Pepti Clinic Refund & Returns Policy
Table of Contents
1. Australian Consumer Law Guarantees
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
2. Change of Mind Returns
Due to the nature of health, wellness, and pharmaceutical products, we cannot accept returns for change of mind.
This includes situations where you:
- No longer want or need the product
- Found the product cheaper elsewhere
- Ordered the wrong product by mistake
- Changed your mind about treatment
This policy exists because we cannot resell health products once they have left our premises, as we cannot guarantee they have been stored correctly or remain uncontaminated.
3. Eligible Returns
We will accept returns and provide a refund, replacement, or repair in the following circumstances:
3.1 Faulty or Defective Products
If a product is faulty, defective, or does not meet acceptable quality standards, you are entitled to a remedy under Australian Consumer Law.
3.2 Incorrect Products
If you receive a product that is different from what you ordered, we will arrange for the correct product to be sent and for the incorrect product to be returned at our expense.
3.3 Damaged in Transit
If your product arrives damaged due to shipping, please follow the process outlined in Section 5 below.
3.4 Expired Products
If a product arrives expired or with insufficient shelf life (less than 3 months until expiry), please contact us for a replacement.
4. Non-Returnable Items
The following items cannot be returned under any circumstances (except where required by law):
- Prescription medications – Once dispensed, prescription medications cannot be returned, resold, or reused due to safety regulations
- Opened or used products – Products that have been opened, used, or have broken seals
- Temperature-sensitive products – Products requiring refrigeration that have been delivered and left your control
- Products not in original packaging – Items without original packaging, labels, or accessories
5. How to Request a Return or Refund
Step 1: Contact us within 3 days of delivery by emailing [email protected] with:
- Your order number
- The product(s) you wish to return
- The reason for return
- Photos of the product and packaging (for damaged/faulty items)
Step 2: Our team will review your request and respond within 2 business days with instructions.
Step 3: If approved, we will provide a return authorisation number and shipping instructions.
Step 4: Once we receive and inspect the returned item, we will process your refund or replacement within 5-7 business days.
Important: Do not return any products without first obtaining a return authorisation. Unauthorised returns may not be processed.
6. Damaged in Transit Claims
If your package arrives damaged:
- Take photos of the external packaging and damaged contents before discarding anything
- Report the damage to the courier within 48 hours of delivery
- Contact us with the photos and courier claim reference so we can assist
As risk passes to you upon dispatch, damage claims are processed through the courier. We will provide all necessary documentation to support your claim and may be able to arrange a replacement in parallel.
7. Refund Methods
Approved refunds will be processed using the original payment method:
- Credit/Debit Card: Refund processed within 5-7 business days (may take additional time to appear on your statement depending on your bank)
- Store Credit: May be offered as an alternative at your discretion
8. Return Shipping Costs
- Our error (wrong/faulty product): We will cover return shipping costs
- Damaged in transit: Claim to be processed through courier; we will assist with documentation
- All other eligible returns: Return shipping is the customer's responsibility unless otherwise advised
9. Consultation Fees
Consultation fees are non-refundable once a consultation has been completed with a medical practitioner.
If you have paid for a consultation that has not yet taken place, you may request a refund or reschedule by contacting us at least 24 hours before your scheduled appointment.
10. Order Cancellations
10.1 Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us immediately at [email protected]. We will make reasonable efforts to cancel the order and process a full refund.
10.2 After Dispatch
Once an order has been dispatched, it cannot be cancelled. You will need to wait for delivery and then follow the returns process if eligible.
10.3 Prescription Items
Orders containing prescription items that have been approved by a practitioner and sent to the pharmacy for dispensing may incur cancellation fees to cover compounding costs already incurred.
11. Major vs Minor Failures
Under Australian Consumer Law:
Major Failure: You can choose a refund or replacement if the product:
- Would not have been purchased had the fault been known
- Is significantly different from description or sample
- Is substantially unfit for its normal purpose and cannot easily be made fit
- Is unsafe
Minor Failure: We can choose to provide a repair, replacement, or refund.
12. Contact Us
For all refund and returns enquiries:
Pepti Clinic
Email: [email protected]
Subject Line: Return Request - [Your Order Number]
Website: www.pepticlinic.com.au
