Legal
Refund policy
Draft — to be confirmed by the client’s legal adviser before public launch
This page is a working draft written from the agreed business rules. It has not been reviewed by a lawyer, and it must be before the store goes live. Selling this category of product into Australia carries obligations under the Therapeutic Goods Act that a template cannot cover.
The clauses marked below need the client’s own decision or their lawyer’s wording.
What happens if something is wrong with your order, if you need to cancel one, or if you want to return something. Nothing here limits your rights under the Australian Consumer Law.
Trading entity: trading name and ABN to be supplied
Before you send anything back
Contact us first, quoting your order number and saying what the problem is. Do not post anything back to us until we have agreed the return and told you how to send it. Anything returned without agreement may not be able to be identified or accepted.
Orders not yet dispatched
If your order has not yet been sent, get in touch and it can be cancelled. Where payment has already cleared, it is returned in full to the account it came from. Once a parcel has been handed to the carrier it cannot be recalled, and the rest of this policy applies.
What can be returned
A product can be considered for return only if it is unused, unopened, unmixed and in its original, undamaged packaging with all seals intact. Products that meet that description may be accepted for return where we have agreed to it in advance.
We are not required to accept a return or give a refund because you have changed your mind, ordered the wrong item, or no longer need it. Where we do agree to a change-of-mind return, the cost of sending it back is yours, and the original shipping charge is not refunded unless the law requires it.
To be settled — whether unopened items can be returned on change of mind at all, and within how many days. The design promised 14 days; that was not the client’s decision. The Australian Consumer Law sets a floor for faulty goods regardless of what is offered here for change of mind.
Reconstituted, mixed or opened vials
A vial that has been opened, mixed, reconstituted or otherwise altered cannot be returned or refunded for change of mind. Once a seal is broken the condition of the contents can no longer be verified, and the product cannot be resold.
We are not responsible for a product that is damaged, degraded or lost as a result of how it was stored, handled, opened, mixed or reconstituted after delivery. This does not limit your rights where a product was faulty when it was delivered.
Temperature-controlled items
Some products are supplied to be kept refrigerated. Once they have been delivered we cannot verify how they have been stored, which is why the rules above on unopened and reconstituted items apply to them with particular force.
To be settled — whether refrigerated materials can be returned at all once they have left the client’s hands, even unopened. Most suppliers say no, because integrity cannot be verified afterwards, but this is the client’s call and depends on how the products are actually shipped.
Damaged or incorrect orders
If an order arrives damaged, or is not what you ordered, get in touch promptly with your order number and photographs of the item, its label and its packaging. Keep everything, including the outer parcel, until the matter is resolved, and do not open a damaged or incorrect item while it is being reviewed.
Where a product is faulty, damaged in transit or not what you ordered, we will replace it or refund it, including the shipping you paid, as the Australian Consumer Law requires. If we ask for the item back, we will cover the cost of returning it.
To be settled — how many days a customer has to report damage or a wrong item. The design said 48 hours, but that figure was invented for the design and was never the client’s.
Wrong or incomplete addresses
You are responsible for the delivery address you give at checkout. If a parcel is returned to us because the address was wrong or incomplete, we will contact you; sending it again may be charged at the flat shipping rate. If a parcel is delivered to an incorrect address you supplied and cannot be recovered, we are not able to replace or refund it.
Carrier delays
Orders are dispatched within 24 hours of payment clearing and sent express with Australia Post, with a tracking number emailed to you. Delivery times after that are the carrier’s and are outside our control. A delay in transit is not by itself grounds for a refund, but if a parcel appears to be lost, contact us and we will raise it with the carrier and put it right.
How refunds are paid
Refunds are returned by bank transfer to the account the payment came from. There is no card or cryptocurrency payment on this store, so there is no other route a refund could take. We may ask you to confirm the account details before a refund is sent, and we will confirm by email once it has been.
How long a refund takes
To be settled — the client’s own turnaround for processing a refund once it is agreed. Bank transfers between Australian accounts usually arrive within a business day of being sent, but the time to approve and send one is the client’s to set.
Your rights under Australian law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Questions about any of this? Get in touch.