We will endeavour to have all orders dispatched from our premises within 24 -48 hours from receipt (not including weekends and public holidays). The shipping times provided (1-2 days for express post and 2-7 days for standard post) are from the date of dispatch and are estimates only, provided by Australia Post based on the service options. Delivery can take longer during peak times such as Easter, Christmas and New Year due to public holidays and higher demand on the postal service.
We are not liable for any damages should there be a delay in receiving your order.
If you haven’t received an item at all: Please check your tracking number. If Australia Post has noted that it has been delivered, please contact your local Post Office to receive a refund. Please note: If you had delivery instructions to leave the item unattended, we can not be held responsible if the item was taken and cannot resend anything.
To cancel your order please contact us within 24 hours. If however your order has already been processed, you will need to return the order to us within 5 working days. Please read the Return or Exchange an item section below.
If you have placed an order via Express Shipping, you will need to cancel your order with us within 1 hour of placing it. If you could please ring us up on (0414 064 491) between the hours of 9am – 3pm Mon to Friday to cancel, that would be greatly appreciated.
Return or exchange an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 5 days of receipt. We will issue a refund on receipt, or exchange the item for a different item if preferred. However delivery charges are only refundable where the goods are faulty and a refund is made. A 25% restocking fee will also apply should you wish to return the product due to a change of mind. Please note:
- The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility.
- We can not accept products for refund or exchange if the packaging has been opened unless there has been a manufacturing fault.
- The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.
Please forward your returned item to the following address with your name and purchase order number:
Behind Health Australia Pty Ltd
27 Marion St
Leichhardt. NSW. 2040
Faulty or Damaged Item
If the item you received is faulty or damaged, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We also ask that you send through a photo of the faulty/damaged item.You can send photos to: firstname.lastname@example.org with details of the order and how the product is faulty. We will then advise on how to proceed with the return. You have 7 days from receipt of the faulty item to notify us.
I received the wrong item
If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
If the address you provided is incorrect, please notify us straight away. If the item needs to be re-delivered, a second delivery fee and 25% re-stocking charge will apply.
Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights.
*Note: Due to the nature of the products, we are unable to accept a returned item if the packaging has been opened.