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Refund Policy

Last Updated: 7th May 2026

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Thank you for shopping with Physique Pharma. We are committed to supplying premium-quality laboratory research materials and ensuring every order is carefully packaged and delivered as described.

Please read this Refund Policy carefully, as it outlines your rights and responsibilities regarding refunds, replacements, returns, and shipping matters.

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Legal Disclaimer

All products supplied by Physique Pharma are intended strictly for laboratory and analytical research purposes only.

Products are not approved for human or animal consumption, medical use, therapeutic application, or diagnostic procedures.

By purchasing from Physique Pharma, the purchaser acknowledges and accepts full responsibility for the handling, storage, preparation, and use of all products supplied.

Physique Pharma is not responsible for changes in product integrity, sterility, consistency, or experimental outcomes resulting from reconstitution, third-party reconstitution materials, diluents, solvents, bacteriostatic water, ancillary materials, storage conditions, environmental exposure, contamination, or handling after delivery.

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1. Change of Mind

Due to the specialised and sensitive nature of our products, Physique Pharma does not accept returns or provide refunds for:

  • Change of mind;

  • Incorrect purchases;

  • Ordering errors; or

  • Products no longer required.

To maintain strict quality assurance and safety standards, products cannot be returned for resale once they have left our facility.

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2. Damaged, Faulty, or Incorrect Products

All products are inspected and securely packaged prior to dispatch. If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

To assist with the assessment of your claim, please provide:

  • Your order number;

  • A detailed description of the issue; and

  • Clear photographs of the product, packaging, and batch/lot number (if visible).

If your claim is approved, Physique Pharma may, at its discretion:

  • Replace the affected product; or

  • Issue a refund for the affected item(s).

We may request the return of the affected product before processing a replacement or refund.

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3. Lost or Missing Deliveries

If your order has not arrived within the expected delivery timeframe:

  1. Review your tracking information supplied via Shipping Station or Australia Post;

  2. Allow up to 10 business days for Standard Shipping deliveries; and

  3. Contact us if your parcel still has not arrived after this timeframe.

Physique Pharma will assist in lodging an investigation with the shipping carrier where applicable.

Refunds or replacements for lost parcels will only be considered once the carrier confirms the parcel has been lost in transit.

Delivery timeframes are estimates only and may be impacted by courier delays or circumstances outside of Physique Pharma’s control.

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4. Incorrect Addresses or Unclaimed Parcels

Customers are responsible for ensuring shipping information is accurate at checkout.

If an order is returned to Physique Pharma due to:

  • An incorrect or incomplete address;

  • Failure to collect the parcel; or

  • Refusal of delivery,

the customer may be responsible for additional shipping fees or a refund less the original shipping costs incurred.

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5. Refund Processing Timeframes

Approved refunds will be processed using the original payment method.

Please allow approximately 3–7 business days for funds to appear in your account, depending on your financial institution or payment provider.

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6. Non-Refundable Circumstances

Refunds, replacements, or returns will not be provided for:

  • Change of mind or incorrect purchases;

  • Opened, used, altered, or tampered products;

  • Products affected by improper handling, reconstitution, storage conditions, contamination, environmental exposure, or the use of third-party reconstitution materials, diluents, solvents, bacteriostatic water, or ancillary materials after delivery;

  • Damage caused by misuse, negligence, or failure to follow appropriate laboratory handling practices;

  • Sale, clearance, or promotional items unless required under Australian Consumer Law; or

  • Delivery delays caused by postal or courier services outside of our control.

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7. Australian Consumer Law

This Refund Policy operates in accordance with the Australian Consumer Law (ACL).

Nothing in this policy excludes, limits, or modifies any rights or remedies you may have under the ACL.

Where required by law, customers may be entitled to a repair, replacement, or refund for products that are faulty, damaged, or not as described.

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

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8. Lodging a Refund or Replacement Request

To submit a refund or replacement request, please contact:

Physique Pharma
Email: physiquepharma@outlook.com

Subject Line:
Refund / Replacement Request – [Order Number]

Please include:

  • Your full name;

  • Order number;

  • Description of the issue; and

  • Supporting photographs where applicable.

Our team will respond within 2 business days with the next steps.

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9. Contact Information

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

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

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