Collection, Shipping & Handling, Returns & Refunds Policy
You can choose to pick up your order from our practice at Kellyville Village, Shop 8, 90 Wrights Road, Kellyville NSW 2155. Select “Pick up in store” at checkout and we’ll let you know when it’s ready to collect.
Have your order confirmation email or collection SMS ready when you come in to pick up your order.
We ship Australia-wide for a flat rate of $15 AUD. Orders are dispatched within 1–2 business days for products that are in stock, and 4-7 business days for products that are on backorder. Delivery usually takes 3–7 business days for standard shipping.
We’re not responsible for courier delays, but we’ll do our best to help if something goes wrong. All items are packed with care but if your order arrives damaged, contact us within 7 days with a photo and we’ll make it right.
We provide complimentary tracking. You’ll receive an email with your tracking number and can track your orders with Auspost 🔗.
If your item is faulty, we can assist to sort it out if you contact us within 14 days of receiving your order. Under Australian Consumer Law, you’re entitled to a replacement, repair, or refund — depending on the issue.
We don’t do refunds if you’ve just changed your mind, so please choose carefully. That includes deciding later that you bought the wrong product — unless it’s an honest mistake, in which case see ‘Mistaken orders’.
Accidentally ordered the wrong thing (e.g. bought supplements for eye floaters but meant to get dry eye supplements)? If the item is unopened, sealed, and in resellable condition in original packaging, we’re happy to exchange it in-store only.
For health and safety reasons, we can’t accept returns of opened products. These are health products, so it’s non-negotiable.
We need some kind of proof you bought it from us — a receipt, invoice, or order number. No proof, no return.
You’re responsible for getting the item back to us safely and covering postage. We recommend using a tracked shipping service — if it goes missing in the post, that’s on the courier, not us.
Unless otherwise stated, we cannot accept returns on products purchased during sales or promotions.
How to request a Return
If you need to return something:
Email us with your order number and a quick explanation.
We’ll let you know if your return qualifies and what to do next.
If approved, ship the item back (you cover the return postage) or return it in-store. We are not responsible for the loss of items during transit.
Once we receive, inspect it and are satisfied that it is in a resellable condition, we’ll issue your refund.