We want you to be satisfied with your purchase from The Health Dispensary Au. This Refund policy explains when an order may be cancelled, returned, exchanged or refunded, including the conditions that apply to retail, custom-compounded preparations, BornFree Protocol products, and international orders. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation. 

Change of mind: We are not required to provide a refund, replacement or exchange simply because you change your mind, order the incorrect product or quantity, decide you no longer require the product, do not like its taste, scent or texture, or other personal characteristics, or find another product elsewhere. However, for eligible retail products, The Health Dispensary Au offers a limited voluntary change-of-mind policy, subject to the conditions below. 

Cancelling an order before Dispatch: If you place an order online and later wish to cancel it or change the quantity ordered, please contact us as soon as possible. For standard retail products, we will endeavour to cancel an order if it has not already been processed or dispatched. For custom-compounded preparations, including BornFree Protocol preparations, cancellation is only available before the preparation has entered the compounding or production process. Once the preparation or compounding has commenced, the order has been considered to have been made specifically for you and cannot ordinarily be cancelled or refunded for change of mind. Submitting a cancellation request does not itself guarantee that an order can be cancelled. Orders may enter processing, compounding, fulfilment or dispatch before tracking information is issued to the customer.

Payment Processing Fees on Voluntary Cancellations: Payments made through our website may incur third-party transaction costs charged by payment processors, payment gateways, international checkout providers, banks and card networks, including Stripe and Zonos. Depending on the payment method, currency, country and payment provider involved, some transaction, currency conversion, cross-border, platform or refund processing charges may not be returned to The Health Dispensary when a transaction is refunded. Where a customer requests a voluntary cancellation, or change of mind refund and The Health Dispensary Au has incurred a genuine non-recoverable third-party processing cost associated with that transaction, we may deduct that actual non-recoverable cost from the amount refunded, to the extent permitted by law. We do not apply this provision in a way that limits any refund or other remedy that a customer is entitled to receive under the Australian Consumer Law or other applicable legislation.

Retail Product Returns: Eligible retail products may be returned for change of mind if you contact us within 5 days of receiving your order. To qualify for a change-of-mind return, the product must be unopened, unused, undamaged, unexpired and in its original saleable packaging. Please contact us at orders@healthdispensary.au before returning any product so that we can provide return instructions. We reserve the right to decline a voluntary change-of-mind return where these conditions have not been met. Unless required otherwise by law, the customer is responsible for the cost and risk of returning a product to us. Original shipping, delivery, tariff, duty, tax, or other third-party charges are not ordinarily refundable for a voluntary change-of-mind return where those amounts have already been incurred and are not recoverable by us.

Custom-Compounded Preparations: Custom-compounded preparations, including BornFree compounding preparations, are individually prepared  specifically for the customer and cannot ordinarily be resold. Once compounding or preparation has been commenced, these orders are final. Custom-compounded preparations are not eligible for cancellation, return, refund, exchange, credit or complimentary replacement or compensation because of change of mind, personal preference, taste, scent, texture, inability or unwillingness to use the preparation, discontinuation of use, failure to follow or continue a protocol, or any other reason unrelated to a fault or error in the product supplied. Customers who are uncertain about their ability to use or tolerate a particular compounded preparation are encouraged to order the smallest appropriate quantity available before ordering a larger supply. 

BornFree Protocol Preparations: BornFree Protocol Preparations supplied by The Health Dispensary Au are custom-compounded preparations made specifically for the customer in accordance with the preparation specifications applicable to the order. Because these preparations are individually compounded and cannot ordinarily be resold, we do not provide refunds, returns or exchanges, complimentary replacements or compensation merely because a customer changes their mind or subsequently finds that they do not like, tolerate or wish to continue using the flavour, scent, taste, texture, or other personal characteristic of the preparation. Where relevant, this includes the characteristic scent or flavour specified for a BornFree formulation. Customers who are uncertain about their ability or willingness to continue using the preparation are encouraged to purchase approximately one month's supply initially, where that option is available, before purchasing a larger quantity. 

Opened Products: We do not ordinarily accept opened or used products for change-of-mind returns. This does not prevent a customer from contacting us about an opened product where there is a genuine concern that it is damaged, defective, expired, incorrectly supplied, or otherwise does not comply with applicable consumer guarantees. 

Personalised or customised products: Products that have been personalised, customised or prepared specifically for an individual cannot ordinarily be returned, exchanged or refunded for change of mind. This does not limit rights that cannot lawfully be excluded. 

Refunds: Where a voluntary refund has been approved, we will inspect the returned product before processing the refund. If the product satisfies the applicable return conditions, the approved refund will ordinarily be made to the original payment method. For voluntary change-of-mind refunds, original shipping charges and genuine non-recoverable third-party transaction costs may be excluded from the refund where permitted by law. 

Exchanges: Eligible unopened retail products may be considered for exchange if you contact us within 5 days of receiving the product. Products submitted for a voluntary exchange must be unopened, unused, unexpired, undamaged, and in their original saleable packaging. Where the replacement product, shipping charge, tariff, duty, tax, or associated processing cost is greater than the value applying to the original order, the customer may be required to pay the difference before the replacement order is dispatched. Custom-compounded and personalised preparations are not eligible for exchange merely because of change of mind. 

Damaged, Defective, Incorrect or Expired Products: If you believe that a product has arrived damaged, is defective, has expired, has been supplied incorrectly or otherwise has a genuine problem, please contact us as soon as reasonably possible at orders@healthdispensary.au . Please include your order details including order number, description of the problem, and contact details. We may reasonably request photographs, packaging information, order number and product information, return of the affected product or other evidence that assists us in investigating the matter. In circumstances where additional verification is reasonably necessary , we may request further supporting information, or a verified statutory declaration. Any request for supporting information will be applied reasonably and will not be used to remove or improperly restrict rights available under applicable consumer law. Where Australian Consumer Law entitles you to a remedy, the remedy available will depend on the circumstances and nature of the problem.

International Orders: Customers placing an international order are responsible for ensuring that the products ordered may lawfully be imported, possessed and used in the destination country. International Shipments may be subject to customs clearance, duties, tariffs, taxes, import charges, carrier charges, inspections, regulatory requirements and delays outside the control of The Health Dispensary Au. Where tariffs, taxes, duties and other charges are collected through our checkout or international shipping provider, including Zonos, those charges may be governed by the terms and requirements of the relevant provider, customs authority or destination country. Where an international shipment is delayed because of customs processing, border controls, carrier delays, technical interruptions affecting third-party systems or other circumstances outside of our control, this does not by itself constitute grounds for change-of-mind refund. Customers are responsible for providing a complete and accurate delivery address and any information reasonably required for international customs clearance. Nothing in this section excludes any rights or remedies that cannot lawfully be excluded.

International shipping of Compounded Liquid Preparations: International shipping of custom-compounded liquid preparations may involve additional risks arising from extended transit times, temperature variation, pressure changes, handling, customs delays and conditions within international freight networks. For these reasons, The Health Dispensary Au does not recommend international shipment of compounded liquid preparations where the nature of the preparation makes it unsuitable for extended international transport. Where a customer nevertheless elects to have an eligible compounded liquid preparation shipped internationally after being advised of these considerations, the customer accepts the ordinary transit risks associated with international transportation that are outside the reasonable control of The Health Dispensary Au.

International Customers: The Health Dispensary Au is an Australian business. Where mandatory protection laws in a consumer's jurisdiction apply and cannot lawfully be excluded, those rights will be respected. Nothing in this policy created additional voluntary right of cancellation, refund, exchange, or replacement beyond the rights expressly stated in this policy or required by applicable law,

Incorrect Delivery Information, Customs Refusal, and Unclaimed Parcels: Customers are responsible for checking their shipping information carefully before submitting an order and for ensuring that the product ordered may lawfully be imported into the destination country. Additional shipping, re-direction, return-to-sender, customs duty, storage, or re-dispatch costs caused by an incorrect, incomplete, changed or modified address, failure to collect a parcel, failure to provide information required by customs, refusal by the customer to pay applicable import charges, or refusal of entry by the destination country's authorities are the responsibility of the customer, to the extent permitted by law.

The Health Dispensary Au is not responsible for customs, border or regulatory decisions made by a destination country, or for loss, delay, seizure, destruction, refusal of entry, or non-delivery arising solely from import restrictions, regulatory requirements or decisions of those authorities that are outside our reasonable control.  If an international shipment is refused entry, seized, returned, destroyed or otherwise prevented from delivery by customs, border authorities or another regulatory authority because of the destination country's import requirements or restrictions, this does not by itself entitle the customer to a refund, replacement, credit or compensation. Customers are responsible for checking applicable import requirements before ordering.

Payment Disputes, Chargebacks, and Misuse: Customers are requested to contact The Health Dispensary Au directly if they have a genuine concern regarding an order so that the matter can be investigated and where appropriate, resolved. Where a payment dispute, chargeback, or refund claim is made, The Health Dispensary Au reserves the right to provide the relevant payment provider, bank, card issuer, or dispute resolution service with order records, correspondence, delivery information, tracking information, proof of fulfilment, applicable policies and other information reasonably necessary to respond to or contest the claim.  

Where The Health Dispensary Au reasonably determines that a customer has made a false or misleading, fraudulent or materially inaccurate payment dispute or refund claim, or has otherwise misused the ordering, payment or dispute process, we reserve the right to the extent permitted by law to  decline or cancel all future orders from that customer. We may retain records reasonably necessary for the order administration, fraud prevention, dispute management, accounting, legal, and regulatory purposes, in accordance with applicable privacy laws. Where a customer remains liable for an amount properly owing to The Health Dispensary Au, we reserve the right to recover that amount and any other loss or cost recoverable by law.

The Health Dispensary AU is not responsible for losses arising solely from a customers failure to comply with destination-country import requirements or from restrictions imposed by customs or regulatory authorities that are outside our reasonable control. Customers are responsible for checking applicable import requirements before ordering. 

Contact Us: If you have any questions about a cancellation, return, exchange, refund or product concern, please contact Health Dispensary Au via the Contact Us Page and please include your order number and sufficient details for us to identify and investigate your request.