Shipping policy

Shipping & Returns Policy

Effective Date: November 2023

Overview

The Microbiome Clinic™ is committed to delivering high-quality testing services and products to support your microbiome health journey. This policy outlines our shipping practices and return conditions in accordance with Australian Consumer Law.

Change of Mind Returns

We do not accept change of mind returns or refunds for the following reasons:

  • Microbiome testing kits are provided as part of a medical service. Once dispatched and sample collection materials have been sent, the testing service has commenced
  • Probiotic and supplement products are therapeutic goods subject to strict hygiene and quality standards. Once dispatched, we cannot guarantee products have been stored correctly or remain unopened
  • Perishable nature - Many of our products contain live cultures or active ingredients requiring specific storage conditions

This policy is permitted under Australian Consumer Law, which does not require businesses to provide refunds or exchanges for change of mind purchases.

Your Consumer Law Rights

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). You are entitled to a remedy if:

  • Products are faulty, damaged, or defective
  • Products are not as described or don't match the sample shown
  • Products are not fit for their intended purpose
  • Items arrive significantly different from what you ordered
  • Products fail to meet consumer guarantees under the ACL

Shipping & Delivery

Testing Kits

  • Standard shipping: 3-7 business days Australia-wide
  • All kits are dispatched via tracked services
  • You will receive tracking information from NutriPath via email once your kit is dispatched

Products (Supplements/Probiotics)

  • Standard shipping: 3-7 business days
  • Temperature-sensitive products are shipped with appropriate packaging
  • We recommend refrigeration upon receipt where indicated on product labels

Delivery Issues

If your order:

  • Has not arrived within 10 business days - Contact us immediately so we can investigate with Australia Post
  • Arrives damaged or defective - Contact us within 48 hours with photographic evidence. We will arrange replacement or refund at no additional cost
  • Is incomplete or incorrect - Contact us within 48 hours and we will dispatch the correct items or provide a full refund

Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item:

  1. Contact us within 48 hours of delivery via email at [email address]
  2. Provide your order number and photographic evidence of the issue
  3. Do not dispose of the product until we have assessed your claim
  4. We will arrange for replacement or full refund including return shipping costs

Testing Service Cancellations

  • Before kit dispatch: Full refund available if you cancel before your testing kit has been shipped
  • After kit dispatch but before sample collection: $50 refund available as the service has commenced, but must discard the test.
  • After sample collection: No refund available. Results will be processed and delivered as ordered

Medical Exemptions

In exceptional circumstances where medical advice contraindicates use of ordered products, we may consider refunds on a case-by-case basis. Contact our Clinical Team with supporting documentation from your healthcare provider.

Contact Us

For any questions regarding shipping, delivery, or this policy:

Email: admin@themicrobiomeclinic.com.au
Phone: 03 6156 4557

Note: This policy complies with the Competition and Consumer Act 2010 (Cth) and Australian Consumer Law. Our policy does not, and cannot, exclude or limit the application of any consumer guarantee under the ACL.