Delivery). Be sure to include your invoice number and delivery details in the parcel. Once we have received them, we will send out new goods to you.

Cancellations Policy

If you would like to cancel an order, please email us. If the order has already left our premises, then we have to follow the Refunds Policy above, and we have to charge the freight costs. If the order has not left our premises then we can simply cancel the order and there is no charge.

Complaints Policy

Pelican takes all complaints seriously, and we use them to look for opportunities of where improvements can be made in our products, services, and systems. Customers can inform us of a complaint informally or formally. We will review, investigate, and respond to all complaints and we will take action where deemed necessary by management. We are happy to provide written evidence showing how any particular complaint is handled to its conclusion and hopefully a satisfactory resolution. We do aim for our customers to have 100% satisfaction in all aspects of their dealings with us. To lodge a complaint please email support@pelicanmanufacturing.com.au

General Public Restraint Authorisation Policy

Because the general public are not trained in the safe and correct use of restraints, we require authorisation from an Occupational Therapist, Physiotherapist, Clinical Nurse Manager, Registered Nurse, Doctor, or other suitably qualified person, to ensure it will be used correctly and safely by the family and/or carers. This letter is not required when we send restraints to aged care facilities or hospitals because their staff are already training in their safe use. Click here to print the letter template, and please return a copy to us when ordering.


Cookie Policy

What Are Cookies

As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or ‘break’ certain elements of the sites functionality.

For more general information on cookies see the Wikipedia article on HTTP Cookies.

How We Use Cookies

We use cookies for a variety of reasons detailed below. Unfortunately in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.

Disabling Cookies

You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of the this site. Therefore it is recommended that you do not disable cookies.

The Cookies We Set

If you create an account with us then we will use cookies for the management of the signup process and general administration. These cookies will usually be deleted when you log out however in some cases they may remain afterwards to remember your site preferences when logged out.

We use cookies when you are logged in so that we can remember this fact. This prevents you from having to log in every single time you visit a new page. These cookies are typically removed or cleared when you log out to ensure that you can only access restricted features and areas when logged in.

This site offers e-commerce or payment facilities and some cookies are essential to ensure that your order is remembered between pages so that we can process it properly.

When you submit data to through a form such as those found on contact pages or comment forms cookies may be set to remember your user details for future correspondence.

Third Party Cookies

In some special cases we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.

This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.

For more information on Google Analytics cookies, see the official Google Analytics page.

As we sell products it’s important for us to understand statistics about how many of the visitors to our site actually make a purchase and as such this is the kind of data that these cookies will track. This is important to you as it means that we can accurately make business predictions that allow us to monitor our advertising and product costs to ensure the best possible price.

More Information

Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site.

However if you are still looking for more information then you can contact us through one of our preferred contact methods. This Cookies Policy was created with the help of the CookiePolicyGenerator.com

Email: support@pelicanmanufacturing.com.au
Phone: 1800 641 577