Refunds policy

This policy covers naturopathy consultations and shop orders at Naturopathy Melbourne. Nothing in it limits your rights under the Australian Consumer Law, which apply in addition to anything set out below.

Our satisfaction guarantee

If you are not satisfied with your experience during a consultation, we offer a 100% money-back guarantee within 7 days of your appointment. Tell us inside that window and the fee for that appointment is refunded. You do not need to put it in writing or make a case for it.

This guarantee applies to the quality of the service and your experience at the clinic. It does not apply to individual health outcomes, which vary from person to person and depend on factors unique to each person, and it does not cover the cost of any products, supplements or testing recommended as part of your treatment plan. See our commitment to you.

Consultations and cancellation

Fees paid for a consultation are for the appointment time and the clinical service provided. We ask for at least 24 hours' notice to cancel or reschedule an appointment, with this notice, no fee applies.

A late-cancellation fee may apply if less than 24 hours' notice is given, or if you do not attend, and this is not refundable.

If we need to cancel or reschedule your appointment, we will offer you a new appointment time or a full refund of any amount already paid for that session.

Health fund claims

Where a claim has been processed through your private health fund and the appointment is subsequently refunded, the claim is reversed at the same time. You cannot retain a rebate for an appointment that has been refunded.

Change of mind, shop products

If you change your mind about a product bought through our shop, we're happy to offer a refund or exchange provided:

• You contact us within 14 days of receiving your order
• The item is unused, unopened and in its original packaging
• You have proof of purchase, your order confirmation or receipt

Return postage on a change-of-mind return is at your own cost, and the original postage charge isn't refundable. Supplements and testing kits can't be resold once the seal is broken, so an opened one isn't eligible for a change-of-mind return.

Hair mineral and saliva testing

Laboratory testing works differently from a product on a shelf, because the cost is incurred the moment the laboratory starts.

If you cancel before the laboratory begins work, a 20% administration fee applies and the balance is refunded. Once analysis has started the test can't be refunded — the laboratory's cost has already been spent on your sample.

If you aren't sure a test answers your question, ask before you order rather than after. Nothing about that conversation commits you to buying it.

Faulty or incorrect items

If a testing kit or other product supplied here is faulty, damaged or is not what was ordered, contact us as soon as possible and we will arrange a repair, replacement or refund in line with your rights under the Australian Consumer Law. Where a return is needed for a faulty item, we will cover the return cost.

How to request a refund

Contact us on (03) 9089 7568 or through our contact page with your appointment details, and we will talk you through the next steps. Approved refunds are returned to your original payment method and may take several business days to appear, depending on your bank or card provider.

Case-by-case consideration

Every situation is a little different, and we would rather work with you to find a fair outcome than apply this policy rigidly, get in touch and we will do our best to help.

Contact us

For any refund query, call (03) 9089 7568 or use our contact page.