Returns Policy

Encompass Health Clinic is committed to making your shopping experience as convenient as possible. If you are not satisfied with your purchase, you can simply return the products for a refund within the policies outlined below.

Our returns policy is in accordance with Australian Consumer Law. All returns must be returned within 7 days of parcel receipt.

Please note that, in line with Australian law and public health and safety regulations, we are unable to provide a return on vitamins, supplements and  personal care products.

Proof of Purchase      

Please keep your receipt or order number handy while contacting us as it will help us locate your purchase.

Cancellations

Orders cancelled at the request of the customer may incur a fee of $10 or 10% of the order value (whichever is greater). This is chargeable at the discretion of management. Cancelling orders that have been shipped must be posted back to us, at the expense of the customer. The product to be returned must be packed securely and must be sent via registered post in order for you to be able to track the parcel.

Please note that the customer will be responsible for the product until it is received by us. Products that have been tampered with cannot be refunded. Postage costs will not be refunded.

Incorrect or faulty product

Encompass Health Clinic offers a replacement or refund if any products delivered to you are damaged or incorrect.

Incorrect product delivered

In such a scenario where the product you received is not what you placed an order for, then please get in touch with our customer service team within 7 days of parcel receipt. Our customer support, upon looking into the issue will help you with a pre-paid postage satchel to return the product. You can then choose to either have the correct product re-delivered at our cost or receive a full refund.

Damaged/Defective product delivered

In such a scenario where the product you received is damaged or defective please contact our Customer service support within 7 days of delivery with your order number and a description and photo of the condition of the damaged or defective item. Our customer support, upon careful consideration and depending on the Manufacturer’s Policy for the product in question might offer to provide one of the below resolutions:

1. Place you in contact with the manufacturer (warranty support)
2. Replacement
3. Refund you for the product
4. Exchange the product

Refund

If you used your credit card to purchase online, your approved refunds must be processed on the same credit card.

NOTE: All returns will need to be confirmed with us first before returning the products. Unauthorised returns may be refused. No item will be refunded until received by us.

Our customer service team can be reached via email or phone (Monday to Friday between 9am to 5pm AEST):

Phone: 03 97206234

Please keep your receipt or order number handy while contacting us as it will help us locate your purchase.

Posting Your Returns:

Encompass Health Clinic
2 Mark Street
Bayswater 3153

Returned products will be checked. The products are your responsibility until they reach us. Please ensure the product is packed in a sturdy and secure manner so as to avoid any damage in transit.