SHIPPING & RETURNS POLICY
When placing your order, please ensure that your shipping address is correct. Please contact us immediately if you have provided an incorrect shipping address prior to dispatch. For more information, please refer to our Returns Policy page
Orders are generally sent next business day and aim to have items delivered to you as follows: Estimated delivery times (business days).
Australian shipping is available via Australia Post
Standard Delivery. Cost Flat Rate $10
Standard Shipping FREE for all orders over $90
Standard Delivery: 2-4 Business Days
Express Post Delivery. Cost Flat Rate $15
Express Post Delivery: 1-2 Days
International shipping available via Australia Post Standard Delivery. Cost – Flat Rate $28
New Zealand 4-6 business days
North America, Western Europe, Asia and the Pacific 6-13 business days
Rest of the World 10-15 business days
All International orders are shipped with Australia Post to the destination country and then onforwarded to that countries local courier service. The tracking number provided to you at the time of shipment is your global tracking number and can be tracked on www.australiapost.com.au throughout the entire time of transit.
Please note that the estimated delivery time between Australia and other countries excludes any hold time in Customs and may be subject to delay due to causes outside of Protemia Health’s control. Delays may occur in overseas shipments due to regulations, postal services and systems of different countries or unforeseen natural events. Protemia Health has no control over nor will be responsible for any such delays or for loss / damage occasioned to the goods whilst it is in transit.
Protemia Health will not be held liable for the costs of any import taxes or customs fees. Please review the import regulations and restrictions of your country before placing an order with Protemia Health.
1. CHANGE OF MIND RETURNS
Unfortunately due to health regulations we cannot accept the return of any of our nutritional products simply because you have changed your mind. Please choose carefully and ensure that any product you select is right for you, based on the advice received from your healthcare provider or general practitioner.
2. OTHER RETURNS
Where required under Australian Consumer Law, Protemia Health will accept Product returns and provide you with an exchange, repair or refund (as applicable) where:
- The product is damaged, or
- The product is faulty, and
- You can present your online tax invoice or other adequate proof of purchase.
Protemia Health may elect to return the product to the manufacturer to determine the nature of the problem.
Protemia Health reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect.
Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.
3. PROBLEMS WITH DELIVERY OR SHIPPING
Even though great care is taken in the shipping process, if your item/s arrives damaged, please contact us at email@example.com to assess the damage and to work out a solution. You may be requested to provide a photograph of your item/s and /or delivery package to aid a speedy resolution.
For returns under Australian Consumer Law, please contact us at firstname.lastname@example.org to arrange collection of the item/s to be delivered back to our Warehouse for assessment, exchange, repair or refund.
We reserve the right to charge for return shipping in certain circumstances.
4. CHANGES TO THIS RETURNS POLICY
Subject always to the operation of the Australian Consumer Law, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.