Refund policy

If you are not satisfied with your experience at an appointment, we offer a 100% money-back guarantee within 7 days of that appointment. Tell us inside that window and the fee for that appointment is refunded. You do not need to put it in writing or make a case for it.

This guarantee applies to the quality of the service and your experience at the clinic. It does not apply to individual health outcomes, which vary from person to person and depend on factors unique to each person, and it does not cover the cost of any products, supplements or testing recommended as part of your treatment plan.

The full terms are on our satisfaction guarantee page.

Brunswick Health provides facilities and administrative support to independent practitioners, and fees follow the published schedule for each service. Once the seven days above have passed, a refund for a service is a decision for the practitioner who provided it rather than for Brunswick Health.

Contact the practitioner directly, or ask our administration team and we will make sure your concern reaches them.

This does not affect your rights under the Australian Consumer Law. If a service was not provided with due care and skill, or not fit for the purpose you made known, you have remedies that cannot be excluded by any policy.

Please give at least 24 hours' notice to cancel or reschedule. With that notice, no fee applies.

When less than 24 hours' notice is given, or an appointment is missed, a $50 late-cancellation fee may apply. That fee is set and charged by the individual practitioner, not by Brunswick Health, as each practitioner manages their own appointment schedule.

To change an appointment, phone reception on (03) 9380 8099 during opening hours. Full details are on the hours and fees page, and the booking terms are in our terms and conditions.

Products bought directly from Brunswick Health, supplements, braces, orthotic devices, health accessories and similar, may be refundable, subject to the conditions below.

If you change your mind about a product, we're happy to offer a refund or exchange provided:

• You contact us within 14 days of receiving your order
• The item is unused and in its original condition and packaging
• You have proof of purchase, your order confirmation or receipt

Return postage on a change-of-mind return is at your own cost, and the original postage charge isn't refundable. Items that cannot be resold for hygiene reasons once opened may not be refundable unless faulty.

If a product is faulty, misdescribed or does not do what it was said to do, your Australian Consumer Law rights apply regardless of the condition of the packaging and regardless of the 14 days above. Where a return is needed for a faulty item, we cover the return postage.

• Sale and promotional items, final, unless faulty
• Gift cards, not refundable or redeemable for cash. They are transferable, and stay valid for at least 3 years from purchase as the law requires
• Downloadable digital products, once the download has started

"Unless faulty" is doing real work in the first line: a discounted item that is defective is still covered by the consumer guarantees.

Prepaid products not yet collected or used may be refunded in full or in part, depending on the circumstances and the condition of the product.

Prepaid services not fully used may be partly refunded at the practitioner's discretion, calculated against the standard fee at the time of the refund and prorated for the unused portion.

For products, contact the clinic with your proof of purchase and we will work through it with you. For services, contact your practitioner directly, or ask our administration team to help put you in touch.

Approved refunds are returned to the original payment method. Card refunds can take a few business days to appear, depending on your bank.

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality and the failure is not major.

Services must be provided with due care and skill, be fit for any purpose you made known, and be delivered within a reasonable time. These guarantees apply regardless of anything written above.