PUREMEDIC SHIPPING AND RETURNS POLICY
We love our customers and we’re committed to making your Qiara Probiotics shopping experience as convenient as possible. However there’s a few things you should understand before purchasing:
All Qiara orders are sent by Australia Post - we can deliver to residential, business and PO Box addresses. You may choose between regular parcel service and express delivery. We generally ship within one full business day. You will be able to view your order tracking number in the My Orders section of your account – this tracking number can be used for shipping status enquiries. Delivery times will vary based on location.
Once the order leaves our warehouse, Puremedic cannot be responsible for delivery timeframes. Puremedic will not be liable or responsible if Australia Post fail to make the quoted delivery timetable. For more information visit www.auspost.com.au.
Orders to international locations are shipped using the services of Australia Post and their affiliated services in the destination country. We generally ship within one full business day, however once the order leaves our warehouse we cannot be responsible for delivery timeframes. Puremedic will not be liable or responsible if Australia Post or their international partners fail to make the quoted delivery timetable. For more information visit www.auspost.com.au. If shipping rates are not quoted on our website for your country, please contact us for a quotation.
Customs regulations are often complex and vary greatly from country to country. Unfortunately, Puremedic cannot guarantee any package will be accepted by customs.
It is the customer’s responsibility to ensure any product ordered is not restricted in their country, and the customer is responsible for paying any customs or import taxes, duties and fees charged by the relevant agency. If you are concerned, we recommend that you contact your local customs office for more details on the importation regulations and restrictions before placing your order.
If your order is seized by customs, you are responsible for contacting the customs office and resolving the issue. Puremedic is unable to assist in clearing goods through customs, and will not refund or credit for goods seized. If your order was refused by customs and returned to Puremedic, you will be refunded the original amount of your purchase, minus the shipping fee and return fee once the product has been received back into our possession. The return fee is equal to the cost of shipping.
Damaged or defective product
If the product you received is damaged or defective, please contact our Customer service team immediately with your order number and a description/ photographs of the condition of the damaged or defective item. We may offer to provide one of the below resolutions:
- Return and Replacement of the damaged product/s
- Return and Issue a refund for the damaged product/s
Damaged or defective products must be received by Puremedic within 14 days of the purchase date to be eligible for replacement or refund. Items will be replaced with the same item originally purchased (if available), or a refund will be given if the product cannot be replaced.
CHANGE OF MIND RETURNS
Unfortunately due to health regulations we cannot accept the return of Qiara Probiotics simply because:
- You have changed your mind after purchase
- You make an error in your order, or
- The product has passed its expiry date whilst in your possession.
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.
In line with Australian law and public health and safety regulations you may return the product for refund:
- if you experience an adverse reaction or event which can be directly attributed to the product or any of its ingredients;
- Your medical practitioner has advised you not to consume the product;
- or the product is recalled.
Incorrect product Delivered
Puremedic offers a replacement or refund if any products delivered to you are not what you ordered. Our Customer service team will investigate and will help you with a pre-paid shipping label to return the incorrect product. You can then choose to either have the correct product re-delivered at our cost or receive a full refund. Items must be returned in original packaging in good condition.
Proof of Purchase
Please reference you invoice or order number when contacting us this will help us locate your purchase.
Orders cancelled at the request of the customer may incur a fee of $10 or 10% of the order value (whichever is greater). This is chargeable at the discretion of management. Cancelled orders that have been shipped must be posted back to us, at the expense of the customer. The product to be returned must be packed securely in original undamaged packaging and must be sent via registered post in order for you to be able to track the parcel.
Please note that the customer will be responsible for the product until it is received by us. Products that have been tampered with cannot be refunded and the returned product must be in a saleable condition. Postage costs will not be refunded.
If you used your credit card or PayPal to purchase online, your approved refunds must be processed on the same credit card or PayPal account.
NOTE: It is important that all returns are confirmed with us first before returning the products. Unauthorised returns may be refused. No item will be refunded until received by us. Please note that postage costs are non-refundable.
Returned products will be checked on receipt. The products are your responsibility until they reach us so it’s a good idea to ensure the product is packed in a sturdy and secure manner to avoid any damage in transit.
Our customer service team can be reached via email or phone (Monday to Friday between 9am to 5pm AEST):
Phone: 1300 733 423
Posting Your Returns:
Puremedic Pty Ltd
G02, 35 Cotham Rd
Kew Vic 3101
CHANGES TO THIS RETURNS POLICY
Subject always to the operation of the Australian Consumer Law, Puremedic reserves the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.