Refund & Returns Policy

1. Our Commitment

At Ausgaroo, we want you to be satisfied with your purchase.

This Refund & Returns Policy explains when products may be returned and how to request a refund, replacement or other remedy.

Nothing in this Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law (ACL) that cannot lawfully be excluded.

If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the problem.

2. Change-of-Mind Returns

We understand that you may occasionally change your mind about a purchase.

For change-of-mind purchases, you may request a return within 14 days of receiving your order, provided that:

• the product is unopened and unused;
• the original packaging is intact;
• any tamper-evident or safety seal remains unbroken;
• the product is in a condition suitable for resale; and
• you provide proof of purchase, such as your order number or receipt.

Because Ausgaroo products include complementary healthcare products, we are unable to accept change-of-mind returns for products that have been opened, used, unsealed or had their tamper-evident seal broken, due to hygiene, health and safety considerations.

For an approved change-of-mind return:

• you are responsible for the cost of returning the product to us; and
• original delivery or shipping charges are generally non-refundable.

Once the returned product has been received and inspected, any approved refund will be issued to the original payment method.

This section applies only to change-of-mind returns and does not limit your rights in relation to faulty or non-compliant products under the Australian Consumer Law.

3. Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, unsafe, significantly different from its description, or you receive an item that you did not order, please contact us as soon as reasonably practicable.

For products damaged during delivery, we recommend contacting us within 7 days of receiving your order where possible so that we can investigate the issue promptly.

However, this recommended timeframe does not limit any rights you may have under the Australian Consumer Law.

Please provide:

• your order number;
• a brief description of the issue; and
• photographs of the product and, where relevant, its packaging.

We may reasonably assess the product before determining the appropriate remedy.

Where the product fails to meet an applicable consumer guarantee, the remedy available will depend on the circumstances and whether the problem is major or minor.

For a major problem, Australian consumer law may give you the right to choose between a refund and replacement. For a minor problem, the business is generally entitled to provide a remedy such as a repair or replacement within a reasonable time.

4. Products Not Eligible for Change-of-Mind Return

We generally cannot accept a change-of-mind return for:

• products that have been opened or used;
• products with a broken or removed safety or tamper-evident seal;
• products that are not in their original condition;
• products returned outside the 14-day change-of-mind period;
• gift cards; or
• products expressly identified as final-sale promotional items.

These exclusions apply only to our voluntary change-of-mind policy.

They do not apply where you are entitled to a remedy under the Australian Consumer Law. A business cannot use a “no refunds” or final-sale policy to remove statutory rights relating to faulty goods.

5. How to Request a Return or Refund

To request a return, refund or other remedy:

1. Contact Ausgaroo

Email [email protected] or call 1800 813 565.

Please provide your order number and explain why you are requesting the return.

2. Wait for return instructions

Our customer support team will review your request and, where a return is required, provide instructions for returning the product.

Please do not send products back before receiving return instructions unless we advise you otherwise.

3. Return the product if required

Please package the product securely to prevent damage during return delivery.

4. Assessment

Once received, we may inspect the product to confirm its condition and determine the appropriate outcome.

5. Refund or other remedy

Once a refund has been approved, we will arrange payment back to the original payment method.

6. Refund Processing

We aim to process approved refunds within 5–10 business days.

Once we have processed the refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer or payment provider.

Refunds will generally be returned using the same payment method used for the original purchase unless another method is required or agreed.

7. Shipping and Return Costs

Change-of-Mind Returns

For approved change-of-mind returns:

• return postage is the customer’s responsibility; and
• original shipping charges are generally non-refundable.

Faulty, Damaged or Incorrect Products

Different rules apply where a product does not meet an Australian Consumer Law guarantee.

For products that can readily be returned by post, a customer may initially need to return the product. If the product is confirmed to have a problem, the business must reimburse reasonable return costs.

Where required by law, Ausgaroo will cover or reimburse reasonable return costs associated with faulty, damaged or incorrectly supplied products.

We recommend keeping any postage or shipping receipts until your matter has been resolved.

8. Proof of Purchase

We may request reasonable proof that the product was purchased from Ausgaroo.

Examples may include:

• your Ausgaroo order confirmation;
• order number;
• tax invoice or receipt; or
• another reasonable record of purchase.

For faulty products, original packaging is not necessarily required in order to exercise Australian Consumer Law rights.

9. Australian Consumer Law

Our change-of-mind policy is additional to your statutory rights.

Consumer guarantees apply automatically and cannot be removed or reduced by our store policies.

Depending on the circumstances, a product that does not meet the consumer guarantees may give you rights to a repair, replacement, refund and, in some circumstances, compensation for reasonably foreseeable loss or damage.

For more information about Australian consumer rights, please visit the Australian Competition and Consumer Commission (ACCC) website.

10. Contact Us

If you have any questions about a return, refund or this Policy, please contact:

Ausgaroo
A brand of HMS Australia Pharmaceutical Co. Pty Ltd
ABN: 20 671 528 331
Bundall QLD 4217
Australia

Phone: 1800 813 565
Email: [email protected]
Website: ausgaroo.com.au