REFUNDS & RETURNS

Our approach to refunds, returns and your consumer rights

This page explains your rights and our approach when you buy from us — including remedies, supplements and kits, digital products like eBooks, recordings and courses, and our consultations and programs. All prices are in Australian dollars. It works alongside our Patient Terms & Conditions, Cancellation Policy, Shipping & Delivery Policy and, for the Sora Sol Guild, our Mentee Program Terms.

Your rights under the Australian Consumer Law

Everything we sell comes with guarantees that can’t be excluded under the Australian Consumer Law (ACL), and nothing here limits them. In short: products must be of acceptable quality, match their description and be fit for any purpose we’ve described; and services must be provided with due care and skill. If there’s a major problem, you can choose a refund, replacement or (for services) to cancel. For a minor problem, we may choose to repair, replace or resupply. You may also be entitled to compensation for reasonably foreseeable loss or damage.

Change of mind — remedies, supplements and health products

For health, safety and hygiene reasons, we generally can’t accept change-of-mind returns, refunds or exchanges on remedies, supplements, custom-dispensed preparations and other ingestible or personal health products once they’ve been sent. That’s because we can’t verify how they’ve been stored or safely re-supply them to anyone else. None of this affects your ACL rights above.

Digital products

Because digital products — such as eBooks, downloadable resources, recordings and online courses — are available to you straight away and can’t be returned, we don’t offer change-of-mind refunds once you’ve accessed, downloaded or been given access to them. If a digital product is faulty or not as described, your ACL rights still apply.

Faulty, damaged, incorrect or misdescribed items

If something arrives damaged or faulty, isn’t what you ordered, or doesn’t match its description, please contact us within 14 days of delivery with your order details and, where relevant, photos. Depending on the problem and your ACL rights, we’ll arrange a repair, replacement, resupply or refund. Where an item is confirmed faulty, damaged in transit, incorrect or misdescribed, we’ll cover the reasonable cost of return and any replacement or refund, and refunds go back to your original payment method.

If you have an adverse reaction to any product, stop using it, keep the product and its packaging, seek medical advice if you need it, and let us know so we can help and record what happened.

Consultations, packages and programs

Consultation fees are covered by our Cancellation Policy and Patient Terms — in short, consultations cancelled with less than 24 hours’ notice, or missed, are payable and not refundable, except where the ACL requires otherwise. For prepaid packages or programs, if you decide to stop partway through, we’ll refund or credit the fair value of anything not yet delivered, less any non-refundable component we’ve clearly identified upfront. We don’t refund parts already delivered.

How to make a return or claim

Just get in touch with us with your name, order number or receipt, a description of the issue and any supporting photos. We’ll get back to you and, where a return is needed, send you instructions — please don’t send anything back before you hear from us, and hold on to your proof of purchase. Approved refunds go to your original payment method through our payment provider (Practice Better, backed by Stripe); please allow a little time for the refund to appear, depending on your bank.