Refunds & Returns

Antidote Apothecary

ABN 79 522 160 691 | Sole Trader: Ella McKenzie

Email: ella@antidoteapothecary.com.au

Last updated: 24/11/2025

The Practice complies with the Australian Consumer Law (ACL) regarding refunds, replacements, and consumer guarantees.

1. Consultations

Refunds are not provided for completed consultations under any circumstances. If a client believes a consultation has not been delivered as described, the client may contact the Practice in writing to discuss the matter. Requests will be reviewed in accordance with professional obligations. Pre-paid consultations may be refunded if cancelled with more than 24 hours' notice. No refunds are issued for late cancellations or non-attendance unless required by law

2. Digital Products and Programs

Digital content, including plans, protocols, e-books, and programs, is non-refundable once delivered, downloaded, or accessed. If technical issues prevent access, reasonable assistance will be provided.

3. Physical Products

Practitioner-only products are dispensed following a consultation and are tailored to individual needs. For this reason, practitioner-only products are non-refundable and cannot be returned for a change of mind. Products may be returned only if damaged, faulty, or if a documented adverse reaction occurs. Returns must be requested within a reasonable timeframe, supported by evidence of the defect. Products cannot be returned due to a change of mind, incorrect ordering, or individual intolerance. Refund approval is at the practitioner's discretion and may require consultation.

4. Herbal Medicines and Custom Preparations

Custom herbal tinctures, teas, and compounded blends are explicitly made to order and are therefore non-refundable and cannot be returned, except in the case of a confirmed error on our part.

5. Functional Testing and Pathology

Once functional testing kits have been purchased or once processing has begun, all associated fees are strictly non-refundable.

Laboratory fees begin when the kit is dispatched or the sample is received, depending on the provider.

6. Eligibility for Refunds or Replacements

You may be eligible for a refund or replacement if:

The product you received is incorrect
The product arrives damaged in transit
The product is faulty or compromised
You have had an unexpected adverse reaction

To maintain safety and hygiene standards, supplements that have been opened, used, or tampered with cannot be returned unless they are proven to be faulty.

7. Adverse Reactions

If you experience a suspected adverse reaction to one of our products, you must discontinue use immediately and notify us within 7 days. To properly assess your claim and determine eligibility for a refund, we may require supporting documentation, including a detailed written description of the reaction, dated photographs (where applicable), and any relevant evidence demonstrating that the reaction occurred in direct connection with the use of the product. Submission of documentation does not guarantee approval, and all claims will be evaluated on a case-by-case basis. We reserve the right to request additional information, where necessary, to verify the circumstances and ensure compliance with safety and quality standards.

8. Incorrect or Faulty Items

If you receive an incorrect or faulty product, please notify us within 7 days of delivery.

We occasionally use trusted third-party companies to manufacture, package, or ship our supplements.

If an issue arises with a product supplied or fulfilled by one of these partners:

We will liaise with the external provider on your behalf and ensure you receive the appropriate resolution in line with this policy.

You will not be required to contact the external supplier directly.

9. Processing of Refunds

Approved refunds are processed through Stripe or Commonwealth Bank and may take several business days to appear, depending on the client's banking institution.

10. Amendments

We may update these Terms at any time. Continued use of the website and services constitutes acceptance of any amendments.