Shipping and Returns Policy

Last updated: [insert date]

This Shipping and Returns Policy applies to products purchased directly from the BioAktivCQ website.

In this Policy, “BioAktivCQ”, “we”, “us” and “our” refer to Australian College of Natural Health

Nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded.

1. Order processing

We aim to process orders within 5 business days after payment has been received.

Orders placed on weekends or public holidays will generally be processed on the next business day.

Processing times may be longer during public holidays, promotional periods, periods of high demand or circumstances outside our reasonable control.

Once an order has been dispatched, we will send a confirmation email to the email address provided with your order. Tracking information will be included where available.

2. Delivery locations

We currently deliver to addresses within Australia.

Delivery to some remote or regional locations may take longer or incur additional charges.

We do not currently deliver internationally unless otherwise agreed by us in writing before the order is placed.

We may decline or cancel an order where we cannot reasonably deliver to the nominated address. If payment has already been taken, we will provide a refund for the cancelled order.

3. Shipping charges

Shipping charges are calculated and displayed during checkout before payment is completed.

Any free-shipping offer will be subject to the conditions displayed with that offer, including any minimum order value or delivery-area restrictions.

All prices and shipping charges are displayed in Australian dollars.

4. Estimated delivery times

Estimated delivery times are:

• metropolitan areas: approximately 5 business days after dispatch;
• regional areas: approximately 7 business days after dispatch; and
• remote areas: approximately 7 to 10 business days after dispatch.

These timeframes are estimates only. They are not guaranteed delivery dates.

Delivery may be affected by weather, natural disasters, transport disruptions, carrier delays, public holidays or other events outside our reasonable control.

We will take reasonable steps to assist when an order is delayed, but we are not responsible for delays caused solely by the delivery carrier or circumstances outside our reasonable control, except to the extent required by law.

5. Delivery address

You are responsible for providing a complete and accurate delivery address when placing an order.

Please contact us as soon as possible if you discover an error in your delivery details.

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

If an order is returned to us because:

• an incorrect or incomplete address was provided;
• delivery was refused;
• the parcel was not collected; or
• the carrier was unable to complete delivery for reasons attributable to the recipient,

we may require payment of an additional delivery charge before resending it.

We will not charge an additional delivery fee where the delivery failure was caused by our error or where doing so would be inconsistent with your rights under the Australian Consumer Law.

6. Authority to leave

Where you request or authorise a parcel to be left unattended, you accept the risk that it may be lost, stolen, damaged or affected by weather after it has been delivered in accordance with your instructions.

This does not limit your rights where the carrier failed to follow the delivery instructions or delivered the parcel to the wrong address.

7. Missing or delayed orders

If your order has not arrived within a reasonable period after its estimated delivery date, please:

1. review the tracking information provided;
2. check around the delivery location and with other occupants; and
3. contact us at info@bioaktivcq.com.au.

Please provide your name, order number and delivery address.

We will make reasonable enquiries with the delivery carrier and work with you to locate the order or provide an appropriate solution.

8. Products damaged during delivery

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, leaking, broken or otherwise unusable, contact us promptly at info@bioaktivcq.com.au and provide:

• your name and order number;
• a description of the problem; and
• clear photographs of the product and packaging, were reasonably available.

Photographs help us investigate the problem but will not be required where it would be unreasonable or impossible to provide them.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a replacement, refund or another appropriate remedy.

Do not dispose of the product or packaging until we advise whether it needs to be retained or returned.

9. Incorrect products

If you receive a product that is different from the product you ordered, contact us promptly.

We will arrange an appropriate remedy, which may include:

• sending the correct product;
• arranging return of the incorrect product; or
• providing a refund.

Where the error is ours, we will cover reasonable return-delivery costs.

10. Faulty products and consumer guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a remedy if a product:

• is faulty, damaged or unsafe;
• is not of acceptable quality;
• does not match its description;
• is not fit for a disclosed purpose that you reasonably relied upon us to meet; or
• otherwise fails to satisfy an applicable consumer guarantee.

The remedy available will depend on the nature and seriousness of the problem.

For a major failure, you may be entitled to choose a refund or replacement.

For a minor failure, we may choose to provide an appropriate remedy within a reasonable time.

Proof of purchase may be required. This may include an order confirmation, receipt, bank statement or other reasonable evidence of purchase.

Where a product fails to meet a consumer guarantee, we will cover reasonable return costs where required by law.

11. Change-of-mind returns

In addition to your rights under the Australian Consumer Law, we will accept a change-of-mind return where:

• you contact us within 14 days after delivery;
• the product is unopened, unused and in its original saleable condition;
• any safety seal or tamper-evident packaging remains intact;
• the product has been stored appropriately;
• you provide proof of purchase; and
• you return the product in accordance with our instructions.

For health, hygiene, quality-control and product-integrity reasons, we generally cannot accept a change-of-mind return for a product that has been opened, used or had its seal broken.

This restriction does not apply where the product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

You are responsible for the cost and risk of returning a change-of-mind item.

Original shipping charges are not refundable for change-of-mind returns unless required by law.

We recommend using a tracked delivery service, as we cannot process the return until it has been received.

12. Products that cannot be returned for change of mind

We do not accept change-of-mind returns for:

• opened or used products;
• products with damaged or broken seals;
• products not stored in accordance with their instructions;
• products damaged after delivery;
• products purchased through another retailer or distributor;
• clearance or specially marked final-sale products, where permitted by law; or
• products returned outside the stated change-of-mind period.

These exclusions do not limit your rights under the Australian Consumer Law.

13. Return authorisation

Please contact us before sending a product back.

Unauthorised returns may be delayed or returned to the sender if we cannot identify the customer, order or reason for return.

Once your return request has been reviewed, we will provide the return address and any relevant instructions.

Returns should be sent to:

BioAktivCQ Returns
P.O. Box 310 Rockhampton 4700

Please do not send returns to this address until we have confirmed the return instructions.

14. Refunds

Approved refunds will generally be made to the original payment method.

We aim to process refunds within 5 business days after the return has been received and assessed, or after we otherwise confirm that a refund is due.

Your bank or payment provider may require additional time to make the funds available.

A change-of-mind refund will generally cover the price paid for the returned product, excluding original and return shipping charges.

Where a refund is required under the Australian Consumer Law, it will include all amounts required by law.

15. Purchases from other sellers

If you purchased a BioAktivCQ product from another retailer, practitioner, marketplace or distributor, contact that seller first regarding returns, refunds or replacements.

The seller that supplied the product is generally responsible for providing applicable consumer-law remedies.

We may still assist with product information or investigate quality concerns where appropriate.

16. Contact us

For shipping or return enquiries, contact:

BioAktivCQ
Email: info@bioaktivcq.com.au
Mob: 0407 229 302
Business address: 119A Stanley St.  Allenstown. 4700