Refund policy

Returns Policy Overview

At Health Wholesale, we strive to provide our customers with authentic and quality products. Our Returns Policy is designed to assist you with any returns, ensuring that you have a smooth and hassle-free experience. These rights are in addition to the rights and remedies you may have as a consumer under Australian Consumer Law (ACL).

Important Notes

  • Contact Us First: Before returning any item, please contact us in writing or via electronic communication to obtain approval and a Return Merchandise Authorization (RMA) number.
  • No Refunds on Delivery Costs: Delivery costs are non-refundable.

Items Not Eligible for Return

For health and safety reasons, the following items are not eligible for return:

  • Health Products
  • Medicinal Items
  • Perishable Goods & Food Items
  • Personal Care Items
  • Cosmetics & Beauty Products

Change of Mind Returns

We do not offer exchanges. If an exchange is required, please place a new order and return the original item for a refund.

Eligibility for Change of Mind Returns

  • Notify us in writing within 30 days of receipt.
  • Return the item in the same condition as purchased: unused, unworn, unopened, with all included accessories and components, and in resaleable condition.
  • Return the item within 10 business days of receiving an RMA number.
  • Follow all instructions in our returns process.

Additional Notes

  • Delivery costs are not refundable.
  • Refunds will only be processed in the same tender as the original purchase.
  • Returns are at your cost and risk, including shipping.
  • High-value items should be insured.
  • If conditions are not met, you are responsible for return shipping costs to your address.

Faulty or Damaged Products

Eligibility

  • Notify us in writing with proof of purchase.
  • Return the item with accompanying proof within 10 business days of receiving an RMA number.

Assessment Process

  • Faults will be assessed by us or a third party.
  • Manufacturer support may expedite resolution.

Important Notes

  • Improper use, general wear and tear, or neglect are not grounds for returns.
  • Products not adhering to care instructions will not be deemed faulty.

How to Lodge a Return Request

Provide the following information:

  • Description of the item to be returned.
  • Reason for return.
  • Proof of purchase (e.g., tax invoice).
  • Photos and/or videos of any faults or issues.
  • Expected outcome (refund, replacement).

Missed Deliveries

Customer Responsibility

  • Provide a valid delivery address.
  • Retrieve items from post offices or courier hubs promptly.

Restocking Fee

  • Undelivered items returned to us incur a $15 restocking fee.

Re-Delivery

  • Held for 3 business days in our warehouse.
  • A $10 handling fee plus shipping costs apply for re-delivery requests.

Missing Parcels

  • Report missing parcels within 60 days of the order.
  • Parcels signed for at your delivery address are deemed delivered.

International Shipments

  • Duties, taxes, and fees are your responsibility.
  • Contact local customs for details.

Authority to Leave (ATL)

  • Couriers may deliver via ATL for contactless delivery.
  • Once tracking confirms delivery, the order is considered complete.
  • Contact the courier for post-delivery concerns.