Refund policy

Brunswick Health provides facilities and administrative support to independent practitioners. Fees follow the published schedule for each service, but Brunswick Health is not directly responsible for refunds relating to services — that decision rests with the practitioner who provided the service.

If you want to request a refund for a service, contact the practitioner who provided it. If that is difficult, our administration team will help facilitate the conversation and make sure your concern reaches them — but the decision remains the practitioner's.

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.

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

To be eligible, a product generally needs to be:

• Unused and in its original condition and packaging
• Accompanied by proof of purchase
• Returned within a reasonable period of purchase

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.

• Sale and promotional items — final, unless faulty
• Gift cards
• 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.