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Cancellation, Return & Refund Policy
We keep our policies clear and fair — especially because many practitioner-grade items are sourced specifically for each customer. Please review the key points below before requesting a cancellation, return, or refund.
Order Cancellation
Before Processing: You can cancel any time before we pack and label your order. Contact us immediately. A 10% cancellation fee applies for changes of mind or ordering errors. Please note: a 10% cancellation fee applies to help cover payment-processing costs.
After Processing: Once your order is packed and the postage label printed, cancellations aren’t possible. This helps us ship your goodies as soon as possible.
Key Takeaways
- 🧾 Many practitioner-grade supplements are ordered specifically for you and generally cannot be cancelled once processing begins.
- 🕒 If your order has not been packed yet, cancellation may be possible — a 10% cancellation fee applies to change-of-mind requests.
- 🚫 Once an order is packed or a shipping label is generated, it cannot be changed or cancelled.
- 🌍 International orders are final — refunds, returns, and exchanges are not available unless required by law.
- 📦 Australian returns may be considered within 30 days if items are unopened, sealed, and approved in advance.
- ⚠️ Probiotics, prebiotics, temperature-sensitive, compounded, and special-order products are not returnable.
- 💸 A 30% restocking fee applies to approved change-of-mind returns unless we made a mistake or the item is faulty.
- 📬 Return shipping costs are the customer’s responsibility, including for exchanges.
- 💳 Refunds are processed within 7–15 business days after return inspection.
Important Note (Practitioner-Grade / Special Orders):
Many practitioner-grade supplements are sourced specifically on request for each customer. Once we begin processing your order (including ordering it in from a supplier), these items generally cannot be cancelled or returned.
Before Processing:
You may request cancellation before your order has been packed. Please contact us immediately. A 10% cancellation fee applies to change-of-mind cancellations or ordering errors. This fee covers payment processing and administrative costs.
Note: If a practitioner-grade item has already been ordered in for you, cancellation may not be possible even if the parcel has not yet shipped.
After Processing:
Once your order has been packed or a shipping label has been generated, it cannot be cancelled or changed. This includes changes to product selection, delivery address, or shipping method.
International Orders
Due to customs regulations and product handling requirements, international orders are final. Refunds, returns, or exchanges are not available for international deliveries, unless required by law.
Please ensure your delivery address and product selection are correct before placing your order.
Returns & Refunds (Australian Orders)
🗓️ 30-Day Return Window
You have 30 days from the date of purchase to request a return if:
- You received a damaged item
- You received an incorrect item
- You changed your mind or ordered incorrectly
Return Conditions
✅ Eligibility
To be eligible for a return, items must meet all of the following conditions:
- Unopened, sealed, and in resalable condition
- Returned with all original packaging intact
- Approved in advance by our team
🚫 Non-Returnable Items
We cannot accept returns on:
- Opened or used items (including broken seals or damaged packaging)
- Probiotics, prebiotics, temperature-sensitive, compounded, or practitioner-only products — even if unopened
- Sale items, gift cards, or special-order products
💰 Restocking Fee
A 30% restocking fee applies to all approved change-of-mind returns unless the product is faulty or we made an error. This fee helps cover inspection, repackaging, and admin time.
Return Shipping
Customers are responsible for the cost of return shipping. If you request an exchange, you’ll also need to cover the cost of shipping the replacement item.
🔁 How to Start a Return
To begin the return process, you must contact us first for approval and instructions:
- 📧 Email: info@betahealth.com.au
- 📞 Phone: +61 426 575 329
Return Address
Return Address (Provided Upon Approval): Once your return is approved, items may be sent to:
📌 Please do not send any returns without prior authorisation.
Returns sent without approval will not be processed or refunded.
Refunds
Processing Time:
Once we receive and inspect your return, your refund will be processed within 7 business days. In rare cases, it may take up to 15 business days, depending on inspection volume or bank processing times. Refunds will only be issued using your original payment method.