Brunswick Health Refund Policy

Introduction

At Brunswick Health, we are committed to delivering the highest level of customer satisfaction. This Refund Policy outlines the terms and conditions under which you may request a refund for products purchased directly from Brunswick Health and how refunds for services provided by independent health practitioners within our facility are managed. Please read this policy carefully. By purchasing from or engaging with us, you agree to the terms outlined below.

Refundable Products

You may request a refund for the following products purchased directly from Brunswick Health:

• Health Products: This includes supplements, medical devices, health accessories, and other products sold via our clinic or website. Refunds for products are subject to the conditions outlined below under “Conditions for Refund.”
• Refunds for Services Provided by Health Practitioners: Brunswick Health provides facility and administrative support to independent health practitioners who operate their own businesses within our collective centre. As such, Brunswick Health does not set or control the fees for services provided by these practitioners, and we are not directly responsible for refunds related to services.

If you have concerns or wish to request a refund for any service provided by a health practitioner at Brunswick Health, you must contact the practitioner directly. However, we understand that navigating this process can sometimes be challenging, and Brunswick Health will assist by facilitating communication between you and your practitioner where necessary. Our administration team is available to help liaise with the practitioner to ensure your concerns are addressed promptly.

Please note that any decision regarding refunds for services remains at the discretion of the independent health practitioner.

Non-Refundable Items

The following products and services are not eligible for a refund:

• Laboratory Testing: Any laboratory testing services, once initiated, are non-refundable.
• Associated Kits: Sample collection kits or other materials associated with laboratory tests cannot be refunded once they have been shipped.
• Sale Items: Items purchased during sales or promotions are final and cannot be refunded.
• Gift Cards: Gift cards purchased from Brunswick Health are non-refundable.
• Downloadable Software Products: Digital products or software available for download cannot be refunded once the download is initiated.

Partially Refundable Items

In some cases, the following may be eligible for a partial refund:

• Prepaid Products: If you have prepaid for products and have not yet used or received them, a full or partial refund may be offered depending on the circumstances. This will be determined on a case-by-case basis, factoring in the reason for the return and the condition of the product.

• Prepaid Services: If you have prepaid for services and have not fully utilised them, a partial refund may be offered at the discretion of the health practitioner. Refunds for services will be calculated based on the standard fees at the time of the refund and prorated to reflect the value of any unused services. The final decision regarding service refunds remains with the individual practitioner.

Conditions for Refund

To be eligible for a refund on refundable products, the following conditions must be met:

• Original Condition: The product must be returned in its original, unused condition.
• Packaging: The product must be in its original packaging, with all seals, labels, and safety tabs intact.
• Proof of Purchase: A valid proof of purchase, such as a receipt, order confirmation, or transaction number, is required for any refund request.
• Time Frame: All refund requests must be made within 30 days of the original purchase date. Refund requests made after this period will not be accepted.

 Refund Process

1. Request a Refund: To initiate a refund for a product, please contact us via email or phone within the specified 30-day period. Our contact details are provided below.

2. Return the Product: Once your refund request is approved, you will be required to return the product to Brunswick Health at 1/68 Melville Road, Brunswick Vic 3055. We recommend obtaining proof of postage, as you will be responsible for following up with the courier if the returned item is not received. Do not return products directly to the manufacturer, as Brunswick Health must process the return. If returning higher-value items, consider using a trackable shipping service or purchasing shipping insurance. Brunswick Health does not guarantee that we will receive your returned item.

3. Inspection and Approval: Upon receiving your returned product, we will inspect it to ensure it meets the refund conditions. You will be notified by email or phone of the approval or rejection of your refund request.

4. Refund Method: If your refund is approved, it will be processed, and a credit will be applied to your original method of payment within a certain number of business days, depending on your card issuer or payment provider.

Late or Missing Refunds

If you have not received a refund within the expected time frame, we recommend following these steps before contacting us:

1. Check Your Bank Account: Ensure that the refund has not already been credited.
2. Contact Your Credit Card Company: Refunds may take several days to be posted, depending on your card issuer’s policies.
3. Contact Your Bank: Processing times for refunds can vary between financial institutions.

If you have completed these steps and still have not received your refund, please contact us via email with a copy of your bank’s notification, and we will follow up promptly.

Shipping Costs

• Refundable Products: You are responsible for covering the shipping costs to return the product to us. Shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from the refund amount.

• Damaged or Faulty Products: If the product you receive is damaged or faulty, Brunswick Health will cover the cost of return shipping. Please contact us immediately upon receiving a damaged item, and provide photographic evidence within 1–2 days of receipt. Our team will guide you through the return process.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange a damaged or faulty item for the same product, please follow the return procedure outlined above. Contact us to initiate the exchange process, and we will provide instructions for returning the item.

Need Further Help?

For questions related to refunds and returns, our contact details are listed below. Please note that our reception staff cannot authorise returns or refunds for products or services, so all requests must be directed via email.