Returned Goods Policy

All returns must be authorised by ZiP Diagnostics. Any item returned to ZiP without authorisation will be sent back to the customer at their own cost, or be disposed and refund will not be issued.

Change of Mind Return
If a change of mind, the customer may request a return, no more than 30 days after receipt of the shipment. Refunds will be issued once ZiP has received and inspected the returned items. This may take up to 30 days upon receipt of the return by ZiP. Shipping charges on the original order are not refunded. ZiP will apply a 15% restocking fee on change of mind returned goods.

Damaged or Incorrect Goods Return

If the shipment has arrived damaged or incorrect items have been received, the customer may request for a return, no more than 14 days after receipt of the shipment.

If the shipment has arrived damaged, the customer should note the damage when signing for the shipment and take a photo if possible.

Return for Repair

ZiP instruments do not require periodic maintenance or servicing for their lifetime. If there is an issue with the instrument, ZiP recommends the customer to review the user manual for information on device operation, troubleshooting, error codes and self-test as an initial step in resolving the issue.

If the problem cannot be resolved, please contact ZiP Technical Support via email (support@zipdiag.com) or phone (+61 (03) 8414 5772) for further guidance. ZiP may recommend the customer to return the instrument for investigation and/or repair. Alternatively, the instrument may be damaged, and the customer would like to request a return for repair.

ZiP authorises returns for repair. However, please note that ZiP warrantees the instrument against defects in materials and workmanship for a period of one (1) year and only under conditions listed in the instrument user manual. After the warranty people and/or if the warranty is voided during the warranty period, repair costs are the responsibility of the customer.

Non-Returnable

The following goods cannot be returned:

• *Opened products

• Expired products

• *Products damaged after delivery by ZiP and receipt at the customer site. This includes damage inflicted while opening shipping pallets, shippers, or packages.

• Products not purchased directly from ZiP Diagnostics or an authorised distributed

*NOTE: Excludes instruments. These may be returned for repair.

If there is an issue with a non-returnable product, ZiP may recommend the customer to dispose of the product according to the product's instructions for use/user manual and local environmental waste procedures.

Return Process

Please ensure the items are eligible for return under ZiP's Returned Goods Policy before requesting a return.

To request a return, please contact ZiP Customer Support via email (support@zipdiag.com) or phone (+61 (03) 8414 5772) with the following information:

• Company

• Order number

• Items for return (part number and lot/serial number; quantity)

• Reason for return

ZiP will authorise returns over email communication to the customer. If authorisation is granted, ZiP will provide the customer with a return reference ID (in the format STXXXXXX where XXXXXX are any 6 digits), return form(s) to complete, and a procedure to decontaminate, package, and transport the goods to ZiP. Upon receipt of the email, the customer must supply ZiP with the shipment tracking number within 30 days.

As default, all shipping and handling charges associated with the return are the responsibility of the customer.

Returned items should be addressed to:

Attn: Returned Goods
ZiP Diagnostics
24 Cromwell Street
Collingwood, VIC, 3066
Australia

For any questions, please contact ZiP Customer Support.

D009880 v1; last updated in August, 2025