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 your order any time before we pack and label it. Please contact us immediately. A 10% cancellation fee applies to change-of-mind cancellations or ordering errors. This fee helps cover payment-processing and administrative costs.

After Processing

Once your order has been packed or a postage label has been generated, cancellations or changes are no longer possible. This includes changes to product selection, delivery address, or shipping method.

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.

Practitioner-Grade & Special-Order Products

Many practitioner-grade supplements are sourced specifically on request for each customer. Once we begin processing your order, including ordering an item from a supplier, these items generally cannot be cancelled or returned.

Important: 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.

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 for eligible items.

Returns may be considered if:

• You received a damaged item.
• You received an incorrect item.
• You changed your mind or ordered incorrectly, subject to the return conditions below.

Damaged Items

Packaging damage: Minor cosmetic damage to outer packaging, such as dents, creases, or scuffs caused during shipping, does not necessarily make an item eligible for a return or refund if the product container, seal, and contents remain intact.

If the product itself, safety seal, or container is damaged, leaking, or compromised, please contact us within 48 hours of delivery and provide photographs of the damage.

Product/seal damage includes a broken seal, leaking bottle, cracked container, contamination, or damage affecting product integrity.

Important: Returns are only accepted with prior approval. Please contact us first so we can confirm eligibility and provide return instructions.

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 items with broken seals or damaged packaging.
• Probiotics, prebiotics, temperature-sensitive, compounded, or practitioner-only products, even if unopened.
• Sale items.
• Gift cards.
• 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 administrative costs.

Return Shipping

Customers are responsible for the cost of return shipping. If you request an exchange, you will 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

Important: Do not send returns using "Return to Sender". These parcels may go missing or remain unclaimed and cannot be reliably tracked or processed.

Return Address

Return Address — Provided Upon Approval: Once your return is approved, we will provide the appropriate return address and instructions.

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, processing 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.