When we issue refunds
- Your order cannot be fulfilled (e.g. unexpected stock-out, regulatory issue).
- We shipped you the wrong item and you have returned it (unopened).
- Your order was lost in transit and the courier has formally confirmed the loss.
When we do NOT issue refunds
- Change of mind once your order has been shipped.
- Buyer's remorse on opened or partially-used products.
- Failure to follow the dosing & storage guidance in our Dosing & Safety Guide.
- Delays caused by the courier that fall within their published delivery windows.
How refunds are processed
- Because all payments are made by PayID directly from your bank account, refunds are issued by manual PayID transfer back to the same account or PayID you paid from. We will email you to confirm the destination account before issuing the refund.
- No card processing means there is nothing to "chargeback"; all refunds are bank-to-bank.
- Refunds are typically processed within 3 business days of approval.
Disputes
- If you believe a refund decision was unfair, contact us in writing via the Contact Us form. We will respond within 30 days as required by the Australian Consumer Law.
- Nothing in this policy limits your statutory rights under the Australian Consumer Law.