Refund policy

Returns & Refund Policy

Effective Date: November 2023

Change of Mind Returns

We do not accept change of mind returns or refunds.

Once your order is dispatched, we cannot accept returns because:

  • Testing kits are part of a medical service that commences upon dispatch
  • Supplements and probiotics are therapeutic goods with strict hygiene requirements
  • Many products contain live cultures requiring specific storage conditions
  • We cannot verify storage conditions or product integrity once items leave our facility

This policy is permitted under Australian Consumer Law.

Your Consumer Law Rights

You are always entitled to a refund, replacement, or repair when products or services:

  • Are faulty, damaged, or defective
  • Don't match our description
  • Aren't fit for their intended purpose
  • Arrive significantly different from what you ordered

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

Product-Specific Conditions

Testing Kits

Before dispatch: Full refund if you cancel before we ship your kit

After dispatch: $50 refund available once shipped - the medical service has commenced

After sample submission: No refund - laboratory processing has begun and results will be delivered

Exception: If your kit arrives damaged, incomplete, or defective, we'll replace it free of charge

Supplements & Probiotics

Before dispatch: Full refund if you cancel before we ship your order

After dispatch: No change of mind refunds once shipped

Exception: Faulty, damaged, or incorrect products will be replaced or fully refunded

Consultations

48+ hours before appointment: $100 cancellation fee
Less than 48 hours: No refund
After completion: No refund available

Faulty or Damaged Items

If you receive faulty, damaged, or incorrect items:

  1. Contact us within 48 hours of delivery
  2. Email admin@themicrobiomeclinic.com.au or call 03 5157 4557 with:
    • Your order number
    • Photos of the damage/defect
    • Description of the issue
  3. Keep all products and packaging until we assess your claim

We'll respond within 2 business days with a replacement or full refund. We'll cover return shipping costs where applicable.

Medical Exemptions

If your doctor advises you cannot use ordered products due to new medical conditions, contraindications, or allergies, we may consider a refund if:

  • Products are unopened and in resaleable condition
  • You provide written documentation from your healthcare provider
  • You contact us within 14 days of delivery

Each case is assessed individually by our Clinical Team.

Refund Timeframes

Approved refunds are processed within 5-7 business days to your original payment method. Bank processing may take an additional 5-10 business days.

Contact Us

Email: admin@themicrobiomeclinic.com.au
Phone: 03 6156 4557

For any questions about returns, refunds, or product issues, please contact us with your order number and details of the issue.

Consumer Protection

If you're not satisfied with our response, you can contact:

  • Consumer Affairs Victoria: 1300 558 181
  • ACCC: 1300 302 502 or www.accc.gov.au

This policy complies with the Competition and Consumer Act 2010 (Cth) and Australian Consumer Law