Refund Policy

Last Updated: 11th October 2025

 

Thank you for shopping with Physique Pharma. We take pride in supplying premium-quality research materials and ensuring every order arrives safely and as described.
Please read this Refund Policy carefully, as it outlines your rights and responsibilities regarding returns, replacements, and refunds.

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Legal Disclaimer

All products supplied by Physique Pharma are intended strictly for laboratory research purposes only.
They are not approved for human or animal consumption, medical use, or diagnostic procedures.

By purchasing from Physique Pharma, you confirm that you are a qualified researcher or acting under an authorised institution and that you understand and accept this Refund Policy in full.

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1. Change of Mind

Due to the sensitive and specialised nature of our products, we cannot accept returns or issue refunds for change of mind, ordering errors, or if the product is no longer required.

Once a product leaves our facility, it cannot be restocked or resold to ensure the highest standards of quality control and safety.

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2. Damaged or Faulty Products

We carefully inspect and package all items prior to shipment. However, if your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of receiving your order.

To process your claim quickly, please include:

• Your order number;

• A clear description of the issue; and

• Photographs showing the product and packaging (including batch or lot number if visible).

If the claim is approved, we will offer one of the following remedies:

• A replacement of the same product, or

• A refund for the affected item(s).

We may request the return of the defective product before a replacement or refund is issued.

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3. Lost or Missing Deliveries

If your parcel does not arrive within the expected timeframe:

1. Check your tracking details provided by Shipping Station / Australia Post.

2. Allow up to 10 business days for Standard Shipping.

3. Contact us if delivery is still not completed after this period.

We will assist in lodging an investigation with Australia Post. Refunds or replacements will only be issued once the carrier confirms the parcel is lost in transit.

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4. Incorrect Address or Unclaimed Parcels

If an order is returned to us due to an incorrect address, failure to collect, or refusal of delivery, the customer may be responsible for:

• Re-shipping fees, or

• A refund minus the original shipping cost (if applicable).

Please ensure your delivery address is accurate before checkout.

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5. Refund Timeframes

Once approved, refunds are processed via the original payment method.
Please allow 3–7 business days for the funds to appear in your account, depending on your bank or payment provider.

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6. Non-Refundable Items

Refunds or replacements will not be provided for:

• Change of mind or incorrect purchase;

• Products that have been opened, used, or tampered with;

• Items damaged due to misuse, improper storage, or negligence after delivery;

• Sale, clearance, or promotional items, unless deemed faulty under ACL;

• Parcels delayed due to courier or postal issues outside our control.

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7. Your Rights Under Australian Consumer Law

This policy operates in conjunction with your rights under the Australian Consumer Law (ACL).
If a product is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund as applicable.

For more information on your consumer rights, visit:
www.accc.gov.au/consumers

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8. How to Lodge a Refund or Replacement Request

To lodge a claim, please contact:

Physique Pharma
Email: physiquepharma@outlook.com
Subject Line: Refund / Replacement Request – [Order Number]
Include: Your name, order number, issue description, and photos (if applicable)

We’ll respond within 2 business days to confirm the next steps.

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9. Contact Us

If you have any questions about this Refund Policy or your recent order, please contact us:

Physique Pharma
Email: physiquepharma@outlook.com
Website: www.physiquepharma.com.au