Refund policy

CONSULTATION CANCELLATIONS

Your appointment is important to us and is reserved especially for you. We understand that life can sometimes get in the way and changes and cancellations may be necessary.

Should you need to make changes to your appointment, we kindly ask that you provide a minimum of 24 hours’ notice. This policy is in place to allow your practitioner to offer your allocated time to another patient.

You will be charged a cancellation fee equal to the cost of the consultation for any missed or cancelled appointments where you have provided less than 24 hours’ notice.

CONSULTATION REFUNDS

Cancellations made more than 24 hours in advance will be refunded in full.

PRODUCT RETURNS AND EXCHANGES

This policy outlines the conditions under which returns and exchanges are accepted:

  • Herbly does not offer change of mind returns.
  • Herbly will provide a full refund of the price paid for a product if they determine that:
    1. Product you have ordered was not received by you solely due to failure by us;
    2. Product provided to you was not substantially the same as the Product you ordered as displayed on our Platform (subject to reasonable variation as a result of screen display, colour and brightness, and image quality); or
    3. Product is faulty, in which case they may provide store credit, a replacement or a full refund of the price paid for a Product.
  • (Faulty products) The following process applies to any Product you believe to be faulty.
    1. If you believe your Product is faulty, please contact us with a full description of the fault (including images).
    2. If the pharmacy determines that the product is faulty, Herbly will issue you with a store credit, replacement or refund (including shipping costs) depending on the nature of the fault. All refunds will be credited back to your original method of payment unless you request otherwise.

RETURNS & CUSTOMER COMPLAINTS

We do not accept returns or provide refunds for change of mind, including where medication is unopened, unused or no longer wanted.

If your product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable Australian Consumer Law guarantees, please contact Herbly so we can assess the issue and arrange the appropriate remedy.

Please report product complaints as soon as possible, within 14 days of delivery or collection, and include your order details, a description of the issue and relevant photographs where available.

Please contact us before returning any medication so we can advise on the appropriate next steps.

Herbly reserves the right to modify or update these terms and conditions at any time.