Shipping & Returns

This Shipping and Returns policy applies to purchases made through TraumaSim Pty Ltd (ACN 134 151 465) and forms part of our Website Terms & Conditions. By placing an order with us, you acknowledge and agree to this policy.

TraumaSim aims to make the ordering, shipping and returns process as clear and straightforward as possible. Many of our products are handmade, hand-painted or made to order, so shipping timeframes and return options may vary depending on the product, quantity and destination.

Shipping Destinations

TraumaSim ships to customers in Australia and selected international destinations.

We may be unable to ship certain products to particular countries, regions or jurisdictions due to freight limitations, import restrictions or regulatory requirements. If we are unable to fulfil an order to your nominated location, we will notify you as soon as reasonably practicable and refund any amount paid for the affected products.

Orders

Once payment has been received and an order confirmation email has been issued, your order will be reviewed and processed by our team. We may contact you regarding product availability, freight requirements, production lead times, delivery arrangements or any issues relevant to the order.

In-stock items are generally processed within 2–3 business days following receipt of payment.

Made-to-order, custom-made or hand-painted products may require additional production time before dispatch. Estimated lead times may be shown on the relevant product pages where possible or confirmed by the TraumaSim team after enquiry or order review.

Processing times may increase during peak trading periods, public holidays, promotional events, or due to unforeseen circumstances.

Orders are not typically processed or dispatched on weekends or public holidays.

Shipping and delivery

Shipping options, costs and estimated delivery timeframes may be provided as guidance at checkout where available or confirmed separately by TraumaSim.

Some products may be too large, heavy, fragile, customised or specialised for standard courier or postal services. In these cases, TraumaSim may need to provide a manual freight quote before the order can be confirmed or dispatched.

TraumaSim may use postal, courier or third-party freight providers depending on the product, destination and service availability.
Once your order has been dispatched, you will be notified by email where tracking or dispatch details are available. Tracking availability may vary depending on the destination country and shipping service selected.

Shipping costs

Shipping costs are calculated based on factors such as product size, weight, destination, packaging requirements and freight provider availability.

Where the website cannot calculate shipping automatically, TraumaSim will contact you to confirm a freight quote before finalising the order.

Customers may also request to arrange their own freight collection where suitable and approved by TraumaSim.

Delivery timeframes

Delivery timeframes vary depending on product availability, manufacturing requirements, order size, destination and freight provider.

Any delivery dates or estimated timeframes provided by TraumaSim are indicative only and do not include manufacturing or order processing times .

While we will take reasonable steps to assist customers, to the maximum permitted by law, TraumaSim is not responsible for failure or delay in performing obligations where such delays are caused by freight providers, customs, incorrect delivery details, delivery access issues or events outside our reasonable control.

Delivery access and responsibility

You must ensure that the delivery address provided is accurate and that there is safe and reasonable access for delivery.

If a freight provider is unable to complete delivery due to access restrictions, absence of an authorised receiver, incorrect details or safety concerns, re-delivery fees or additional freight charges may apply.

For large, bulky or specialised items, additional delivery requirements may apply. TraumaSim will advise you where this is relevant before dispatch or as part of the freight quote process.

International orders

International orders may be subject to customs duties, import taxes, VAT, GST or equivalent taxes, brokerage fees, local charges, clearance delays or other government-imposed fees. These costs and requirements are the responsibility of the customer unless otherwise agreed in writing.

TraumaSim is not responsible for delays caused by customs, border agencies, import restrictions or local delivery providers.

Order cancellation

TraumaSim may cancel an order, in full or in part, where:

• payment has not been received in full;
• the product is unavailable or out of stock;
• there has been a genuine pricing, freight or product description error;
• the order appears to be fraudulent or unauthorised;
• the product cannot reasonably be shipped to the nominated destination;
• the order is for resale or distribution without prior approval; or
• TraumaSim is otherwise unable to fulfil the order.

If TraumaSim cancels an order after payment has been received, a refund will be provided for the cancelled portion of the order.

Returns and exchanges

Please inspect your order as soon as it arrives and contact TraumaSim promptly if there is a shortage, discrepancy, damage, defect, incorrect item or other issue.

Where available, you may request for an exchange for a replacement product. Product availability cannot be guaranteed and exchanges remain subject to stock levels at the time the request is processed.

Change of mind returns

Due to the specialised and customised nature of many TraumaSim products, we do not generally offer change of mind returns or exchanges for:

• custom-made products;
• made-to-order products;
• hand-painted products;
• products produced to a customer’s specification;
• products cut, altered or modified at the customer’s request;
• opened moulage consumables, liquids, gels, adhesives, blood products, make-up or similar consumables;
• special-order or imported items;
• commercial quantities or bulk orders; or
• products that have been used, damaged, altered or are no longer in saleable condition.

Where a change of mind return is approved by TraumaSim, the product must be unused, in its original packaging and in saleable condition. The customer is responsible for return freight unless otherwise agreed in writing.

You remain responsible for returned products until they have been received by TraumaSim. We recommend using a tracked shipping service.

All returned products are subject to inspection upon receipt. Where a return does not satisfy the requirements of this section, TraumaSim may decline the change of mind return request. This section applies only to change of mind returns and does not affect any rights you may have under the Consumer Rights section of this policy.

Faulty, damaged or incorrect products

If a product is faulty, damaged in transit, not of acceptable quality, not fit for its intended purpose, or does not match the product description, please contact TraumaSim as soon as possible and, where possible, within 7 days of delivery.

To help us in resolving the matter efficiently, we ask customers to contact us before returning products. Failure to do so may delay processing of the return.

Proof of purchase

A valid receipt, tax invoice, order confirmation or approved account record may be required to process a return, exchange, repair, replacement or refund.

Where proof of purchase is not available, TraumaSim may not be able to process the return unless the purchase can be verified.

Refunds

Once a returned product is received and inspected, we will notify you of the outcome of your return request.

If a refund is approved, it will be processed to the original method of payment within a reasonable time.

If a refund is declined, we will provide reasons for the decision.

Shipping charges will not be refunded for change of mind returns. Refunds relating to a product that is faulty, damaged, incorrectly supplied or otherwise subject to a consumer guarantee will be provided in accordance with the Consumer Rights section of this policy.

Consumer Rights

Nothing in this policy excludes, restricts or modifies any rights, guarantees, warranties or remedies that cannot be excluded, restricted or modified under applicable consumer protection laws, including the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy where a product:

• has a major failure;
• is not of acceptable quality;
• is not fit for its intended purpose;
• does not match its description or sample; or
• otherwise fails to comply with applicable consumer guarantees.

Where you believe a product is faulty, damaged, defective, incorrectly supplied or does not comply with applicable consumer guarantees, please contact TraumaSim as soon as practicable so that we can assess the issue and determine an appropriate remedy.

To assist with assessment, TraumaSim may request reasonable information, including photographs, proof of purchase, product details, batch information or details of the issue.

Any repair, replacement, refund or other remedy will be provided in accordance with applicable consumer protection laws.

Privacy

TraumaSim collects and uses customer information to process orders, arrange payment, organise shipping, provide customer support and manage returns.

Customer information may be shared with payment providers, freight providers or other service providers where necessary to fulfil an order.

Please refer to our Privacy Policy for more information.

Contact TraumaSim

For questions about shipping, delivery, returns or exchanges, please contact:

TraumaSim
Unit 7, 21 McDonald Crescent
Bassendean WA 6054
Australia
Email: [email protected]

Changes to this policy

TraumaSim may update this Shipping & Returns policy from time to time. The current version will be available on our website. Please check this policy to ensure you understand the terms that are applicable at that time.

Last updated: August, 2026