Refund policy

Alpha Edge Clinic Pty Ltd | ABN 39 675 818 694

Alpha Edge Clinic aims to resolve order concerns promptly and fairly. This policy explains how to request a refund or raise an issue with an existing order.

Orders that have not been processed

If you have paid for an order and it has not yet been processed, please contact the clinic to request cancellation and arrange a refund.

Please notify us as soon as possible. We will check the status of your order with the relevant team and, where necessary, our dispensing pharmacy before confirming the cancellation and refund.

Submitting a cancellation request does not automatically stop an order. The clinic must confirm whether processing can still be stopped.

Orders that have already been processed

If your order has already been processed, please contact the clinic to discuss your circumstances and the available options.

For medication orders, processing may involve the pharmacy commencing preparation, compounding, dispensing or arranging dispatch. Once these steps have commenced, cancellation may no longer be possible, particularly where medication has been prepared specifically for you.

Refund requests relating to processed orders will be assessed individually, taking into account the order status, the reason for the request, any costs already incurred and your rights under Australian Consumer Law.

Issues with an existing order

If you have an issue with an existing order, please contact Alpha Edge Clinic so we can review your concerns and discuss an appropriate resolution.

This includes concerns about missing items, incorrect items, damaged deliveries, delays or the condition of an item received. Depending on the circumstances, a resolution may include further assistance, replacement, a refund or another appropriate arrangement.

Please provide your full name, order or invoice number, a description of the issue and any relevant photographs or supporting information. Keep the packaging and affected items while we review the matter.

Change of mind

If you change your mind before your order has been processed, please contact the clinic to arrange cancellation and a refund.

Once an order has been processed, a change-of-mind refund may not be available. Please contact us so we can review the circumstances and explain your options.

Refund processing

Once a refund has been approved, we will confirm the amount and arrange for it to be returned to the original payment method wherever possible.

The time taken for the refund to appear in your account will depend on your financial institution and payment provider. We will advise you when the refund has been submitted.

Contact us

To request a refund, cancel an unprocessed order or discuss an existing order, please contact Alpha Edge Clinic through our usual email or telephone contact details and include your order or invoice number.

admin@alphaedgeclinic.com.au | 1300 232 608