Refund policy
Thank you for shopping with Biogenix Australia Pty Ltd (“Biogenix”, “we”, “our”, or “us”). Our Return Policy outlines your rights and responsibilities when it comes to returns, exchanges, and refunds for products and services purchased via our website or clinic.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened and in its original packaging. You’ll also need the receipt or proof of purchase.
Product Returns
Due to the nature of our health and wellness products, including prescription or custom-order items, we do not accept returns for change of mind, once the order has been processed or dispatched.
Returns will only be accepted if:
- The item is faulty, damaged upon delivery, or unfit for purpose.
- You notify us within 72 hours of receiving the item.
- You can provide proof of purchase and photographic evidence of the issue.
To initiate a return, please email admin@biogenix.com.au with your order number, description of the issue, and supporting images. Items sent back to us without first requesting a return will not be accepted. Please note that returns will need to be sent to the following address: 52 Kitchener Parade, Bankstown 2200.
Upon review, we may:
- Replace the product at no cost, or
- Offer a refund or store credit.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges or Cancellation of Orders
Orders may be cancelled only before they are dispatched. Once a product has been shipped, cancellation is no longer possible.
Please contact us promptly at admin@biogenix.com.au if you believe an order was placed in error.
You may exchange an item if it has not been opened and is in the same condition as it was when it was sent to you. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Services & Consultations
We offer telehealth consultation to support your product journey. If you elect to upgrade to a dedicated doctor consultation, the consultation fee is non-refundable.
We reserve the right to apply a cancellation or no-show fee for missed appointments without adequate notice (see FAQs or confirmation emails for full details).
Refunds
Returns cannot be accepted if an items has been opened unless the item is faulty. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@biogenix.com.au. If your return is accepted due to our error (e.g., incorrect or faulty item), we will cover the return shipping cost. If you return an item for other approved reasons, you may be responsible for return shipping charges.