Refund Policy
HealthMasters is dedicated to making your shopping experience as convenient as possible. Please read the following information carefully to ensure you are fully aware of our returns policies as outlined below.
1. Australian Consumer Law
Our returns policy is in accordance with Australian Consumer Law. All returns must be returned within 7 days of parcel receipt.
Please note that, in line with Australian law and store_connect_00d5g000004x7zeeay health and safety regulations, we are unable to provide a return and refund on medications, prescription items, vitamins, supplements, baby formula, and therapeutic products.
2. Proof of Purchase
Please keep your receipt or order number handy while contacting us as it will help us locate your purchase.
3. Change of Mind
HealthMasters is happy to offer a return if you change your mind, but also reserves the right to decline a return if the requirements are not satisfied within our policies.
• Must be returned within 7 days of parcel receipt
• Must be in its saleable condition (i.e. product in its original packaging, unopened, unused)
• We are unable to offer a return on medications, prescription items, vitamin supplements, baby formula and therapeutic products.
• The product to be returned must be packed securely and must be sent via registered post in order for you to be able to track the parcel. Please note that the customer will be responsible for the product until it is received by us. Products that have been tampered with cannot be refunded. Postage costs will not be refunded.
4. Cancellations
Orders cancelled prior to shipping at the request of the customer may incur a fee of $10 or 10% of the order value (whichever is greater). This is chargeable at the discretion of management.
Once an order has been shipped it cannot be cancelled.
5. Incorrect product delivered
If the product you received is not what you placed an order for then please get in touch with our customer service team within 7 days of parcel receipt. Upon looking into the issue, we will help you with a pre-paid shipping label to return the product. You can then choose to either have the correct product re-delivered at our cost or receive a full refund.
6. Damaged/Defective product delivered
Where the product you received is damaged or defective please contact our Customer service within 7 days of delivery with your order number and a description of the condition of the damaged or defective item. You may be requested to provide a photograph of your damaged items and/ or delivery package. Our customer support, upon careful consideration and depending on the Manufacturer’s Policy for the product in question might offer to provide one of the below resolutions:
a. Place you in contact with the manufacturer (warranty support)
b. Send you a replacement
c. Refund you for the product
7. Refund
If you used your credit card or PayPal to purchase online, your approved refunds must be processed on the same credit card or account.
NOTE: All returns will need to be confirmed with us first before returning the products. Unauthorised returns may be refused. No item will be refunded until received by us.
HealthMasters reserves the right to:
Assess the condition and age of returned goods prior to providing an exchange or refund. This may result in an exchange or refund being refused.
8. Contact details
Our customer service can be reached via email or phone (Monday to Friday between 9am to 5pm AEST):
Phone: 02 4369 7770
9. Posting Your Returns:
HealthMasters
43 Davies St
Kincumber NSW 2251
Returned products will be checked. The products are your responsibility until they reach us. Please ensure you have included a copy of your order paper work and the product is packed in a sturdy and secure manner so as to avoid any damage in transit.
Effective January 2019