Dispatch & Order Processing

Once you place an order, you will receive an automated order confirmation email. This confirmation does not constitute acceptance or guarantee of immediate dispatch.

All orders are subject to product availability. If an item is unavailable or delayed, we will notify you as soon as practicable.

Before dispatch, all orders are manually checked and verified by our team to ensure accuracy. If you believe an item is missing or incorrect upon delivery, you must contact us promptly so we can investigate.

Delivery Timeframes

We offer the following delivery options for in-stock items:

  • Standard Shipping: Estimated 3–9 business days

  • Express Shipping: Estimated 1–3 business days

Delivery estimates:

  • are calculated in business days only

  • exclude the order date, processing time, weekends, and public holidays

  • are estimates only and not guaranteed

For regional, remote, or rural areas (including NT, WA, and outback regions), delivery may take up to three (3) weeks.

We currently deliver within Australia only. Please contact us before purchasing if you require delivery outside Australia.

Shipping, Risk & Insurance

Orders are dispatched via our nominated postal or courier service.

Risk in goods passes to you upon delivery to the nominated address.

Shipments are not insured by default. If you wish to arrange insurance, please contact us prior to dispatch. Additional costs will apply.

To the extent permitted by law:

  • We are not liable for loss or damage occurring after delivery

  • Our liability for goods lost or damaged in transit is limited to any compensation recoverable from the carrier

Nothing in this policy limits your rights under Australian Consumer Law.

Returns & Change-of-Mind

We accept change-of-mind returns within 28 days of purchase, subject to the conditions below.

Change-of-Mind Conditions

  • No cash refunds are provided for change of mind

  • Approved returns will be issued as store credit only

  • Items must be:

    • unopened

    • unused

    • in original, sealed packaging

    • free from tampering or damage

Return shipping costs are the responsibility of the customer.

Store credit:

  • is valid for 12 months

  • is non-transferable

  • cannot be redeemed for cash

Faulty, Damaged or Incorrect Goods (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, damaged, or not as described:

  • Please contact us within a reasonable time after the issue becomes apparent

  • We will assess the issue and provide a remedy in accordance with ACL, which may include repair, replacement, or refund

ACL remedies apply regardless of any change-of-mind policy or time limits.

Returning Items by Mail

Returned items must be sent:

  • prepaid

  • via insured and trackable Australia Post or equivalent service

We are not responsible for items lost or damaged during return transit.

Refunds or store credits are processed only after returned items are received and inspected. Original shipping and handling fees are non-refundable.

In-Person Returns

In-person returns or exchanges are available by appointment only.

Please call 02 9635 7159 to arrange a date and time before attending the clinic.