Refunds Policy
We are dedicated to providing exceptional care and a genuinely positive experience for every client. If you have concerns about a product or service, the information below explains your options and what to expect.
1. Services Provided by Independent Practitioners
All clinical services at our clinic are delivered by independent practitioners operating their own individual businesses. Each practitioner is responsible for managing their own appointments, billing arrangements, and refund decisions.
For any concerns about a service you have received, please reach out to your practitioner directly. The clinic administration is not in a position to process refunds on behalf of individual practitioners.
2. Missed Appointments & Late Cancellations
Every booking reserves a full hour of your practitioner’s scheduled time. Late cancellations and no-shows have a real impact — both on other clients who may have needed that appointment and on your practitioner’s income.
Cancellations made on the day of your appointment — including those involving colonic infusion sessions — will be charged the full session fee and are not eligible for a refund.
To avoid being charged, please call the clinic before the end of the business day prior to your scheduled appointment.
3. Product Returns & Refunds
Refunds on retail products purchased through our centre are available where:
- The product remains unused and is in its original, undamaged packaging
- The return is made within 14 days of the purchase date
- A valid receipt or proof of purchase is presented
We are unable to accept returns on products that have been opened or used, items damaged after purchase, or returns made outside the 14-day window — except where required under Australian Consumer Law. Shipping costs are non-refundable unless the product is confirmed as faulty.
4. Faulty or Damaged Products
If a product arrives faulty or damaged, please contact us within 3 days of receiving it. We may request supporting photographs or ask that the item be returned before a refund or replacement is arranged.
5. Digital Products & Gift Vouchers
Refunds are not available on downloadable products or gift vouchers, except where this is required by law.
6. Discretionary Refunds
In exceptional circumstances, we may consider a discretionary refund where it is deemed fair and appropriate. If something didn’t feel right about your experience, please don’t hesitate to reach out — we are committed to listening and working toward a fair resolution.
7. How to Request a Refund
For product-related queries or general assistance, please call the clinic or visit our Contact Page. For concerns relating to clinical services, please speak with your practitioner in the first instance.
Thank you for choosing Naturopathy Melbourne
We appreciate your understanding — it allows us to maintain consistent, high-quality care and fair access for everyone in our community.