This Refund Policy ("Policy") applies to all purchases of goods and services from The WellTrix unless stated otherwise.
1. Customer Satisfaction is Our Priority
1.1. At The WellTrix, we take pride in our products and your satisfaction as our valued customer is our priority.
1.2. Under the term of this Policy, The WellTrix offer refunds and replacements of products and services under the Australian Consumer Law.
1.3. If this Refund Policy is inconsistent with the Consumer Guarantees and the Australian Consumer Law, the Australian Consumer Law will prevail over our Refund Policy.
1.4. Please read this Policy carefully before purchasing a product or service from The WellTrix so that you are aware of your rights and how you can expect we will manage your request for a refund if you are not happy with your purchase.
2. Your Rights Under Australian Consumer Law
2.1. Our business's products and services come with guarantees that cannot be excluded under the Australian Consumer Law.
2.2. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law), then you may be entitled to a replacement or refund.
2.3 You can obtain further information about the Australian Consumer Law and your rights under the Consumer Guarantees from the ACCC website.
3. Sale Items and Change of Mind
3.1. Please choose your product or service carefully.
3.2. Only full-price items qualify for a refund. Unfortunately Sale items cannot be refunded unless faulty.
3.3. We do not offer any refund if you change your mind or find the same product or service cheaper elsewhere.
4. Products Damaged During Delivery
4.1. At The WellTrix we take the upmost care in packaging your purchase so that it arrives safely and in good condition.
4.2. On the rare occasion that your package is damaged in transit, please contact us as soon as possible via the contact form on our website or via email support @ thewelltrix.com.au for further instructions and provide the following:
4.2.1. Clear photos of the damaged products including packaging so we can assess the extent of the damage.
4.2.2. your order number or tracking number.
4.3. If we request the products to be returned to us, they must be returned in the condition it was received in, together with any original packaging.
4.4. All damaged items are assessed on a case-by-case basis thus the importance of providing photos. Depending on the extent of the damage, we will organise a replacement, provide a refund (excluding shipping) or provide store credit. If the product is out of stock, we will provide with a product of equal value.
4.5. We will not replace a product, provide a refund, or store credit if it exceeds 30 days from the date you received the product.
4.6. Reasonable damage in transit to packaging is expected and is not eligible for a refund, exchange or store credit.
5.Receiving Incorrect Product
5.1. Where an incorrect product was sent, we will replace the item.
5.2. Email us at support @ thewelltrix.com.au for return instructions and include photo of the incorrect product and your order number as soon as the error is noticed.
5.3. The product must be unused and its original packaging.
5.4. Any claims for a return under this clause must be lodged within 7 days from the date you received the product or service.
6. Shipping Costs for Returns
6.1. If a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we will pay for the costs of shipping the product (the "Returned Product") back to us and any shipping costs to send a replacement product to you.
7. Response Time
7.1. We aim to respond and process any requests for replacements or refunds within 3 – 5 days of having received them.
8. Returning Products
8.1. Please email support @ thewelltrix.com.au immediately quoting your order number and details, to discuss a return.
8.2. Products returned by post or courier must be sent with a viable tracking number to qualify for a return or refund.
9. Processing Refunds
9.1. Refund requests are only accepted within 30 days from the date of receiving the products. After this time, no refund applies.
9.2. Refunds will be paid by the same method as the original purchase.
9.3. You must provide proof of purchase to be eligible for a refund, or replacement.
9.4. You may be required to provide identification to be eligible for a refund, or replacement.
9.5. Refunds will be processed within 3 - 5 days from the date your refund request was approved. Please note different financial institutions take longer to process payments which may delay the funds clearing in your account.
10. Exceptions
10.1. Notwithstanding the other provisions of this Policy, we may refuse to provide a replacement or refund for a product or service you purchased if:
10.1.1. You misused the purchased product or service in a way that caused the problem or failure.
10.1.2. Before you purchased, you knew or were made aware of the problem(s), issues, or failures in the product or service.
10.1.3. Any other exceptions apply under the Australian Consumer Law.
11. Contact Us
11.1. To discuss this Policy or any refund or replacements; please contact us via:
- Contact Us form
- Email: support @ thewelltrix.com.au
- Mail: PO Box 2310, Graceville East, Qld 4075.